Job Description

Description

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:

+ Medical, Dental, Life and AD&D Insurance

+ Potential for hybrid work & 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

Job Responsibilities

30%

Sales Management : Lead and manage a team of call center advisors, with a focus on meeting and exceeding sales targets for travel bookings and related services. Provide regular coaching and sales training to improve advisors' ability to convert inquiries into bookings and upsell additional products. Motivates the team to drive revenue growth while maintaining a high level of customer service. Develop and implement sales strategies aimed at improving booking conversion rates, average transaction value, and overall revenue. Set individual and team sales goals, track performance, and adjust tactics to ensure objectives are met or exceeded.

25%

Operations : Work daily with supervisors to ensure standard operating procedures are being followed. Monitors goals and key sales metrics. Analyzes data and prepares regular performance reports. Optimizes call center efficiencies and sales processes. Leverages Salesforce for lead management and follow-up.

25% Leadership : Identify, recruit and retain top performing employees: manage non-performing employees in accordance with company policy and engagement plans. Manage with the intent to motivate, train, and develop. Provide timely, constructive feedback regarding progress of work and performance. Make well informed decisions, demonstrate initiative, use sound judgement, exhibit autonomy, and execute.

10% Member Satisfaction : Ensure a high level of member satisfaction by monitoring customer interactions and addressing concerns promptly. Implement strategies to improve service quality and maintain positive relationships with clients. Regularly review feedback and resolve escalated issues to enhance the overall member experience. Track satisfaction metrics and work with the team to meet or exceed customer expectations.

10% Technical Knowledge : Demonstrate continuous learning and share expertise by keeping current on the different systems and programs used. Effectively share updates and improvements of systems used to allow the team to make substantial contributions to the operation and growth of the department. Work with the team on ideas for opportunities for enhancements to streamline and automate process and procedures.

Job Specific Requirements

+ Comprehensive knowledge of travel, operational strategies, concepts, and best practices

+ Excellent interpersonal and organizational communication skills; specifically, the ability to communicate complex ideas and issues in a simple and straightforward manner

+ Must be able to resolve problems and work under pressure to diffuse member concerns

+ Obtain and maintain required licenses or certifications including Travel Accident and Baggage Insurance

+ Proficiency in Microsoft Office applications, and the ability to quickly learn new business software applications

+ Proven ability to lead and develop results orientated sales team

Physical Requirements

+ Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone

+ Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time

+ Must be able to lift, carry, push, pull a maximum of 30 lbs

Compensation

The mid-market salary for this position is $80,787.60 to $89,764.00. Starting salary is dependent on several factors including previous work experience, specific industry experience, and skills required. Our benefits package includes, but is not limited to, health and dental insurance, 401(k) plan with competitive match, fully paid group life insurance, short- and long-term disability insurance, travel discounts and a free AAA membership. To learn more visit:

Qualifications

Education

Required

+ Associates or better in Business Administration

Experience

Required

+ 6 years: Experience in Travel, Hospitality, Business operations, and/or Call Center.

Preferred

+ Prior leadership experience.

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