*         Counsels members on all aspects of travel planning, and makes recommendations to increase customer satisfaction

*         Sells domestic and international air, train, cruise, tour and group travel products (escorted and independent), along with hotel reservations and car rentals

*         Directs sales toward preferred vendors

*         Makes reservations, researches requests, quotes fares and schedules, issues tickets, and prepares other travel related documents

*         Advises members of product terms and conditions

*         Creates computerized passenger records using basic Apollo system and knowledge of accounting formats

*         Processes requests for travel literature, brochures, TourBooks, maps, international driver's permits, passport photos, and other travel services 

*         Establishes and maintains members' travel files, handles refunds, lost tickets and payments

*         Provides information on other AAA products and services

*         Participates in the resolution of member complaints

*         Basic knowledge of the Apollo system and the AICWEB

*         Ordering brochures weekly

*         Knowledge of all AAA business lines

*         Knowledge of all preferred suppliers and their benefits to AAA members

*         Knowledge of foreign currency

*         Prepare sales summary report as needed

*         Process IDP report as needed

*         Selling and prepare travel insurance report

*         Knowledge of Basic accounting requirements to prepare reports as needed

*        Performs other duties as assigned

1.    Customer Relations and Interpersonal Skills - Understanding and anticipating members' needs and expectations, and striving to meet or exceed those expectations; using good customer relations and interpersonal skills in helping solve members' problems and answer their questions. 

2.    Active Listening - Listening to, interpreting, understanding, and processing verbal information; probing to ensure all key information is obtained from member.

3.    Communication and Telephone Skills - Using proper telephone etiquette and speaking in a clear, understandable manner; tactfully controlling interactions in order to efficiently obtain and give necessary information; clearly explaining itineraries, costs, and other travel related information; preparing written communications and documents.

4.    Decision Making and Problem Solving - Analyzing information, identifying alternatives, and making sound, logical decisions; deviating from standard procedures when appropriate for delivering excellent member service.

5.    Teamwork and Cooperation - Helping out others on the team and being a good team player; building smooth, cooperative working relationships.

6.    Dealing with High Volume - Dealing effectively with high volume and time pressure; displaying a positive, caring attitude with each new member.

7.    Flexibility and Adaptability - Adapting to change and being flexible in adjusting approach to meet the needs in different situations; rotating among job functions as needed.

8.    Using Travel Reference Materials - Displaying extensive knowledge of the travel industry, and knowing how to quickly locate and use reference materials.

9.    Computer and Technology Skills - Using the computer to enter accurate and complete trip information; carrying on conversation with member and entering data simultaneously.

10. Selling Travel Products and Services - Asking questions to qualify and understand member's travel interests and needs, and successfully closing the sale; displaying organizational pride.