Job Description

Retail Service Specialist

This position is an entry-level position in the branch that will support services such as DMV transactions and the sale of movie and attraction tickets. Additionally, the position cross-sells key products and services and works reception as needed. May perform requested services, such as IDPs, passport photos, and distribution of maps and entitlements. The position is responsible for maintaining service quality levels and providing added value through MRM to cross-sell and offer other services while maintaining high levels of accuracy and achieving individual cross-sell goals as assigned.

Job Duties

• Process DMV transactions, take passport photos, distribute maps and entitlements, and provide other services for members. Identify cross-sell opportunities based on members' product needs and service requests. Enhance member relationships by diversifying the use of products and services including the sale of attraction and movie tickets. Provide leads to insurance, life, travel and other departments as appropriate. Meet cross-sell goals.
• Process upgrades from basic memberships to memberships with higher value (AAA+ or RV or Premier etc.) and offer member add-ons and automatic renewal, when appropriate. Order lost (not received) cards and issue temporary membership cards.
• Provide support to reception as needed. Maintain and update member information in POS (make necessary changes to members' phone number and e-mail, address or any other updates as required). Identify New Members and act accordingly, per Branch instructions (advise New Members of current member benefits and introduce to Branch Management).
• May order supplies, receive shipments, send and distribute mail, and maintain Branch bookstore inventory. May also provide administrative support to travel through document printing, brochure ordering and any other similar tasks.
• 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 lower complexity Automotive and Cashiering transactions efficiently and quickly. Ensuring adequate information is obtained from the member before entering complex requests into the queue (provide appropriate DMV paperwork for member to fill out while waiting for a DMV Specialist, etc.)
• Decisions are generally limited to how to best service the member. The position analyzes member requests and determines the best service recommendations/actions.

Qualifications

• High School GED Required
• 1-3 years Customer service Preferred
• Moderate knowledge of most ACE products and services desired in the following areas: travel counseling, publications, maps, regulations and routing.
• Must be able to order maps and other travel supplies.
• Requires the ability to learn the operation of Branch equipment, such as computers, printers, and passport photo cameras.
• General knowledge of Mexico Insurance and travel documents as well as International driver's permits desired.
• Must be able to acquire knowledge and training on DMV rules, regulations and procedures regarding renewals.
• Windows, Outlook, Internet/Intranet access skills required.
• General knowledge of Club systems preferred.
• Capable of completing Computer Based Training Courses as required for Club training.

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 plan with company match AND Pension Tuition assistance PTO for community volunteer programs Wellness program Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 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 1902, 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. 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).

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