Lead Member Service Counselor Registry (59201)

Job Details Job Location: Tewksbury, MA 01876 Position Type: Full Time Salary Range: $24.35 - $28.60 per hour Job Shift: 1st Shift Job Category: Customer Experience Work schedule: Monday‑Friday 8:45am‑5:15pm; 40‑hours per week. At least 2 Saturdays per month 8:45am‑1:15pm; when working a Saturday, a four‑hour half‑day will be taken during the week to maintain a 40‑hour schedule. *At times, business needs may require an earlier arrival and/or later departure. Responsibilities Member Service: Acts as a leader in the branch, providing assistance to counselors as necessary; handles more complex member service issues, demonstrates relationship building skills, and resolves problems with Five Diamond Service, focusing on protecting the AAA brand legacy. Responsible for performing all regular duties of a Member Service Counselor. Delivers accurate and timely information to members regarding club products/services. Maintains department standards including servicing members in‑person and over‑the‑phone and supporting club partnerships (such as Registry Services, TSA, etc.). In select locations: provides registry services and/or TSA services, including handling/processing confidential documents and information, inputting information into databases and systems. Services include but are not limited to license/ID renewals and registration renewals. Must be able to review applications and forms for completeness in person and over the phone in compliance with laws, rules, regulations, and standards. Provides assistance to members for accommodations and points of interest, including mapping, routing, and possible hotel and car reservations. Promotes and assists members with International/InterAmerican driving permits, passport photos, foreign currency, theme park tickets, entertainment tickets and all other club products. Sales: Consistently meets and/or exceeds minimum member satisfaction scores and other related position‑related goals. Develops comprehensive knowledge of products and services offered by AAA Northeast. Through the five‑diamond process, cross‑selling techniques, and club and department training, educates members about all benefits and KPIs while maintaining a positive member experience. Keeps up to date on all promotions and initiatives in the branch, recognizing opportunities to improve overall branch performance. Daily Operations: Assists with daily, weekly, and monthly reports, including cash report, inventory, and handling opening/closing procedures for the branch. Processes registry reports and auto loan transactions where applicable. In conjunction with Branch Manager I, ensures company policies and procedures for the day‑to‑day management of the branch, including security. Oversees the maintenance and physical appearance of the branch office, ensuring compliance with Club standards on the branch audit, identifying needs for improvements and coordinating activity with building services. Adheres to all policies and procedures pertaining to the security of cash, ticket inventory, notary books, and other club property, and is responsible for securing branch funds, including branch deposit. Performs job duties according to department policies, procedures, and practices within scope of authority, including adhering to all club/department safety protocols. Qualifications Education: High School Diploma or GED required; Associate’s Degree preferred. Experience: Customer Service with a focus in Sales required. Licenses and Certifications: Must satisfactorily pass state‑specific and federal background checks during pre‑and post‑hiring in accordance with state and federal requirements. Must meet individual state requirements to perform registry and TSA services, including clearing federal/state specific background checks/processes. Additional information: This job description may not be inclusive of all the assigned duties, responsibilities, or aspects of the job described. Travel to nearby locations to assist with branch coverage may be required. AAA Northeast is proud of its diverse culture, fostered by the many talents, skills, passions, and expertise of its employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work. #J-18808-Ljbffr AAA Northeast