Sales Associate, Travel Contact Center

AAA Mid-Atlantic

4d•Remote

About The Position

MAJOR JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES (List in order of importance) Serve Members/non-Members through telephone, email, and web chat channels by selling and servicing air, car, rail, and hotel reservations. A concentration on Club Owned and 5 Diamond vendor products is required. Book and counsel Members/non-Members on primarily domestic air, rail, hotel, and car reservations. Operates and is familiar with applicable automated airline reservation and ticketing system as well as travel partner booking sites. Assumed proficiency within six months. Complies with all ARC regulations and Club policies and procedures in the collection and handling of assets. Maintains Audit compliant files and indexes relevant travel documents using the DocuWare storage platform Answers and accurately processes incoming telephone calls, e-mails, and web chat sessions related to AAA travel while demonstrating a pleasant and professional manner in compliance with quality guidelines while actively looking for upsell and cross sell opportunities to meet Members’ needs. Create and maintain long-term relationships with travel clients to foster repeat business. Meets or exceeds established minimum production/performance requirements. Participates as a user in testing of new systems/procedures. Demonstrates creative problem solving skills and identifies alternatives; considers the likely impact of decisions before implementing them. Keeps current on new developments, products, services, policy changes, etc., and applies them correctly in performing tasks; maintains a high level of expertise in technical/functional areas as they relate to AAA travel platforms. Assists Members with auto travel plans by providing hotel reservations along planned route. Other duties as assigned. JOB REQUIREMENTS/QUALIFICATIONS (Education/Training, Experience and Certifications) High school diploma or equivalent. One year previous sales and/or customer service experience. KNOWLEDGE SKILLS AND ABILITIES (Those necessary for competent performance of the job) Ability to respond to customer inquiries and interact with others in a high-volume contact center environment. Effective written and oral communication skills to handle telephone, email, and web chat interactions as well as other job functions. Ability to work effectively with Associates throughout the ACA organization. Proficiency in PC usage as well as GDS and other travel platforms. Participates as a user in testing of new systems/procedures. Strong customer service, problem resolution, and sales skills. Ability to work overtime and/or holidays necessitated by business and/or weather conditions. To the qualified candidate, we offer: • A competitive salary of $Click here to enter starting salary to $Click here to ending salary, depending on experience. • Click here to enter any bonuses, commissions, and perks etc. • Click here to enter all appropriate insurance, benefits, 401 k1403b, holidays and vacations, etc. • Click here to enter List a "soft" perk, such as "The opportunity to work in a small office setting where you can see the impact of your contributions on a daily basis" if the company is small, or "the opportunity to lend your own expertise to developing operational initiatives and procedures" if this is a visionary or new role at the company. Full time Associates are offered a comprehensive benefits package that includes: Medical, Dental, and Vision plan options Up to 2 weeks Paid parental leave 401k plan with company match up to 7% 2+ weeks of PTO within your first year Paid company holidays Company provided volunteer opportunities + 1 volunteer day per year Free AAA Membership Continual learning reimbursement up to $5,250 per year And MORE! Check out our Benefits Page for more information ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance. Job Category: Sales Work from home or remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia. AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly 7.4 million members in 13 states including Washington, D.C. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team. We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while growing their own career. So that leaves one question, are you ready to make a difference? Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Associate referral process! We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can learn more about our benefit offerings here. AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to [email protected].

Requirements

High school diploma or equivalent.
One year previous sales and/or customer service experience.
Ability to respond to customer inquiries and interact with others in a high-volume contact center environment.
Effective written and oral communication skills to handle telephone, email, and web chat interactions as well as other job functions.
Ability to work effectively with Associates throughout the ACA organization.
Proficiency in PC usage as well as GDS and other travel platforms.
Participates as a user in testing of new systems/procedures.
Strong customer service, problem resolution, and sales skills.
Ability to work overtime and/or holidays necessitated by business and/or weather conditions.

Responsibilities

Serve Members/non-Members through telephone, email, and web chat channels by selling and servicing air, car, rail, and hotel reservations.
A concentration on Club Owned and 5 Diamond vendor products is required.
Book and counsel Members/non-Members on primarily domestic air, rail, hotel, and car reservations.
Operates and is familiar with applicable automated airline reservation and ticketing system as well as travel partner booking sites.
Assumed proficiency within six months.
Complies with all ARC regulations and Club policies and procedures in the collection and handling of assets.
Maintains Audit compliant files and indexes relevant travel documents using the DocuWare storage platform Answers and accurately processes incoming telephone calls, e-mails, and web chat sessions related to AAA travel while demonstrating a pleasant and professional manner in compliance with quality guidelines while actively looking for upsell and cross sell opportunities to meet Members’ needs.
Create and maintain long-term relationships with travel clients to foster repeat business.
Meets or exceeds established minimum production/performance requirements.
Participates as a user in testing of new systems/procedures.
Demonstrates creative problem solving skills and identifies alternatives; considers the likely impact of decisions before implementing them.
Keeps current on new developments, products, services, policy changes, etc., and applies them correctly in performing tasks; maintains a high level of expertise in technical/functional areas as they relate to AAA travel platforms.
Assists Members with auto travel plans by providing hotel reservations along planned route.
Other duties as assigned.