Job: Member Relations Specialist, Explorer Model Stores

Jobing Description

Job Title

Member Relations Specialist, Explorer Model Stores

Career Level

Experienced

Exemption Type

Non-Exempt

Job Type

Part-time

Schedule Required

Position will have a 25-30 hour work week supporting core operating hours of store: M-F, 7a-7p, Sat 8a-5p, Sun 10a-4p.

Job Grade

6

Base Compensation

$14.48 - $18.09/hour

Other Compensation

Additional Variable Incentive Pay Plan

Location

Fairfax, VA, US 22031

Job Description

Competency Category: Customer Service

Purpose

To greet and provide exceptional member and client experiences by effectively representing AAA products and services, in a manner that will build repeat business and generate sales. AAA products and services include membership, auto travel, travel, Show Your Card & Save, financial services, Travel Shop products, insurance and automotive services.

To process payments for all business lines.

Essential Functions Level I:

Learn and use established sales and service techniques to improve member/client retention, to meet or exceed quality standard scores, and to meet established productivity goals. 35%

Effectively manage branch traffic patterns while greeting members, answering telephones and identifying customer needs. 35%

Respond to member requests related to the utilization of their member benefits and assist the member in understanding the value of their membership. 20%

Answer general inquiries as appropriate. 10%

Essential Functions Level II:

Process payments for all business lines. Reconcile cash, check, and charges, process daily reports and ensure balance at end of day. Prepare daily cash deposit as directed. Assists with the receipt and data entry of tickets and travel product inventory and ordering of same as appropriate. 40%

Learn and use established sales and service techniques to improve member/client retention, to meet or exceed quality standard scores, and to meet established productivity goals. 20%

Effectively manage branch traffic patterns while greeting members and processing transactions. 15%

Counsel potential members on the benefits and services of various membership plans with a concentration on selling Plus, Premier and auto renewal. Conduct Membership Review for existing members, update and upgrade plans as appropriate. 10%

Counsel and sell Financial Services products. 10%

Respond to member requests related to the utilization of their member benefits and assist the member in understanding the value of their membership. 5%

Other Duties and Responsibilities Level I:

In conjunction with Retail Office Manager and/or Retail District Manager, reviews and responds to client concerns promptly.

Provide general clerical support to the branch.

Stocks branch promotional materials as required.

Complete other duties as assigned.

Other Duties and Responsibilities Level II:

In conjunction with Retail Office Manager and/or Retail District Manager, reviews and responds to client concerns promptly.

Process passport photos and issue International/Inter-American Driver Licenses as required.

Stocks branch promotional materials as required.

Stocks branch travel shop products as required.

Complete other duties as assigned.

Job Requirements

Level I

Ability to respond to customer inquiries and interact with individuals at a level normally acquired through the completion of a high school degree or equivalent and six (6) months of previous sales and/or customer service experience.

Effective communication skills, written and oral, to allow for accurate completion of work.

Basic proficiency with computer software programs and the Internet.

Basic knowledge of geography and the ability to read a map.

Level II

Ability to respond to customer inquiries and interact with individuals at a level normally acquired through the completion of a high school degree or equivalent and two (2) years of previous sales and/or customer service experience in a cash handling position.

Accurate math skills and the ability to handle multiple tasks simultaneously.

Effective communication skills, written and oral, to allow for accurate completion of work.

Basic proficiency with computer software programs and the Internet.

Basic knowledge of geography and the ability to read a map.