AAA Northeast

Travel Relations Couns

Job Locations US-RI-Providence
ID
2022-8327
Category
Travel
Type
Full Time
Work Schedule
Monday-Friday 9:00-5:00

Overview

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.

Hiring Range:  $18.75-$20.50

Responsibilities

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.  

 

Reviews Quality Standard Survey results to make assumptions regarding training and operational recommendations. 

 

Develops and implements a grading structure for suppliers and advisors to identify areas of strength and opportunities.  Schedules meets 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. 

 

Utilizes call monitoring to assist in problem resolution, works with team members to resolve issues. 

                                                                                                                                                      

Assists and works with travel advisors on hold with suppliers when needed.  

 

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. 

 

Other duties may be assigned.




Qualifications


Education/Licenses/ Certifications:
High School diploma or GED required
Associates degree in business or related preferred

Experience:
2- 3 years Customer Service experience required
2-3 years handling customer escalations for dissatisfaction with products/services

AAA Northeast is driven by the diverse talents, skills, passions and expertise of our team. We’re continuously expanding and redefining our innovative products and services to create the best experiences for our members. 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.

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