Branch Customer Service Representative - Bluffton

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Hourly

Job Description:

 

Position Description

Primary Duties and Responsibilities (details of the basic job functions):

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.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

None

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• Successful completion of Customer Service, Club, Travel and Payment Processing training within  6 months of hire

• *Attain the appropriate State Property & Casualty license within 60 days of hire*

• may be required to attain and maintain state membership licenses as appropriate by department

Experience:

• working in a customer focused environment

• 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 and Skills:

Knowledge of:

• basic mathematical calculations to accurately perform monetary transactions

• 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)

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

*Use only in limited circumstances approved by Field AVP/Director

Preferred Qualifications

Work Environment

Work in a temperature-controlled office environment.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its he