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Remote

AAA Auto Club Group
Full Time
North Carolina
From $14.44 an hour
Posted 18 days ago
Job description
Job Description


Remote – Travel Customer Service Rep.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 13.5 million members and customers across 14 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

Primary Duties and Responsibilities:

  • Assist Travel Sales Specialist in all aspects of their client’s vacation plans by listening, responding, and communicating with client and agent
  • Engage client throughout their travel wait period by touching base with updates, recommendations and answering their questions
  • Quality control reservation made by Travel Sales Specialist to ensure accuracy. Process e-folder containing invoice and booking information
  • Send AAA Terms and Conditions (waiver) for electronic signature and follow up with clients if document is not returned
  • Assist with and complete online check-in for cruises, tours, Walt Disney World reservations
    Process final travel documents to send to the client in a timely manner
  • Disney and Universal Reservations - arrange dining, fast passes, special event and activities for clients. Order Touring Plans at time of reservation
  • Collect final payments, when necessary and process in Salesforce
  • Modify reservation in absence of booking agent, update Salesforce accordingly
  • Attend and complete ongoing vendor, product and destination training.
  • Communicate with agent (as their assistant) via various communication channels
  • Complete any other duties that may be assigned within the scope of the Inside Sales representative role

Preferred Qualifications:

Education:

  • College level coursework in Business, Marketing, or other related field, applicable professional/technical certification courses or related work experience

Experience:

  • Working within a customer service environment
  • Working within a call center environment
  • Preparing marked maps and trip tiks
  • Airline reservation center, corporate on-site facility, or high productivity within a leisure agency
  • Travel agent/direct service/telephone sales
  • Use of Apollo or other CRS systems

Knowledge and Skills:

  • Insurance processing includes understanding policy/coverage terminology
  • Insurance policies and procedures
  • Advanced sales techniques

Total Compensation Overview:

  • Travel Customer Service Reps will earn a competitive hourly base pay starting at $14.44
  • Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
    • 401k Match
    • Medical
    • Dental
    • Vision
    • PTO
    • Paid Holidays
    • Tuition Reimbursement

Work Environment

Remote - Work from home, ability to sit for the majority of the work day. Willingness and ability to work irregular shifts, including weekends and/or holidays

Qualifications

Required Qualifications:

Education:

  • High School Diploma or equivalent
  • Completion of ACG approved training programs

Experience:

  • Navigating through a P.C./automated processing system
  • Reading and comprehending various Customer Care service tools (manuals, work models, etc.)
  • Performing mathematical calculations
  • Processing airline transactions
  • Selling tour and cruise packages

Knowledge and Skills:

  • Telephone etiquette
  • Tourism nomenclature
  • North American geographical relationships
  • Strong interpersonal skills
  • Effective listening skills
  • Strong oral communication skills demonstrated through use of the customer care call center model.
  • Strong written communication skills (example may be required at time of interview) needed to respond to members/customers’ inquiries in a professional manner

Ability to:

  • Attain and maintain state licenses for membership processing in the states in which ACG does business as appropriate
  • Complete Customer Care training and certification courses
  • Service members according to the Customer Care service standards
  • Communicate effectively with others in a work environment and with the public
  • Work in a team environment to promote member/customer satisfaction
  • Identify and resolve customer service issues/requests or transfer to appropriate Customer Service Representative
  • Respond to member/customer service, information or product (e.g., Tourbooks, Maps, Theme Park Information, membership reference materials, etc.) requests
  • Maintain accurate records
  • Accurately enter data into computerized system
  • Perform basic mathematical calculations
  • Learn and use a variety of travel related information including geography and travel resource material
  • Read maps and use travel related tools (i.e., directional cues)
  • Plan and book Western Hemisphere and European international airline reservations on the Computer Reservation System (CRS)
  • Plan and book complex international and domestic hotel and car reservations
  • Operate an Apollo or other CRS and acquire a thorough knowledge of all necessary Apollo/CRS functions
  • Review all fare options, sell up within these markets and provide enhancements to the basic travel purchase, including hotels and cars
  • Perform basic mathematical skills including percentages
  • Learn and use a variety of travel related information including geography and travel resource material

What it’s like to work for us:

We serve our members by making their satisfaction our highest priority. We do what’s right by sustaining an open, honest, and ethical work environment. We lead in everything we do by offering best-in-class products, benefits, and services. And we value our employees by seeking the best talent, rewarding high performance, and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences makes us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life’s journey with peace of mind by providing innovative solutions, advocacy, and membership benefits wherever and whenever they need them. We currently conduct business in 13 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

  • Long-term, sustainable, profitable growth
  • AAA Membership growth and renewal
  • Operational excellence
  • Become the “flagship club” of the AAA Federation

Important Note:

The above statements describe the principle and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfil these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

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