AAA Northern New England is seeking applicants for the position of Member Service Counselor in the Williston, Vermont branch. This position is the first point of member contact in a Branch office. Greets members and determines the nature of service required by individual member. Responsible for servicing the needs of the customer and giving added value through cross-sells or advises of other services that are available to the member.
Provide maps, tour books and other travel related materials. Prepare TripTiks and routings for members requesting them. May also make car and hotel reservations for members. Sell member automotive and travel resale products. Provide travel money products and other financial services as necessary.
Identify cross-sell opportunities based on members’ product and service needs. Enhance member relationship through the use of AAA products and services, including automotive and financial products. Provide sales leads to insurance, travel and other departments as appropriate to achieve individual, Branch and organizational metrics.
Sell, renew and process payments on memberships. Process changes to membership files and upgrade memberships to higher value.
May order supplies, receive shipments, send and distribute mail, and maintain office/bookstore inventory. Balance and reconcile cash drawers against end of day reports.
Assist to resolve complaints and discrepancies. Assist in the resolution of member hotel complaints. Properly channel complaints to expedite resolution. Resolve discrepancies on billing statements.
High school diploma, G.E.D. or equivalent certificate required.
2 years of college preferred.
2 years of related work experience preferred.
Knowledge / Skills / Competencies
Demonstrated ability to provide customer service to support Member Satisfaction and Branch Goal attainment. Comprehensive knowledge desired in a variety of the organization’s operating areas, products and services offered. Advanced verbal and written communication skills required as are analytical and time management skills. General typing, Windows, Outlook, Word, and Internet/Intranet access skills required.