Member Representative I

AAA, the nation’s largest automobile club, is hiring for a full-time Member Representative I in at the Washtenaw County, MI Branch Office. We’re looking for qualified individuals to fill this position.

The Auto Club Group (ACG) is the second largest AAA club in North America. ACG and its affiliates provide membership, travel, insurance and financial services offerings to approximately 8.5 million members across 11 states and two U.S. territories including Florida, Georgia, Iowa, Michigan, Nebraska, North Dakota, Wisconsin, Puerto Rico and the U.S. Virgin Islands; most of Illinois, Minnesota and Tennessee; and a portion of Indiana.  ACG belongs to the national AAA federation with nearly 53 million members in the United States and Canada and whose mission includes protecting and advancing freedom of mobility and improving traffic safety.

Provides support services to members including greeting, servicing and selling travel and membership products (car, hotel, basic tour packages, etc.), generating leads, updating members on travel and insurance specials and providing travel information including triptiks, tour books, maps, etc. Responds to customer inquiries and refers to senior staff or agent when appropriate. Provides cashiering services to members including taking insurance payments (installment, lapse or reinstatement), travel and membership payments, sale of tickets and travel money products, processing remittance/depository transfers and balancing cash drawer.

Promotes auto club group products and services following established guidelines. Participates in a team environment to promote customer satisfaction and consistent service following the customer service model. Receives and resolves member/customer complaints and seeks assistance from management in complaint resolution when appropriate. Participates in office events developed to generate revenue, improve member awareness of products and support local community activities. Provides administrative support to the travel and/or insurance sales staff during peak periods.

Qualifications

• Successful completion of customer service, club, travel and payment processing training within 6 months of hire
• Experience in a customer focused environment

Experience in/with:

• Providing customer focused service and timely solutions to problems
• Word software application
• Taking personal responsibility in seeking solutions to problems
• Multi-tasking and appropriately prioritizing tasks to ensure meeting office customer service goals

Knowledge of:

• Basic mathematical calculations to accurately perform monetary transactions

Ability to learn the following:

• Promoting the sales of insurance, travel, club and membership products and services
• Office cash procedures as they relate to membership, travel and insurance payments; on line cash register operating procedures and payments for Auto Club Group (ACG) products and PPS. Balancing and daily remittance procedures.
• Technology related to travel (e.g. Focal Point, View Point, ITT, Axis, etc.), insurance sales (i.e. POS, IMS, IPM) and membership systems
• Excel software application
• Conduct outbound promotional calls for insurance and/or travel

Ability to:

• • Communicate effectively (verbal and written) with others in a work environment
  • Work effectively in a team environment
  • Exceed member expectations relating to professionalism of demeanor, efficient and effective customer service (on phone or in person) and maintenance of workstation and office facility
  • Work under pressure in a high volume, fast paced customer service environment
  • Work irregular hours including holidays and weekends (may include community events)

Job# 1000977

The Auto Club Group is an equal opportunity employer.