Retail Service Specialist

2 weeks ago

Long Beach, California, United States Automobile Club of Southern California Full time
Job Summary

We are seeking a highly skilled and customer-focused Retail Service Specialist to join our team at the Automobile Club of Southern California. As a key member of our branch team, you will be responsible for providing exceptional service to our members, ensuring their needs are met, and delivering legendary service that exceeds their expectations.

Key Responsibilities
  • Provide DMV registration services to members, maintaining current knowledge of DMV regulations and completing all transactions according to DMV and Club policy and procedures.
  • Support the Branch at reception with member check-in, providing maps, tour books, and other travel-related materials, and identifying cross-sell opportunities based on members' product needs and services.
  • Notary Public - Process Notary transactions for members according to National Notary Association and Club procedures, maintaining knowledge and Notary commission.
  • Prepare TripTiks, IDPs, process passport photos, and routings for members.
  • Book car, hotel, and domestic hotel packages, selling Mexico insurance.
  • Perform administrative functions for the branch, including balancing cash drawers, posting ledgers, assisting in resolving overages/shortages, filing receipts, submitting documents when necessary, making deposits, retaining documents for auditing in the manner required, and processing FIRM.
  • Process payments for memberships/insurance policies and offer automatic renewal, offering and processing changes to membership files and upgrading 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.
  • Must accurately and independently perform a variety of DMV functions, requiring advanced knowledge of DMV regulations as well as Club member relations policy to independently resolve complex issues.
  • Must accurately identify if proper documentation is provided by member to ensure that all policies and procedures are followed for proper notarization.
  • Decisions are generally limited to how to best service the member, analyzing member requests and determining the best service recommendations/actions.
Requirements
  • 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.
  • Moderate skill required in the operation of additional Branch equipment such as the key cutter machine and passport equipment.
  • General typing, Windows, Microsoft Office, Outlook, and Internet/Intranet access skills required.
  • General knowledge of Club systems required.
  • Notary Public - National Notary Association within 1 Year Required
Scope
  • Work is closely managed and reviewed for accuracy and adequacy. Follows specific, outlined, and detailed directions.
  • Provides resolution to problems that are readily identifiable with limited scope and are resolved in accordance with standard practices, procedures, applications, or routines. Problem/Task resolution timeframe: The majority of tasks typically take one to two days to resolve.
  • Under immediate supervision, performs assigned tasks only as instructed, subject to regular check of performance.
  • Individual Contributor
  • Failure to accomplish results can normally be overcome without significant effect on the organization.
  • Contacts are primarily with direct supervisor and others in group or department to give and receive information.

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