Position Description
Position Title: Member Services Counter Consultant/Call Center
Department: Member Services
Reports To: Vice President, Member Services
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Summary
The primary function of this position is to service the customers at the Member Services Counter and on the telephone by providing the customer with accurate auto travel information. This includes, but is not limited to, the essential duties listed below.
Qualifications
To perform this job successfully, an individual must be able to perform each essential duty and responsibility satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations will be made to meet the specific ADA needs of the incumbent as may be required and as qualifications are determined as non-essential. It is the responsibility of the applicant or employee to notify the employer of the request for and need for accommodation during the interview process, or at any time during employment, should the need for accommodation develop while employed.
- High school diploma or general education degree and previous related experience and/or training.
- Ability to read, write, and orally communicate with English as the essential language.
- Ability to use personal computer.
- Personal characteristics of being alert to details and conscientious to perform quality services.
- Interpersonal skills needed to interact with associate employees, members, non-members, and outside organizations.
- Organizational skills required to perform operational tasks.
- Available to work additional hours and weekends.
Essential Duties
- Provide excellent customer service.
- Prepare TripTiks, marked maps for walk-in and telephone customers.
- Sell/Process requests for all membership transactions.
- Process Foreign Money transactions.
- Sell Travel Store Items – i.e. Luggage, EZPass.
- Take Passport Photos and provide passport new/renewal information.
- Assist Call Center answering member services calls.
- Cross-sell all Travel/Member Services products/AAA member benefits.
- Prepare/Stock Counter/Travel Store for daily operations.
- Provide customer care and resolve customer complaints.
- Provide support for Membership Coordinator as requested.
- Perform any other duties as may be requested by management for efficient fulfillment of job responsibilities.
- The above statements shall not be construed as a detailed description of all the work requirements inherent in this job and may be modified by management as required.