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Hours Full-time, Part-time
Location Cincinnati, OH
Cincinnati, Ohio

About this job

Do you have…
  • A commitment to providing exceptional service?
  • Professional expertise and a passion for what you do?
  • A high level of integrity?
  • An ability to work independently and collaboratively as a team member?
  • Creative thinking and problem-solving skills?
  • Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.

Are you technically savvy with a Travel background? Do you enjoy troubleshooting, working in and out of various systems and applications, while providing world-class customer service that AAA has been accustomed to for over 115 years? If so, we have the perfect career match for you.

AAA Club Alliance is looking to hire a Travel Support Specialist. In this role, you will be a dedicated Travel resource for all ACA Retail Operations, Contact Centers and Car Care, Insurance and Travel (CCIT) associates on Travel Services and Retail products, programs, systems, and information. You will pursue, research, and collect relevant and timely information on current and emerging travel products and services. You will act in a primary role for development and administration of user documentation and procedures for Retail Operations, Contact Centers, CCIT and Travel Services.

This position can sit in various locations throughout our AAA Club Alliance footprint. Must be able to come to Wilmington, DE Headquarter Office for 5 week Training Program.

ESSENTIAL FUNCTIONS: (80%)
  • Acts as a Travel Resource and Support resource for Retail Operations, Contact Centers and CCIT associates’ telephone and electronic inquiries, for Travel and Auto Travel products, services, information, policies, and technologies, utilizing appropriate tracking and reporting applications.
  • Ensures prompt action and response to operational and technical inquiries and problem resolution, to include but not limited to Travel Syndication Technology (TST), Global Distribution Systems (GDS), Vendor Systems, Scripts, Travel Accounting Forms, Customer Relationship Management (CRM) and back office systems, such as Globalware.
  • Recommends technology corrections to the front line associates accurately and promptly, via the Travel Support help desk, Quality review of the provider check requests for accuracy, and maintains documentation that is provided to the Retail team, Regional Travel Sales Managers (RTSM) and Trainers for appropriate follow-up and recommended re-training.
  • Provides assistance and support to communicate and work with all vendor systems, in particular TST, Apollo/Smartpoint and Globalware, regarding system issues and discrepancies; interacts until issues are resolved.
  • Manages and communicates problem resolution with the various support groups within Travel Services, Retail Operations, Contact Centers, CCIT’s and Vendor network to ensure alignment and consistent application of policies, procedures and standards.
  • Oversees retail and travel “information hub” for both associates and members, including acting as a primary point of contact for member relations for Travel issues at National. Ensures prompt action and response to all inquiries and/or problem resolutions.
  • Completes airline ticket exchange and refund requests for all ACA Retail Operations, Contact Centers and Car Care, Insurance and Travel (CCIT) associates based on internal guidelines.
  • Works independently and in collaboration with others to investigate and solve member and associate inquiries and complaints, ensuring member/client satisfaction. Assists with resolution of more complex issues or inquiries.
  • Activates and monitors the interface between front and back office, and troubleshoots related errors and problems.
OTHER DUTIES AND RESPONSIBILITIES: (20%)
  • Performs functions of an Air Desk including research, Air Consolidator, commission programs, booking and invoicing of agent FAM air.
  • Maintains logins for Retail, Contact Centers and CCIT associates for Travelport products, American Tours International (ATI), VAX, Agent MAX travel insurance system and TST Dashboard.
  • Tests new and existing travel technologies, recommends enhancements and identifies errors.
  • Interacts with various Travel Services groups regarding end-user training, and software/hardware implementation.
  • Develops content and updates and maintains the Travel page for ACA’s Intranet as an information resource to address associate inquiries as well as maintains FAQ (Frequently Asked Questions).
  • Maintains a repository of designated travel documents as required by partner or regulations.
  • Completes all other miscellaneous and assigned tasks as required.
JOB REQUIREMENTS
  • Ability to interact with individuals at multi-levels and utilize analytical and problem solving skills at a level normally acquired through the completion of an Associate’s Degree or equivalent in technical training. 8 years of experience working in the travel industry, including work with a central reservation and ticketing system. Equivalent education and experience also considered.
  • Certified Travel Associate (CTA) designation required within 2 years of starting position
  • Certified Travel Counselor (CTC) designation strongly preferred
  • Working knowledge of travel industry regulations such as ARC, IATAN, DOT, etc.
  • Demonstrated ability to monitor user environments and prioritize requests for assistance
  • Excellent customer service skills
  • Good written and verbal communication skills
  • Good analytical skills and the ability to work well with a team
  • Working knowledge of Microsoft Office applications
  • Notary Public designation preferred
  • Proficiency in the following web based and Desktop applications/programs or the equivalent, including but not limited to: Globalware or other back office product,Travelport products: GDS, Smartpoint, Script, TST (Travel Syndication Technology), Automated TripTik System, Agent Max, POS or other point of sale system, Customer Relationship Management System, Desktop application integration/symmetry, System user administration/maintenance, Intranet applications, Content Management Systems
To the qualified candidate, we offer:
  • A competitive salary
  • Over 3 weeks of Paid Time Off accrued during the first year of employment
  • Paid Holidays
  • 401(k) plan with employer match
  • Health & Life Insurance
  • Tuition reimbursement
  • Complimentary AAA Premier level membership (inclusive of product & service discounts)
Keywords: Certified Travel Counselor, CTC, Certified Travel Associate, CTA, ARC, IATAN, Globalware, Travelport, TST, Apollo, Smartpoint

If you have the qualities and skills described, apply today to become a part of our growing team!

To learn more about our company and the position, please visit Our Company Website.

To see what it is like to work at AAA Club Alliance, check out our Day In The Life Videos.

AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, and AAA Oklahoma/South Dakota joining, now representing nearly six million members in 13 states and Washington, DC. At AAA Club Alliance, we’ve been driven for more than 100 years to provide our members with superior roadside assistance, personal service, and peace of mind. This same commitment to a life well-lived has earned AAA Club Alliance the reputation as a great place to work. Our people tell us it’s the company’s positive work/life balance, the dynamic team environment, excellent benefits, and strong customer focus that keep them happy; their ideas are respected and valued. And, perhaps most important of all, they get to make a difference every day.

AAA Club Alliance Inc. is committed to provide a safe and professional work environment. EOE/M/F/D/V

This Organization participates in E-Verify.

Right to Work

Applicants have rights under Federal Employment Laws:

The Equal Employment Opportunity (EEO)

The Employee Polygraph Protection Act (EPPA)

The Family and Medical Leave Act (FMLA)

Applicants have rights under State and Local Employment Laws:

Arizona

Arizona Law Prohibits Discrimination in Employment

California

Discrimination and Harassment in Employment are prohibited by Law

Delaware

Pregnant Workers Fairness Act

Missouri

Discrimination in Employment is Prohibited

New Jersey

New Jersey Law Prohibits Discrimination in Employment

Pennsylvania

Employment Provisions of the Pennsylvania Human Relations Act

Philadelphia Employment Discrimination

Philadelphia Ban the Box

Job Category:

Admin - Clerical