Assistant Sales and Service Manager (60836)

Jump-start your career with AAA Northeast! Take your sales, customer service, and operational skills to the next level by joining our branch team! Our Assistant Branch Manager is a fantastic steppingstone role for candidates who want to grow and learn in a team environment! Our team enjoys fantastic benefits: best-in-class health plans, company matching 401(k), free AAA membership, vacation, holiday and sick pay, competitive salary, incentives and MORE! Make a difference in our members’ lives while enjoying a daytime schedule! Our people are passionate about what they do, the product they sell, and the customers they serve. If you're looking for an opportunity to be a part of a work family that values collaboration, innovation and dedication, we're the right company for you!

What you will do:

- Sales Support and Staff Development: Assists with the supervision of branch employees according to the organization’s business practices, procedures, and state/federal laws. In partnership with the Sales and Service Manager, identifies training needs, supports development efforts, and provides coaching, mentoring, and monitoring of KPIs to contribute to the achievement of branch goals. Leads and executes employee training and development within the branch by onboarding new employees, delivering role-specific and cross-functional training, and ensuring staff demonstrate proficiency and meet performance expectations. Supports continuous learning by reinforcing required competencies, rolling out new or updated training programs for tenured employees, and providing ongoing coaching and guidance to strengthen skills, engagement, and readiness for growth within the branch and organization. Supports branch staffing and scheduling execution by assisting with staff scheduling to ensure appropriate coverage and service levels, maintaining accurate schedule details in Paycom, and supporting timely updates as business needs change. Assists in ensuring employees accurately manage their timecards and adhere to established attendance and timekeeping policies, escalating concerns and trends to the Sales and Service Manager as appropriate.

- Daily Operations: Ensures effective daily branch operations by adhering to company policies and procedures related to cash handling, reporting, and office security. Responsible for the accurate completion of required operational reports, including but not limited to daily cash reports, discrepancy documentation, daily registry reports, monthly inventory, and month-end reports. Adheres to all policies and procedures related to asset security including cash, notary books, and other Club property. When applicable, they are responsible for securing branch funds, including preparation and completion of branch deposits. Maintains overall branch stock, supplies, and facility standards by overseeing inventory levels and the physical appearance of the branch office. Ensures compliance with Club standards, including but not limited to PCI compliance and audit requirements. Identifies needs for improvements or repairs and coordinates activities with Facilities and other internal partners such as HR, Safety, and IT as needed. Processes member transactions as needed in person and over the phone, including Registry Services and TSA, to ensure member requests are completed accurately and efficiently. Assists with monitoring, returning, and handling phone calls. Transactions may include the handling of confidential documents and information and accurate entry into required systems, as well as reviewing applications and forms for completeness. Oversees auto loan transactions and related programs within the branch, ensuring accurate processing and adherence to applicable policies and procedures. Represents the Club within the local community by participating in community and Club-sponsored events and building relationships with town councils, Chambers of Commerce, police and fire departments, local businesses, and educational organizations to enhance AAA visibility and engagement

- Member Service: Ensures a consistently high-quality member experience by actively assisting daily branch service delivery across all business lines, both in person and over the phone. Handles escalated member issues, manages wait times, monitors staff-member interactions, ensures office readiness (including merchandise and materials), and directly services members as needed to support timely and effective transactions. Monitors and assists with the delivery of Registry and TSA services by ensuring appropriate staffing, effective workflow execution, and adherence to all service, security, and regulatory standards. Performs Registry Services and/or TSA transactions as needed, including the secure handling and processing of confidential documents and accurate data entry into required systems. Ensures applications and forms are reviewed for completeness and accuracy, both in person and over the phone, in compliance with applicable laws, regulations, and organizational requirements. Delivers accurate, timely, and complete information to members regarding club products, services, and partnerships. Maintains department service standards by supporting in-person and telephone interactions and ensuring compliance with service expectations related to Registry Services, TSA, and other club-supported offerings. Listens actively to uncover members’ needs and concerns by engaging in meaningful, professional conversations that build trust and understanding. Speaks comfortably and confidentially with members when addressing complex situations. Ensuring respect, and alignment with AAA Northeast privacy and service standards.