Travel Operations and Sales Support Specialist

TRAVEL OPERATIONS AND SALES SUPPORT SPECIALIST

WHAT YOU’LL DO:

This role is responsible for daily distribution of travel member benefits, including digital and in-person international drivers permits, as well as supporting the retention of travel customers with existing bookings. Also, responding promptly and professionally to inquiries from customers, vendors, and travel agents, ensuring accurate information and courteous communications.

This role will be in-person at our Bellevue location 5 days per week and will include Saturdays.

WHO WE ARE:

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we’ve served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply

WHY YOU’LL LOVE WORKING AT AAA WASHINGTON:

You’ll play an important role in bringing AAA Washington’s spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Efficiently administer and process member on-line sales, such as international driving permits.
• Review applicable documents and accurately process in-person international driving permits to customers in-person at locations such as kiosks or travel events in a timely and customer friendly manner.
• Responsible for travel document recordkeeping, including copying, filing, and distributing.
• Identify travel cross-sell and new business opportunities and refer to the appropriate sales and/or tension channel (i.e. travel insurance)
• Provide technical sales support of digital products by appointment (i.e. currency, TripTiks).
• Collaborates with team members to resolve customer issues.
• Resolve customer issues in collaboration with team members.
• Receive, process, and/or distribute documents, including return mail, paper mail, payments and faxes.
• Review, respond, and/or forward centralized store email boxes
• Support travel advisors by responding to inquiries from travel customers with existing bookings.
• Document all travel inquiries and reservation changes in the CRM.
• Back up the Travel Help Desk with internal support or referral for all travel technology issues including answers, advice, troubleshooting, and follow-up, referring to more complex problems to manager or technical staff.
• Responsible for contributing to the Key Performance Indicators, Service Level Agreements, and Annual Operating Plan of the Travel Operations Team.
• Responsible for meeting the individual Key Performance Indicators of a Travel Operations and Sales Support Specialist.
• Acts as an AAA Membership Ambassador by advocating and supporting the growth and retention of AAA Washington members.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values

SUPERVISORY RESPONSIBILITIES:

• This job does not have supervisory responsibility.

MINIMUM QUALIFICATIONS:

• High school diploma or GED
• 2+ years’ experience in office support or administrative role
• 1+ years’ experience in customer service

PREFERRED QUALIFICATIONS:

• 4 years of experience in customer service

CERTIFICATES, LICENSES, REGISTRATIONS:

• None

KNOWLEDGE, SKILLS, ABILITIES:

• Skilled in establishing rapport, gaining the trust of others and ability to maintain cooperative working relationships.
• Able to model a high standard of quality and commitment to serving the public and able to anticipate, monitor and meet the needs of members.
• Ability to respond with empathy in an appropriate manner, exhibiting patience and compassion during times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Skilled in working independently, prioritizing and following through on assignments with minimal direction.
• Skilled in using MS Office Platform, troubleshooting and navigating technologies/programs
• Excellent written and verbal communication skills.
• Strong documentation and accuracy skills, ability to notice discrepancies and inconsistencies in available information.
• Ability to work in a fast-paced environment while ensuring member satisfaction.

SALARY:

• Hiring Range: $21.04 - $24.18 hourly

BENEFITS WE OFFER:

• Health insurance (medical, vision, dental and prescription drug)
• Up to 22 days of Paid Time Off (PTO) in the first year
• Eleven paid holidays in addition to PTO
• 401(k) with Employer Match
• Life, Short-Term Disability and Long-Term Disability insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off per year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts and Perks
• Paid, on-going training throughout your career
• THRIVE wellness program
• Tax-advantaged commuter benefit
• Free parking
• Financial Literacy Education

WORK ENVIRONMENT & PHYSICAL DEMANDS:

• This role is 100% in person at our Bellevue location.
• The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

OTHER:

• Equipment used: Computer, phone, various virtual technologies and programs, other office equipment.
• Travel: Rarely travel

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER:

Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.