Job Description

Travel Customer Experience Representative

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our missionto be our members' most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical, Dental, Life and AD&D Insurance
• Flexible work schedules
• Pre-Tax & Roth 401(k) plan with company match
• Health Spending Accounts with company contribution & Flexible Spending Accounts
• Company Paid Short-term & Long-term disability
• Paid time off
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts
• Paid Volunteer Time Off

Job Responsibilities

40% Travel Service & Sales Support: Provide domestic and international travel assistance, including hotel and car reservations, flights, cruises, tours, AAA Group Travel, TripTik requests and travel insurance, ensuring members receive accurate information and a smooth planning experience. Conduct timely outbound calls for event inquiries, reconnect opportunities, marketing-generated leads, and other assigned outreach to ensure members receive proactive travel support. Assist members in exploring travel options by identifying their needs, offering suitable recommendations, and guiding them through the planning process. Build relationships with members through outbound engagement, networking, referrals, and community interactions to enhance awareness of available travel services. Handle inbound travel sales and service inquiries with professionalism across phone, email, and virtual channels.

30% Salesforce CRM Processes & Data Integrity: Use Salesforce CRM to manage leads, make calls, log activities, update milestones, and ensure all transactions are fully documented. Leverage all training resources to ensure proper salesforce process completion. Maintain accurate CRM data for member interactions and travel transactions. Identify and correct CRM data errors to maintain accuracy. Follow Salesforce workflows for reporting and forecasting accuracy. Identify and resolve CRM issues such as duplicates or missing information.

10% Error Management & Quality Control: Prevent, identify, and resolve booking errors and data inaccuracies. Collaborate with internal teams to resolve system or workflow challenges.

10% Member/Customer Satisfaction & Experience Excellence: Provide high-quality, personalized travel support to members via phone, email, and virtual appointments before, during, and after travel. Assist members with travel disruptions and changes, delivering timely and effective solutions. Maintain a positive, professional, solutions-focused approach. Respond promptly to member and customer inquiries, ensuring timely availability to assist across phone, email, and virtual channels. Meet or exceed departmental stands related to schedule adherence, productivity, and answer rate.

10% Membership Growth & Promotion: Promote AAA Club products and services using a member-first consultative approach. Sell AAA memberships to meet or exceed goals. Manage membership leads in Salesforce with accurate documentation. Handle overflow membership calls through the phone queue.

Job Specific Requirements

• Strong customer service skills with the ability to support Membership growth and contribute to overall team productivity while developing foundational travel sales knowledge
• Proficiency in Salesforce CRM for lead management, activity logging, and maintaining high-quality, accurate data
• Demonstrated experience with outbound calling, including high-volume outreach and lead conversion
• Excellent verbal and written communication skills with the ability to build rapport quickly
• Familiarity with AAA products, membership structure, and Club service offerings
• Ability to use travel booking platforms (e.g., GDS, vendor portals, online booking engines)
• Strong customer service skills with a focus on problem-solving and creating exceptional member experiences
• Knowledge of domestic and international travel products, suppliers, booking systems, and industry best practices
• High attention to detail with the ability to identify, correct, and prevent errors in bookings or CRM entries
• Ability to multitask and manage multiple itineraries, calls, and follow-ups in a fast-paced environment
• Comfort working in a structured, metric-driven environment with required phone queue time and schedule adherence
• Ability to navigate multiple computer systems and tools simultaneously
• High degree of professionalism, integrity, and commitment to AAA standards.

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
• Must be able to lift, carry, push, pull a maximum of 25 lbs

Starting rate: $21.10/hr + Incentive Opportunity

Qualifications

Education

Required

Associates or better in Hospitality and Resort Management or related field.

Experience

Required

1-2 years: Experience in the travel industry or a customer service/call center environment with demonstrated success meeting quality, adherence, and service performance expectations.

Preferred

Membership-based service experience is a plus. Experience providing consultative product or service recommendations role.

Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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