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 point of contact for Member Services within a branch. Responsibilities include fulfilling members' needs by offering DMV and Notary services. Additionally, this position supports the branch at reception by managing member check-ins and distributing travel materials such as maps and tour books.

Key responsibilities encompass assisting with various branch functions related to travel, including hotel and car reservations, as well as domestic hotel packages.

The position is accountable for addressing member needs, upholding service quality standards, and enhancing value through cross-selling additional services.

A high level of accuracy is required to meet individual cross-sell targets as assigned. This role may also involve select administrative tasks for the branch.
Key Responsibilities
- Provide DMV registration services to members while maintaining up-to-date knowledge of DMV regulations. Ensure all transactions comply with DMV and Club policies.
- Assist at the reception desk with member check-ins and provide travel-related materials, including maps and tour books. Identify opportunities for cross-selling based on members' needs and services.
- Enhance member relationships by promoting diverse product usage, including automotive, financial products, and travel-related services. Generate leads for insurance, life, travel, and other departments as necessary. Achieve cross-sell targets.
- Notary Public: Process Notary transactions for members in accordance with National Notary Association and Club guidelines. Maintain knowledge and Notary commission.
- Prepare TripTiks, IDPs, process passport photos, and route planning for members.
- Book car rentals, hotel accommodations, and domestic hotel packages. Sell Mexico insurance.

Perform administrative duties for the branch, including balancing cash drawers, posting ledgers, resolving discrepancies, filing receipts, submitting necessary documents, making deposits, retaining documents for auditing purposes, and processing FIRM.

Handle payments for memberships and insurance policies while promoting automatic renewal options. Process changes to membership files and upgrade basic memberships to higher-value options as appropriate.

Address ERS complaints, provide tip packs, and balance/reconcile cash drawers.

Support corporate initiatives aimed at improving membership retention, such as collecting valid email addresses, acknowledging first-year members, and promoting AAA Auto Pay and Identity Theft Monitoring.

Qualifications
- High School GED Required
- 1-3 years of customer service experience preferred
- Moderate knowledge of Auto Club products and services, including travel counseling, publications, maps, and routing.
- Advanced knowledge of DMV rules, regulations, and procedures preferred.
- Moderate skill in operating additional branch equipment, such as key cutter machines and passport equipment.
- Proficient in general typing, Windows, Microsoft Office, Outlook, and Internet/Intranet access.
- General knowledge of Club systems required.
- Notary Public certification from the National Notary Association within one year is required.

The starting pay range for this position is: $24.27.

Remarkable Benefits:

  • 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 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.

We are committed to fostering an inclusive environment that values different cultures, backgrounds, and strengths, enabling us to deliver exceptional service to our members.

AAA is an Equal Opportunity Employer.

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