AAA Club Alliance has an exciting new opportunity for a Corporate Travel Services Lead Agent to join our dynamic Corporate Travel team! In this role, the Lead Agent will take on key responsibilities, including supporting a team of agents, assisting customers, and contributing to department goals. The ideal candidate will possess expertise in both international and domestic faring, as well as proficiency in GDS. Sabre experience is required for the role.
This is a remote position, but candidates must reside within our territory to be considered.
Why AAA?
At AAA, we provide a reliable and supportive work environment with plenty of opportunities for career growth. Our competitive benefits package includes:
The starting base compensation for this position is $18.40 to $35.24 hourly. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.
Medical, Dental, Vision and Prescription coverage
8 Paid Holidays
Paid time off to volunteer
Tuition reimbursement
401(K) plan with company match up to 7%
Complimentary AAA Premier Membership, offering discounts on our products and services.
Schedule Availability:
The ideal schedule for this position will be Monday-Friday 10:00AM-6:00PM EST or Sunday-Thursday 10:00AM-6:00PM EST. There is some flexibility with the proposed schedule.
As a Corporate Travel Services Lead Agent your responsibilities will include:
Participate in introductory and implementation calls as needed with new clients in order to ensure the team has everything they need for a successful startup.
Proactive in assisting the agent team with answering calls or emails when applicable.
Assist with helping with queue work.
Help the agents with airline help links, i.e. Delta Pro, AA Sales Link, etc.
Assist in waiving hotel no-show fees, making calls to vendors, waivers, profile help and other agent related tasks.
Assist with ensuring agents are reaching goals with current incentives in place.
Create a culture of passion around delivering the ultimate customer experience through engagement and empowerment in work with team.
Work with training department to test new scripts, programs and tools.
Assist in ensuring accurate MCO inventory and usage, and unused ticket request/information.
Provide on-site coverage when needed.
Assist with Real Time Monitoring ensuring limited calls holding. Listen to recorded calls regarding customer disputes and provide assistance when needed.
Research debit memos and interface errors.
Assist with CTS Emergency Alerts, Waiver/weather alerts.
Perform quality control of daily service fee report for agent accuracy.
Book domestic/international reservations for air travel, hotel and car rentals, following up when necessary to complete the reservation.
Promote the acceptance of fares, rates, and suppliers that match the client’s travel program policies and negotiated contracts. Apply discount programs appropriately.
Move market share for AAA CTS preferred suppliers.
Maintain and promote professional and courteous client relations by managing a prompt and accurate response to telephone and email communications.
Remain informed of all airline rules and regulations and current affairs. Communicate information to clients accurately and appropriately as well as ensuring the agents are up to date on same information.
Achieve individual and contractual service level goals related to telephone, quality, and productivity.
Assist agents with maintaining client profiles, ensuring specials requests and reward program information such as frequent flyer/ driver/hotel stay are included.
May build airline reservation system profiles for use with a specific group of travelers and assist with group bookings.
Monitor, sort and work global distribution systems (GDS) queues daily to maintain quality control.
Ensure optimum customer service through effective use of phone systems and positive telephone service techniques.
Other duties as assigned.
Qualifications:
High school diploma or equivalent.
4+ year’s active Travel Consultant experience in the past 6 years. 1-2 years international experience.
Thorough knowledge of the travel industry, fares and international markets.
Proficiency on specified GDS. Sabre experience required; Apollo/Galileo knowledge a plus.
Knowledge of domestic and international faring, ticketing procedures, and commission structures.
Demonstrated professional customer service skills.
Achieves established office goals for measurable accuracy.
Demonstrated internet research skills for customer information.
Know and properly use: airline terminology, codes, fare basis, airline rules and tariffs, resource guides, books, and industry contacts.
Professional telephone skills.
Ability to work independently, exercising discretion and judgment.
Ability to manage multiple tasks and changing priorities.
Capability of maintaining a favorable company image when interfacing with outside sources.
Ability to maintain work volume and quality consistent with peers.
Proven pursuit of learning and self-development.
Ability to manage responsibilities in a manner to result in lower costs and better efficiencies for the company.
Ability to demonstrate personal and organizational integrity.
ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.
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