Member Experience Associate TSC Advisor

Description

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 mission—to 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

Job Responsibilities

25% Member Satisfaction : Provide outstanding service to members to create totally satisfied member experiences and loyalty to AAA that create members for a lifetime. Bring passion and positive attitude to daily interactions with co-workers and members. Actively make recommendations to enhance and improve member or customer travel experience. Provide travel assistance to clients during an event causing disruption to their travel.

25% Travel Sales : Provide domestic and international planning services for members including hotel & car rental reservations, tour packages, AAA group travel, airline tickets and travel insurance. Collaborate with manager to set individual monthly travel sales goals and create a plan to achieve them. Ability to prospect new business via networking events, cold calling and other prospecting techniques, including social media, where applicable. Manage client milestones by following the sales lifecycle to continuously increase and grow individual and company member base.

15% Cross Recommendations : Promote and sell AAA products and services, including AAA memberships Visa, credit card, utilizing the AAA sales process to determine member needs and provide the best recommendations. Provide referrals to Insurance Sales associates.

15% Efficiency : Consistently meet or exceed department standards related to schedule adherence, training times, break / lunch time, etc. Ensure established policies and protocols are followed, including but not limited to : usage of correct "off queue" codes, timeliness of returning to queue, "ready to work," call off and PTO request procedures.

10% Communication & Collaboration : Establish and maintain effective working relationships with other departments. Offer or assist fellow team members as needed. Utilize experts on team to help answer member questions relating to destinations where more information is needed. Adapt to changing processes and travel industry trends.

10% Job Knowledge : Demonstrate continuous learning and share expertise by keeping current on travel trends and industry news. Keep informed of new developments in relation to vendor(s) policies, procedures, work methods and AAA product lines. Follows all office safeguard procedures and secures club assets.

Job Specific Requirements

• Strong knowledge of domestic geography preferred.
• Working knowledge of computer software and ability to effectively navigate multiple systems.
• Obtain and maintain required licenses or certifications including Travel Accident and Baggage Insurance.
• Must be able to work flexible schedule as required to meet business needs.

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

Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time

Must be able to lift, carry, push, pull a maximum of 30 lbs

Qualifications

Education

Preferred

Experience

Preferred