Travel Member Relations Counselor (56521)

Hours: Mon-Friday 9:00am- 5::00pm

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Handles formalized complaints from all Travel Advisors, TSM and Management in regard to Travel bookings. This will encompass a range of situations that members encounter pre, during and post travel dates.

What you will do:

• Provides timely acknowledgement, follow up and problem resolution of complaints. Will work with suppliers, members and travel team in order to come to satisfactory resolution. Determines travel reimbursements in accordance with policies. Maintains accurate logs of workflow and records complaints in a timely manner. Determines travel reimbursements in accordance with policies
• Utilizes call monitoring to assist in problem resolution, works with team members to resolve issues
• Manage AAA PriceMatch program, following procedures with our suppliers. Utilize available resources and creativity to secure sale for AAA.
• Reviews Quality Standard Survey results to make assumptions regarding training and operational recommendations
• Keeps abreast of changing trends in the travel industry, attends trainings when needed. Assists management with special projects including activities designed to improve operational efficiencies and increase sales and service expectations
• Develops and implements a grading structure for suppliers and advisors to identify areas of strength and opportunities. Schedules meetings with suppliers to review progress and identifies training needs
• Identifies bookings that are approaching the next tier or penalty phase with suppliers. Keeping track of where we are in the process.
• Assists and works with travel advisors on hold with suppliers when needed

• High School Diploma or GED required
• Associate's Degree preferred

• 2-3 years Customer service experience required
• 2-3 years handling customer escalations for dissatisfaction with products/services preferred