Lead Sales and Service Representative Branch (59931)

Jump-start your career with AAA Northeast! Take your sales and customer service skills to the next level by joining our branch team! Our Lead Sales and Service Representative - Branch is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE! Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you!

What you will do:

• Sales and Leadership: - Acts as a service leader within the branch by providing real-time support and assistance to Member Service Counselors as needed. Handles escalated or complex member service issues with professionalism and sound judgment, demonstrating strong relationship-building skills and a commitment to Five Diamond Service while protecting and reinforcing the AAA brand legacy. Performs all core duties of a Member Service Counselor while serving as a role model for service excellence. - Consistently meets or exceeds monthly and annual position-related performance metrics while achieving member satisfaction scores to support a positive and high-quality member experience and contribute to the Club’s overall goals and objectives. - Develops and maintains comprehensive knowledge of AAA Northeast products and services through Five Diamond Service practices, cross-selling techniques, and ongoing club and department training. Effectively educates members on available benefits and key performance indicators while maintaining a positive, member-focused service experience. - Stays current on branch promotions and initiatives and identifies opportunities to improve individual service delivery and overall branch performance.
• Member Service: - Ensures a consistently high-quality member experience by actively supporting daily service delivery across all business lines, both in person and over the phone. Assists with managing member wait times, observes and supports staff-member interactions, and steps in to directly service members as needed to support timely, effective, and seamless transactions. - Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships. Maintains department service standards by supporting in-person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other club-supported offerings. - Provides assistance with travel-related services and member needs, including accommodations and points of interest, mapping and routing, and potential hotel or car rental reservations. Promotes and fulfills International and Inter-American Driving Permits, passport photos, foreign currency, theme park tickets, entertainment tickets, and all other applicable club products and services. - Supports office readiness and service flow by ensuring member-facing materials, merchandise, and resources are organized, available, and presentation-ready, and by communicating recurring member concerns or service challenges to the Sales and Service Manager as appropriate. - Listens actively to uncover member needs and concerns through meaningful, professional conversations that build trust and understanding. Speaks comfortably and confidentially with members when addressing sensitive or complex situations, ensuring respect, discretion, and alignment with AAA Northeast privacy, security, and service standards.
• Daily Operations: - Assists with daily branch operations and reporting activities as needed, including daily, weekly, and monthly reports such as cash and inventory reports. Supports branch opening and closing procedures and processes auto loan transactions where applicable. - Supports adherence to company policies and procedures related to day-to-day branch operations, including branch security. Assists in maintaining the physical appearance and readiness of the branch office in alignment with Club standards and audit requirements and communicates identified needs for improvements or repairs to appropriate partners. - Adheres to all policies related to the security of branch assets including cash, ticket inventory, notary books, and other Club property. When applicable, assists with securing branch funds, including preparation of branch deposits. - Performs all job duties in accordance with department policies, procedures, and practices, within defined scope of authority, including consistent compliance with all Club and department safety and security protocols.