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AAA Northeast · 23 hours ago

Lead Sales and Service Counselor Registry (57644)

Queens, NY

Full-time

Onsite

Mid Level

AAA Northeast is a company committed to innovation and community service, seeking a Lead Sales and Service Counselor to enhance member experiences. The role involves leading member service efforts, handling complex issues, and promoting various club products while ensuring operational efficiency in the branch.

Consumer Services

Responsibilities

Acts as a leader in the branch, providing assistance to counselors as necessary; handles more complex member service issues, demonstrates relationship building skills; resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy

Responsible for performing all regular duties of a Member Service Counselor

Delivers accurate and timely information to members regarding club products/services

Maintains department standards including servicing members in-person and over-the-phone and supporting club partnerships (such as Registry Services, TSA, etc.)

In select locations: provides registry services and/or TSA services, including handling/processing confidential documents and information, inputting information into databases and systems

Services include but are not limited to, license/ID renewals, registration renewals

Must be able to review applications and forms for completeness in person and over the phone in compliance with laws, rules, regulations, and standards

Provides assistance to members for accommodations and points of interest

This includes, mapping, routing, and possible hotel and car reservations for members

Promotes and assists members with International/InterAmerican driving permits; passport photos; foreign currency, theme park tickets, entertainment tickets and all other club products to members

Consistently meets and/or exceeds minimum member satisfaction scores and other related position related goals

Develops comprehensive knowledge of products and services offered by AAA Northeast

Through the five-diamond process, cross selling techniques, and club and department training, educates members of all benefits and KPI’s while maintaining a positive member experience

Keeps up to date on all promotions and initiatives in the branch

This includes recognizing opportunities to improve overall branch performance

As needed, assists with the daily, weekly, and monthly reports, including cash report, inventory, handles the opening/closing procedures for the branch

Processes registry reports and auto loan transactions, where applicable

In conjunction with Branch Manager I, ensures company policies and procedures for the day-to-day management of the branch including security of the branch office

Oversees the maintenance and physical appearance of branch office, ensuring compliance with Club standards on the branch audit

Identifies needs for improvements and/or repairs and coordinates activity with the building services

Adheres to all policies and procedures pertaining to the security of cash, ticket inventory, notary books, and other club property

When applicable, responsible for securing the branch funds, including branch deposit

Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols

This job description may not be inclusive of all the assigned duties, responsibilities, or aspects of the job described

May travel to nearby locations to assist with branch coverage

Qualification

Customer ServiceSalesRegistry ServicesTSA ServicesRelationship BuildingProblem SolvingTeam Collaboration

Required

High School Diploma or GED Required

Customer Service with a focus in Sales Required

Satisfactorily pass state specific and federal background check during pre and post hiring in accordance with state and federal requirements Required

Must meet individual state requirements to perform registry & TSA services; including clearing federal/state specific background checks/processes Required

Preferred

Associate's Degree Preferred

Benefits

Best-in-class health plans

Company matching 401(k)

Free AAA membership

Vacation

Holiday and sick pay

Competitive salary

Incentives

Company

AAA Northeast

With a legacy deeply etched in over a century of dedicated service, AAA Northeast delivers legendary services and trusted advice, allowing members and their families to enjoy the peace of mind that membership provides.

Founded in 1900