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Customer Service Representative
2 months ago
This position is the primary provider of Member Services within a Branch. Service members' needs by providing DMV and Notary services. Supports the Branch at reception with member check in and distribution of maps and tour books. Additional duties include supporting other branch functions in travel including hotel and car reservations as well as domestic hotel packages. Position is responsible for servicing the needs of the member, maintaining service quality levels and adding value through MRM to cross sell and offer other services. Required to maintain high levels of accuracy and achieve individual cross sell goals as assigned. This role may also include select administrative functions for the branch.
Key Responsibilities- Provide DMV registration services to members. Maintain current knowledge of DMV regulations. Complete all transactions according to DMV and Club policy and procedures.
- Support the Branch at reception with member check in and provide maps, tour books and other travel related materials. Identify cross-sell opportunities based on members' product needs and service. Enhance member relationship by diversifying use of products and services, including automotive, financial products and travel resale materials.
- Provide leads to insurance, life, travel and other departments as appropriate. Meet cross sell goals.
- Notary Public - Process Notary transactions for members according to National Notary Association and Club procedures. Maintain knowledge and Notary commission.
- Prepare TripTiks, IDPs, process passport photos and routings for members. Book car, hotel and domestic hotel packages. Sell Mexico insurance.
- Perform administrative functions for the branch, including but not limited to: Balance cash drawers, post ledgers, assist in resolving overages/shortages, file receipts, submit documents when necessary, make deposits, retain documents for auditing in the manner required, and process FIRM.
- Process payments for memberships/insurance policies and offer automatic renewal. Offer and process changes to membership files and upgrade basic memberships to memberships with higher value (AAA+ or RV or Premier etc.) as appropriate. Handle ERS complaints, provide tip packs, and balance / reconcile cash drawers.
- Support corporate initiatives to improve membership retention such as collecting valid email addresses, acknowledging first year members and supporting AAA Auto Pay and Identity Theft Monitoring.
- Processes Travel, Automotive and Cashiering transactions efficiently and quickly.
- High School GED Required
- 1-3 years Customer service Preferred
- Requires moderate knowledge of Auto Club products and services in the following areas: travel counseling, publications, maps, and routing.
- Advanced knowledge of and training in DMV rules, regulations and procedures preferred.
- Notary Public - National Notary Association within 1 Year Required