Travel Agent, Full Service, Travel Contact Center

AAA Mid-Atlantic

26d•$16 - $30•Remote

About The Position

AAA Club Alliance is seeking a Travel Agent (Full Service) to join our Travel Contact Center. This role supports Member/non-Member sales and service on multiple levels through multiple communication channels related to full-service domestic and international travel products. This role utilizes relationship-selling to match products and services to meet the needs of Members and non-Members while maximizing Membership and Travel benefits. This role requires the leveraging of travel industry knowledge and experience to resolve travel-related issues. Travel arrangements shall include complex domestic, international, and FIT trips. This is a work from home position. Candidates MUST live within one of the following states to be considered: Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, West Virginia.

Requirements

High school diploma or equivalent
Two (2) years of leisure travel industry experience
Working knowledge of an automated airline reservation and ticketing system
Proficiency in utilizing online travel resources and booking engines
Must be able to attend all training.
Ability to function in a sales environment and 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.
Extensive knowledge of worldwide geography.
Advanced customer service, problem resolution, and sales skills.
Ability to work overtime and/or holidays necessitated by business and/or weather conditions.

Nice To Haves

Graduate of an accredited travel school preferred.
Ability to void tickets and do simple exchanges is preferred.

Responsibilities

Serve Members/non-Members through telephone, email, and web chat channels by selling and servicing all domestic and international travel-related products.
A concentration on Club Owned and 5 Diamond vendor products is required.
Book and counsel Members/non-Members on all domestic and international travel needs, including FIT (fully independent travel).
Operates and is familiar with all ACA travel systems and applicable 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.
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.
Keep current on new developments, products, services, policy changes, etc., and apply them correctly in performing tasks; maintains a high level of expertise in technical/functional areas as they relate to AAA travel platforms.
Ability to void tickets and do simple exchanges is preferred.
Mentor other Travel Contact Center Associates.
Maintain working knowledge of all Club travel promotions and offerings in order to assist callers with their travel plans.
Create and maintain long-term relationships with travel clients to foster repeat business.
Other duties as assigned.