Customer Service Representative

2 weeks ago

Rancho Palos Verdes, California, United States AAA - American Automobile Association Full time
Retail Service Specialist
Job Overview
This role serves as the primary contact for Member Services within a branch, addressing the needs of members by providing DMV and Notary services. The position also involves assisting at the reception area with member check-ins and distributing travel materials such as maps and tour books.

Additional responsibilities include 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 meeting the needs of members, ensuring high service quality, and enhancing value through cross-selling additional services. Maintaining accuracy and achieving individual cross-sell targets are essential components of this role. Administrative tasks may also be part of the job.

Key Responsibilities
- Provide DMV registration services to members while staying updated on DMV regulations. Ensure all transactions comply with DMV and organizational policies.
- Assist at the reception desk with member check-ins and distribute travel-related materials.
- Identify opportunities for cross-selling based on members' needs and enhance member relationships by promoting various products and services, including automotive and financial offerings.
- Process Notary transactions in accordance with National Notary Association guidelines and maintain knowledge of Notary commission requirements.
- Prepare TripTiks, International Driving Permits (IDPs), and process passport photos and routing requests.
- Book car rentals, hotel accommodations, and domestic travel packages, including selling insurance for travel to Mexico.

- Perform administrative duties such as balancing cash drawers, managing ledgers, resolving discrepancies, filing receipts, and processing necessary documents.

- Process payments for memberships and insurance policies, offering options for automatic renewal.

- Manage changes to membership files and upgrade memberships to higher tiers as appropriate.

- Address ERS complaints, provide tip packs, and ensure accurate cash drawer reconciliation.

- Support corporate initiatives aimed at improving membership retention, including collecting valid email addresses and recognizing first-year members.

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 and routing.
- Advanced understanding of DMV rules and regulations preferred.
- Basic skills in operating branch equipment such as key cutters and passport processing machines.
- Proficiency in typing, Windows, Microsoft Office, Outlook, and Internet access.
- General knowledge of Club systems required.
- Notary Public certification from the National Notary Association within one year is required.
Compensation and Benefits
The starting pay range for this position is $24.27. For full-time roles, eligibility for an incentive program based on organizational, team, and personal performance is available.

Remarkable Benefits Include:
- Health coverage for medical, dental, and vision
- 401(K) savings plan with company match and pension
- Tuition assistance
- Paid time off for community volunteer programs
- Wellness program
- Employee discounts

AAA - American Automobile Association is the largest federation of AAA clubs in the nation, employing 14,000 individuals across 21 states to serve 17 million members. Our strength lies in our diverse workforce, which enables us to deliver exceptional service to our members.

We are committed to embracing diversity and fostering an inclusive environment where all employees can thrive.

AAA is an Equal Opportunity Employer, considering all qualified applicants for employment, including those with criminal histories, in accordance with applicable laws.

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