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About the Role

AAA Western and Central New York seeks dedicated individuals who demonstrate compassion, empathy, and unsurpassed service to provide members with a totally satisfying experience. Our mission is to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services.

Responsibilities

• Provide domestic and international travel assistance, including reservations for hotel, car, flights, cruises, tours, AAA Group Travel, TripTik® requests and travel insurance.
• Conduct timely outbound calls for event inquiries, reconnect opportunities, marketing-generated leads, and other assigned outreach.
• 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.
• Handle inbound travel sales and service inquiries across phone, email, and virtual channels.
• Use Salesforce CRM to manage leads, make calls, log activities, update milestones, and ensure all transactions are fully documented.
• Maintain accurate CRM data for member interactions and travel transactions.
• Identify and correct CRM data errors.
• Follow Salesforce workflows for reporting and forecasting accuracy.
• Identify and resolve CRM issues such as duplicates or missing information.
• Prevent, identify, and resolve booking errors and data inaccuracies.
• Collaborate with internal teams to resolve system or workflow challenges.
• Provide high-quality, personalized travel support via phone, email, and virtual appointments.
• 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 across phone, email, and virtual channels.
• Meet or exceed departmental standards related to schedule adherence, productivity, and answer rate.
• 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.

Requirements

• Strong customer service skills with the ability to support Membership growth and contribute to overall team productivity while developing foundational travel sales knowledge.
• Proficiency in Salesforce CRM for lead management, activity logging, and maintaining high-quality, accurate data.
• Demonstrated experience with outbound calling, including high-volume outreach and lead conversion.
• Excellent verbal and written communication skills with the ability to build rapport quickly.
• Familiarity with AAA products, membership structure, and Club service offerings.
• Ability to use travel booking platforms (e.g., GDS, vendor portals, online booking engines).
• Strong customer service skills with a focus on problem-solving and creating exceptional member experiences.
• Knowledge of domestic and international travel products, suppliers, booking systems, and industry best practices.
• High attention to detail with the ability to identify, correct, and prevent errors in bookings or CRM entries.
• Ability to multitask and manage multiple itineraries, calls, and follow-ups in a fast-paced environment.
• Comfort working in a structured, metric-driven environment with required phone queue time and schedule adherence.
• Ability to navigate multiple computer systems and tools simultaneously.
• High degree of professionalism, integrity, and commitment to AAA standards.
• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone.
• Must be able to lift, carry, push, pull a maximum of 25 lbs.
• This position does not offer visa sponsorship now or in the future.

Skills

• Salesforce CRM
• Outbound calling
• Verbal communication
• Written communication
• Travel booking platforms
• Problem-solving
• Attention to detail
• Multitasking
• Computer navigation

Salary/Compensations

• $21.10/hr + Incentive Opportunity

Benefits

• 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
• Paid Volunteer Time Off

About the Company

• At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience.
• AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area.