Travel Member Relations Counselor

Overview

Travel Member Relations Counselor (56521) at AAA Northeast
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Hours:

Mon-Friday 9:00am-5:00pm

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, 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.

• Provides timely acknowledgement, follow up and problem resolution of complaints. Will work with suppliers, members and travel team in order to come to satisfactory resolution. Determines travel reimbursements in accordance with policies. Maintains accurate logs of workflow and records complaints in a timely manner.
• Utilizes call monitoring to assist in problem resolution, works with team members to resolve issues.
• Manage AAA Price Match program, following procedures with our suppliers. Utilize available resources and creativity to secure sale for AAA.
• Reviews Quality Standard Survey results to make assumptions regarding training and operational recommendations.
• Keeps abreast of changing trends in the travel industry, attends trainings when needed. Assists management with special projects including activities designed to improve operational efficiencies and increase sales and service expectations.
• Develops and implements a grading structure for suppliers and advisors to identify areas of strength and opportunities. Schedules meetings with suppliers to review progress and identifies training needs.
• Identifies bookings that are approaching the next tier or penalty phase with suppliers. Keeps track of where we are in the process.
• Assists and works with travel advisors on hold with suppliers when needed.

Education

• High School Diploma or GED required
• Associate's Degree preferred

Experience

• 2-3 years Customer service experience required
• 2-3 years handling customer escalations for dissatisfaction with products/services preferred

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.

We thrive when our team members bring their whole selves to work.