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Customer Service Representative
2 months ago
Job Overview
This role serves as the main point of contact for Member Services within a branch. Responsibilities include providing DMV and Notary services to meet members' needs. The position also involves assisting at the reception area with member check-ins and distributing travel-related materials such as maps and tour books.
Additional responsibilities encompass supporting various branch functions related to travel, including making hotel and car reservations, as well as offering domestic hotel packages.
The individual in this position is accountable for addressing member needs, upholding service quality standards, and enhancing value through cross-selling opportunities.
Key Responsibilities- Deliver DMV registration services to members while staying updated on DMV regulations. Ensure all transactions comply with DMV and organizational policies.
- Assist at the reception by checking in members and providing maps, tour books, and other travel-related resources. Identify opportunities for cross-selling based on members' needs and preferences. Strengthen member relationships by promoting a diverse range of products and services, including automotive, financial, and travel-related offerings. Provide referrals to insurance and other departments as necessary, aiming to meet cross-sell targets.
- Act as a Notary Public, processing Notary transactions in accordance with established procedures. Maintain current knowledge and certification as a Notary.
- Prepare TripTiks, International Driving Permits (IDPs), process passport photos, and create routing plans for members.
- Book car rentals, hotel accommodations, and domestic travel packages. Offer insurance for travel to Mexico.
- Perform administrative tasks for the branch, including balancing cash drawers, maintaining ledgers, resolving discrepancies, filing receipts, submitting necessary documents, making deposits, and retaining records for auditing purposes.
Manage changes to membership files and upgrade basic memberships to higher-value options as appropriate.
- Address ERS complaints, provide informational materials, and ensure cash drawers are balanced and reconciled.
- Support corporate initiatives aimed at enhancing membership retention, such as collecting valid email addresses and recognizing first-year members.
Must accurately and independently execute a variety of DMV functions, requiring advanced knowledge of DMV regulations and member relations policies to resolve complex issues.
Recognize when to refer specific DMV activities to the appropriate authorities, distinguishing between issues solvable at the employee level and those needing direct DMV or management intervention.
Must ensure that all necessary documentation is provided by members for proper notarization, adhering to all policies and procedures.
Qualifications
- High School GED Required
- 1-3 years of customer service experience preferred.
- Moderate knowledge of Auto Club products and services, particularly in travel counseling, publications, maps, and routing.
- Advanced knowledge of DMV rules, regulations, and procedures preferred.
- Proficiency in operating additional branch equipment such as key cutters and passport processing machines.
- Basic skills in typing, Windows, Microsoft Office, Outlook, and Internet/Intranet access required.
- General knowledge of Club systems is necessary.
- Notary Public certification from the National Notary Association required within one year.
Compensation and Benefits
The starting pay range for this position is: $24.27
For full-time positions, eligibility for participation in an incentive program based on organizational, team, and personal performance is available.
Exceptional Benefits Include:- Health coverage for medical, dental, and vision
- 401(K) savings plan with company match and pension
- Tuition assistance
- PTO for community volunteer programs
- Wellness program
- Employee discounts
AAA - American Automobile Association is committed to fostering a diverse workforce that reflects the communities we serve. We believe that embracing diversity enhances our ability to provide legendary service to our members.
