Full Job Description
Meets and exceeds sales goals while providing high levels of service and building valuable member relationships. Promotes Club-owned and preferred products, keeping up to date with partner and industry trends. Represents AAA as a Brand Ambassador supporting all product lines and services.
Products and Sales – Sells appropriate travel products based on personal knowledge and industry trends, qualifies clients to determine their needs and preferences. Offers a range of travel products and services including tours, cruises, airline tickets, car rentals, hotels, rail, and travel insurance. Focuses on promoting Club-owned and preferred partners including ancillary products. Completes sales process through receipt of payments, keeps travel client informed of changes, maintains client files, and contact with client before and after client has returned from travel. Proactively grows client base, works with current clients and local community to increase sales.
Service – Ensures the delivery of Five Diamond Service and Service Excellence in travel and branch operations; builds relationships with each client, to engender loyalty to Club products and services; acts as member of branch team and supports Club policies and procedures for delivery of service. Makes decisions and resolves problems when needed, using AAA’s Five Diamond service standards in the handling of unique circumstances and member complaints; advises members of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts.
Travel Knowledge – Deepens and broadens knowledge of travel products and services; stays informed of “hot” destinations and capitalizes on Educational Travel Program policy to enhance destination knowledge; participates in Club sales and product training; develops understanding of industry regulations and restrictions. Independently completes Travel Partner training programs earning necessary certifications
Brand Ambassador – Encouraged to use community and social networks to grow business. Processes all travel reservation activity through the appropriate travel and accounting systems; follows department, ARC, WISP (Written Information Security Policy), other federal government regulatory procedures and guidelines, ensuring accuracy and minimizing errors; informs manager of any glitches or inconsistencies in systems. Cross sells other Club products and services, Global Money, AAA Visa. Works with other departments, including but not limited to; Travel Accounting, Product, Business Operations, Training, and Member Relations to coordinate and gather appropriate information for the member or department issues. May participate in travel department promotions and functions; may escort s group tours.
For MVP/Digital Leads:
Nurtures online sales leads—identifies prospective clients’ needs and suggests appropriate services; responds to inquiries in a timely fashion; follows up with prospective clients on a regular basis; documents quotes and contact efforts in the Club’s CRM system.
Fields Live Support Chat inquiries (requests for quotes, questions about travel requirements/restrictions, etc.).
Communicates effectively with clients and prospective clients via their preferred method of communication (phone, chat, videoconferencing, and/or email).
Assists with incoming Travel Center calls as needed.
Other duties may be assigned.
High school Diploma or GED Required
2+ years of experience in the travel industry preferred.
AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. As we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.