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 missionto 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:
40% Travel Service & Sales Support: Provide domestic and international travel assistance, including hotel and car reservations, flights, cruises, tours, AAA Group Travel, TripTik requests and travel insurance, ensuring members receive accurate information and a smooth planning experience. Conduct timely outbound calls for event inquiries, reconnect opportunities, marketing-generated leads, and other assigned outreach to ensure members receive proactive travel support. Assist members in exploring travel options by identifying their needs, offering suitable recommendations, and guiding them through the planning process. Build relationships with members through outbound engagement, networking, referrals, and community interactions to enhance awareness of available travel services. Handle inbound travel sales and service inquiries with professionalism across phone, email, and virtual channels.
30% Salesforce CRM Processes & Data Integrity: Use Salesforce CRM to manage leads, make calls, log activities, update milestones, and ensure all transactions are fully documented. Leverage all training resources to ensure proper salesforce process completion. Maintain accurate CRM data for member interactions and travel transactions. Identify and correct CRM data errors to maintain accuracy. Follow Salesforce workflows for reporting and forecasting accuracy. Identify and resolve CRM issues such as duplicates or missing information.
10% Error Management & Quality Control: Prevent, identify, and resolve booking errors and data inaccuracies. Collaborate with internal teams to resolve system or workflow challenges.
10% Member/Customer Satisfaction & Experience Excellence: Provide high-quality, personalized travel support to members via phone, email, and virtual appointments before, during, and after travel. Assist members with travel disruptions and changes, delivering timely and effective solutions. Maintain a positive, professional, solutions-focused approach. Respond promptly to member and customer inquiries, ensuring timely availability to assist across phone, email, and virtual channels. Meet or exceed departmental stands related to schedule adherence, productivity, and answer rate.
10% Membership Growth & Promotion: Promote AAA Club products and services using a member-first consultative approach. Sell AAA memberships to meet or exceed goals. Manage membership leads in Salesforce with accurate documentation. Handle overflow membership calls through the phone queue.
Starting rate: $21.10/hr + Incentive Opportunity
Associates or better in Hospitality and Resort Management or related field.
1-2 years: Experience in the travel industry or a customer service/call center environment with demonstrated success meeting quality, adherence, and service performance expectations.
Membership-based service experience is a plus. Experience providing consultative product or service recommendations role.
Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
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