Field Travel Agent - Ocala

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 generating profitable sales, revenue growth, and repeat travel bookings. The agent sells travel products and services, AAA memberships, and AAA credit cards; prepares travel packages; completes reservations and arrangements; and advises clients about travel documentation and requirements. The role involves managing customer concerns through resolution, entering sales information into the CRM system, following up after trips, and building a repeat-client business through referrals, leads, and annual re-engagement. The agent uses AAA ACG digital and communication technologies and may monitor travel system performance and report concerns or suggest improvements. The position works in a temperature-controlled office or from home and 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 aptitude, including using websites for research and booking.
Knowledge and skills in PC software applications, including Microsoft Office.
Ability to perform basic math calculations, including percentages, for travel sales transactions.
Ability to listen to clients and communicate effectively with the public and vendors.
Ability to think critically and solve problems.
Ability to demonstrate honesty, integrity, empathy, trustworthiness, and professionalism.
Ability to manage time effectively and work irregular hours.
Ability to grow a personal book of business and repeat clients proactively.
Ability to work effectively within a team.
Ability to learn consultative selling and the sales process, including prospecting, qualifying, developing, and closing travel, membership, and credit card business.
Ability to learn how to enter travel information into the AAA ACG reservation and financial system.
Ability to learn Payment Card Industry Data Security Standards (PCI DSS) requirements.
Ability to learn travel packages, products, services, and preferred suppliers to match offerings to customer requirements.
Ability to learn travel systems, including airline reservation systems, Travelport, supplier websites, and Agent Max.
Ability to learn airline rules and regulations, travel protection insurance, cancellation and change policies and penalties, and domestic and international travel requirements for disease control.
Ability to learn how to anticipate member needs and recommend or refer additional AAA products and services.
Ability to learn world geography, language, cultural concerns, events, holidays, and currency considerations.
Ability to learn payment methods and technologies used while traveling, including credit, debit, prepaid, mobile wallet, EMV chip, and PIN.
Ability to learn telecommunications, personal technology, and electrical power considerations while traveling.
Ability to learn travel safety and security best practices.
Ability to develop deep expertise in specific areas of travel and anticipate traveler questions, requests, and needs.

Responsibilities

Establish and grow member relationships to improve the AAA member experience and generate profitable sales and repeat travel bookings.
Achieve assigned travel, membership, and credit card sales goals.
Sell cruises, tours, hotel accommodations, air travel, car rentals, travel insurance, AAA credit cards, AAA memberships, and related products and services.
Prepare complex and/or large-scale domestic and international travel packages.
Complete reservations and advise clients about documentation requirements.
Make travel arrangements, including reservations, collecting payments, and processing documents.
Receive customer concerns and champion them through resolution.
Enter company travel sales data into the CRM system according to company guidelines.
Follow up after travel to confirm client satisfaction and build lasting relationships.
Ask for referrals and build a book of client business using the AAA ACG lead system.
Advise clients on travel value, locations, and modes of travel suited to their needs and expectations.
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.