Branch Customer Service Representative

Job Type:

Job Description:

Customer service talent is in demand, and today’s candidates want a role where they can build relationships, grow their skills, and make a real impact every day.

As a Branch Customer Service Representative with The Auto Club Group, you’ll be the welcoming face of AAA—helping members with trusted products and services while driving satisfaction, sales, and long-term career growth.  This is an onsite position located our Grand Rapids SE Branch Office.

Location Details: Branch office in Kentwood, Michigan

Position Schedule:  Monday - Friday 8:30 a.m.– 5:30 p.m.

Key Responsibilities

• Member Service & Sales: Greet, service, and support members by promoting and selling membership, travel products, select banking products, and other ACG offerings.
• Lead Generation & Promotions: Generate leads, share travel and insurance specials, provide travel information, and conduct outbound promotional calls for insurance and travel products.
• Customer Support & Problem Resolution: Respond to member inquiries, help resolve complaints, and refer complex questions or concerns to senior staff, agents, or management when appropriate.
• Cashiering & Payment Processing: Process payments for insurance policies, travel products, tickets, and travel money products while handling remittance/depository transfers and balancing the cash drawer.
• Branch & Team Support: Provide administrative support to travel and insurance sales staff during peak periods and participate in office activities that support branch goals.
• Additional Responsibilities: Perform other duties as assigned.

Required Qualifications

• High School Diploma or equivalent

• Customer Experience: Experience working in a customer-focused environment and delivering timely, helpful solutions.
• Problem Solving & Ownership: Ability to take personal responsibility, use good judgment, and seek solutions when challenges arise.
• Digital Confidence: Comfortable using Microsoft Office applications and learning workplace technology that supports customer service.
• Organization & Prioritization: Able to multitask, prioritize work effectively, and stay focused on meeting office and customer service goals.

Key Strengths for Success in This Role:

• People-First Service Mindset: Bring passion and enthusiasm for working with people while consistently exceeding member expectations through professionalism, efficient service, and a well-maintained work area.
• Communication & Teamwork: Communicate effectively, both verbally and in writing, and work collaboratively in a team environment.
• Accuracy & Attention to Detail: Perform basic mathematical calculations accurately to support monetary transactions.
• Adaptability & Pace: Work under pressure in a high-volume, fast-paced customer service environment.
• Schedule Flexibility: Work irregular hours, including holidays and weekends, and participate in community events when needed.

Work Environment

• This is an in-office position.  Employees will service ACG members in-person and are based on site in an ACG branch facility.

Compensation & Benefits Overview

ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.)

Compensation:

• Competitive hourly wage of $19.00–$21.50, based on experience, plus additional incentives and annual bonus potential based on performance.

Benefits:

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.
   

Retirement & Savings

• 401(k) plan to support long-term financial goals
  • 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax.
  • Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting.
  • Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment.
• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements.
• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
• Paid Holidays:
• Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day.
• Holidays vary by business unit schedules.
• Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

Job Posting Period: This position is expected to remain posted through 7/31/2026 however, it may close at any time once a qualified candidate pool is identified.

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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 heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.