Lead Branch Customer Service Representative

AAA Southern New England Florham Park, NJ

Acts as functional Lead in the branch, using independent judgment, makes decisions and exercises appropriate authority to resolve problems; provides sales and service to members in the areas of reservations, membership and other branch products and services. Achieves assigned minimum standards for sales and referrals for recommending Club products and services. Adheres to the Club Customer Service Standards with all interactions. (managing workload; 65% Transactions/Sales, 35% Lead tasks)

Assists management in various day-to-day activities of the branch while still upholding the responsibilities of a counselor.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

Responsible for performing all regular duties of the Member Service Counselor and Travel Member Service Counselors.

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

Develops comprehensive knowledge of products and services offered by AAA Northeast.

Consistently meets and/or exceeds minimum member satisfaction scores and other related position related goals. Utilizes Touchpoints & cross selling techniques to create an overall positive member experience, while enhancing the value of Club membership.

Promote the sales of primary and associate memberships, counsels public on benefits accruing to AAA members, including AAA Premier, Plus, AAA credit card program and other branch promotions; makes any changes on existing memberships and assists members with membership problems.

Provides assistance to members for all travel needs, car rentals, accommodations and points of interest; provides AAA publications and other materials to members; makes hotel, car, bus and ferry reservations for members; counsels and books members special packages/city tours or travel promotions.

Assists members with international/interamerican driving permits; passport photos; foreign currency, theme park tickets, entertainment tickets and all other Club products to members.

Adheres to all policies and procedures pertaining to the security of cash, travelers cheques, ticket inventory and other Club property.

Receives payments from walk-in members for a myriad of products and services including, but not limited to membership dues, insurance premiums, travel agency purchases, entertainment and amusement park tickets IDP's, IADP's passport photos, travel store products, etc.

Sells American Express travelers cheques and gift cards; complies with all AML (Anti-Money Laundering) and OFAC (Office of Foreign Asset Control) policies governing those transactions; sells Travel Money Products and Foreign Currency.

Serves as a resource to members by processing auto loans and/or personal loans for members. Supports Financial Services department by cross-selling products.

When required, assists with the daily, weekly and monthly reports, including cash report, travel store reports, handles the opening/closing procedures for the branch. Processes registry transactions and reports, where applicable.

Acts as a liaison with other departments, including but not limited to; Travel, Insurance, Membership, Finance, IT, Member Relations to coordinate and gather appropriate information for the member or department issues.

Performs other job related duties as required. Performs job duties according to department policies, procedures and practices within scope of authority.

QUALIFICATIONS High school diploma or general education degree (GED). Two to four years of Customer Service experience is required. Strong sales skills; ability to function as a team player and to adapt to changing priorities and conditions; ability to recommend & sell products and services while maintain a high level of customer service; ability to learn all Club products and services. Strong leadership abilities, ability to influence; utilize proper judgment with established authority; excellent interpersonal communication skills with the ability to develop and maintain a team atmosphere; strong organizational skills with the ability to handle multiple tasks simultaneously. Must be able to function as a team member and to support management decisions and initiatives. Must be able to work independently. Proficiency with the Microsoft Office platform of products is required.

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