Travel Customer Experience Representative

Job Responsibilities

• Provide domestic and international travel assistance, including hotel and car reservations, flights, cruises, tours, AAA Group Travel, TripTik® requests and travel insurance.
• Conduct timely outbound calls for event inquiries, reconnect opportunities, marketing-generated leads, and other assigned outreach.
• Aid 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.
• Handle inbound travel sales and service inquiries with professionalism across phone, email, and virtual channels.

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.