Sales & Customer Service Representative

AAA Western and Central New York; City of Tonawanda (NY); On-site; USD 42,000 - 45,000; Full time

Benefits offered by this job

Medical Insurance

HSA with company match

Paid Time Off

401(k) with company match

Flexible Scheduling

Dental & Vision Insurance

Life & AD&D Insurance

Tuition reimbursement

Disability Insurance

Flexible Spending Accounts

AAA membership discounts

Job summary

AAA Western and Central New York in Tonawanda, NY is hiring a full-time Member Services Associate. Starting pay is $19.09/hr plus $2,500–$4,000+ in first-year commissions, with a comprehensive benefits package.

You will engage with members, promote AAA memberships, and provide high-level service across the branch. The role combines sales and service with flexible scheduling and opportunities for growth.

Qualifications

• Strong commitment to outstanding service
• Ability to support branch operations and manage traffic
• Willingness to adapt to policy changes and product lines
• Excellent verbal and written communication
• Flexibility in hours, including weekends/holidays
• Ability to engage with members to build trust
• Proficiency with technology to deliver service
• Commitment to follow all policies and procedures

Responsibilities

• 35% New Members: promote club products and sell AAA memberships
• 20% Customer Service: deliver outstanding member experiences over the phone and in person
• 15% Branch Operations: manage branch traffic and improve operations
• 10% Insurance Referrals: promote AAA Insurance services and generate referrals
• 10% Visa Applications: explain benefits of the AAA Visa card
• 5% Convenience Billing: discuss automatic renewal enrollment
• 5% Retail Store Revenue: support store sales and services

Skills

Customer service

Sales

Communication

Teamwork

Job description

• Starting Pay Rate: $19.09/hr + $2,500 - $4,000+ of commission opportunity (based performance) in 1st year

Benefits

Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical Insurance
• Health Spending Account (HSA) with company match
• Paid Time Off
• Pre-Tax & Roth 401(k) plan with company match
• Flexible Scheduling
• Dental and Vision Insurance
• Life and AD&D Insurance
• Tuition reimbursement & company-paid training programs
• Company Paid Short-term & Long-term disability
• Flexible Spending Accounts
• Tuition reimbursement & company-paid training programs

Compensation

• Starting Pay Rate: $19.09/hr + $2,500 - $4,000+ of commission opportunity (based performance) in 1st year

Benefits

Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical Insurance
• Health Spending Account (HSA) with company match
• Paid Time Off
• Pre-Tax & Roth 401(k) plan with company match
• Flexible Scheduling
• Dental and Vision Insurance
• Life and AD&D Insurance
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts
• Company Paid Short-term & Long-term disability
• Paid Volunteer Time Off
• Flexible Spending Accounts
• Tuition reimbursement & company-paid training programs

Job Responsibilities

• 35% New Members: Offer a Club focused sales approach & continuously promote all Club products/services. Effectively sells AAA memberships to meet/exceed outlined expectations.
• 20% Customer Service: Provide outstanding service to members to create totally satisfied member experiences and loyalty to AAA that create members for a lifetime. Coordinate the member experience from start to finish & assign member to the appropriate AAA associate best skilled to successfully serve the member needs. Bring passion and positive attitude to daily interactions with co-workers and members. Provide outstanding support to Members over the phone as business need requires.
• 15% Branch Operations Support: Manage the branch traffic flow, member wait time and member experience by understanding the needs of each member. Create innovative ways to improve current operations and streamline procedures. Keep informed of new developments in policies, procedures, work methods and AAA product lines. Follow all office safeguard procedures and secures Club assets. Assist with processing weekly travel store inventory orders.
• 10% Insurance Referrals: Proactively recommend and advertise the Club's Insurance agency to generate referrals. Encourage satisfied Members and clients to refer friends, family, and colleagues to the Club's Insurance agency, leveraging positive experience to generate new leads.
• 10% Visa Applications: Engage with prospective customers to inform them about the benefits and features of the AAA Visa card. Highlight key advantages such as rewards programs, travel benefits, and exclusive discounts. Use real-life examples to illustrate potential savings and benefits.
• 5% Convenience Billing: Inform customers about the benefits of enrolling in automatic credit card renewal, such as convenience & uninterrupted service. Ensure outlined enrollment expectations are met and/or exceeded.
• 5% Retail Store Revenue: Provide sales support to the Branch by driving retail store revenue through products including foreign currency transactions, passport photos, international driver permits, AAA tickets, & travel accessories.

Job Specific Requirements

• Strong commitment to providing outstanding service and creating positive member experiences
• Demonstrated ability in supporting branch operations, including traffic flow and wait times
• Ability to stay informed about new developments in policies, procedures, and product lines
• Excellent verbal and written communication skills
• Ability to adapt to changing situations and handle a fast-paced work environment. Flexibility in work hours, including weekends & holidays, may be required.
• Ability to engage in meaningful conversations with members to build value and trust
• Ability to leverage positive member experience to generate new leads
• Proficiency in using various technologies to deliver service and manage operations; as well as ability to adapt to new technologies and tools as needed
• Commitment to follow all policies and procedures to ensure compliance with both internal & external requirements

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
• Must be able to lift, carry, push, pull a maximum of 25 lbs

This position does not offer visa sponsorship now or in the future.