Job Details

Retail Service Specialist

Job Description

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.

Job Description

We are looking for someone who will thrive in a sales and service environment. Well provide the training you need on an array of AAA products and services to interface with members with confidence.

This is an exciting entry level position in our branch network and ideal for candidates interested working in a teamwork environment interfacing with AAA members.

• 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.

• Must accurately and independently perform a variety of DMV functions. Requires advanced knowledge of DMV regulations as well as club member relations policy to independently resolve complex issues. Since some DMV activities cannot be performed at the Branch and need to be referred directly to the DMV, incumbents must recognize the difference between issues that may be solved at employees level, and those which require direct DMV or management attention.

• 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. The position analyzes member requests and determines the best service recommendations/actions.

• Our branch hours of operation are Monday through Friday 9am 5pm and Saturday 9am 2pm. We are closed on Sundays and most holidays.

Qualifications
Experience in retail sales, banking or similar customer service/sales environment
Proven ability to exceed assigned sales or service quality goals
Ability to work overtime including Saturdays
Experience with Microsoft Office
Ability to travel locally when necessary
A high school diploma or GED
Successful completion of background check and drug screening

Notary Public - National Notary Association within 1 Year Required

The starting pay range for this position is $22.00-$23.00 per hour. Additionally, you will be eligible to participate in our incentive program based upon your team and individual performance.

Remarkable benefits:
Health coverage for medical, dental, vision

401(K) saving plans with company match AND Pension

Tuition assistance

Floating holidays and PTO for community volunteer programs

Paid parental leave

Wellness programs

Employee discounts (membership, insurance,

travel, entertainment, services and more!)

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.

AAA is an Equal Opportunity Employer

Our organization participates in E-Verify

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA).