Field Travel Agent - Ocala

AAA-The Auto Club Group•Ocala, FL

About The Position

The Field Travel Agent establishes and grows mutually beneficial relationships with AAA Members to enhance their member experience and use of AAA benefits, while driving profitable sales, revenue growth, and repeat travel bookings. The agent works toward assigned travel, membership, and credit card sales goals and sells cruises, tours, hotels, air travel, car rentals, travel insurance, AAA credit cards and memberships, and related travel products and services. The role prepares complex or large-scale domestic and international travel packages, makes reservations and other travel arrangements, advises clients on documentation requirements, collects payments, and processes travel documents. The agent champions customer concerns through resolution, records sales information in the company CRM system, and follows up after travel to confirm satisfaction and build lasting client relationships. The agent uses the AAA ACG lead system to solicit referrals and grow a personal book of business, re-engages past clients annually to plan future bookings, and learns and uses AAA ACG digital and communication technologies. The role may also monitor travel-system performance, report concerns to management, and suggest improvements. This position has no supervisory responsibilities. Work takes place in a temperature-controlled office or from home. Regular and reliable attendance is essential, and the role requires the ability to work irregular hours.

Requirements

GED or high school diploma.
At least 1 year of business-to-consumer sales experience.
Verifiable strong interpersonal, customer relationship, and communication skills.
Verifiable internet and social media savvy, including use of internet sites for research and booking.
Verifiable PC software application knowledge and skills, including Microsoft Office.
Able to learn consultative selling and sales-process skills for prospecting, qualifying, developing, and closing travel, membership, and credit card business.
Able to learn how to enter travel information into the AAA ACG reservation and financial system and comply with PCI DSS requirements.
Able to learn travel packages, products, services, preferred suppliers, and the travel systems used for air, car, hotel, cruises, tours, and insurance bookings.
Able to learn airline rules and regulations, travel protection insurance, and cancellation and change policies and penalties.
Able to learn how to anticipate member needs and recommend or refer additional AAA products and services.
Able to learn world geography, language and cultural considerations, events, holidays, currency, payment methods, telecommunications and electrical power considerations, disease-control requirements, and travel safety and security practices.
Able to perform basic math calculations, including percentages, for travel sales transactions.
Able to listen to clients and communicate effectively with the public and vendors in a work environment.
Able to think critically and solve problems.
Consistently demonstrate honesty, integrity, empathy, trustworthiness, and professionalism.
Demonstrate passion and enthusiasm for travel and develop deep expertise in specific travel areas.
Anticipate travelers’ questions, requests, and needs and take appropriate action proactively.
Manage time effectively and work irregular hours.
Proactively grow a personal book of business and repeat clients.
Work effectively within a team to optimize organizational efficiency and traveler experiences.
Consent to a background and drug screen if offered employment.

Responsibilities

Build and maintain mutually beneficial relationships with AAA Members to improve their experience and encourage use of AAA benefits.
Achieve assigned travel, membership, and credit card sales goals.
Sell cruises, tours, hotel accommodations, air travel, car rentals, travel insurance, AAA credit cards, memberships, and related products and services.
Prepare complex or large-scale domestic and international travel packages.
Make reservations and other travel arrangements, advise clients about documentation requirements, collect money, and process documents.
Champion customer concerns through resolution.
Enter travel sales data into the CRM system in accordance with company guidelines.
Follow up after travel to confirm client satisfaction and build sustainable relationships.
Ask for referrals and grow a personal book of client business using the AAA ACG lead system.
Advise clients on travel value, location, and mode to meet their requirements and exceed expectations.
Proactively re-engage past clients annually to discuss, plan, and sell future bookings.
Learn and use AAA ACG digital and communication technologies to achieve objectives.
May monitor travel-system performance, notify management of concerns, and suggest improvements.