WHO WE ARE:

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we’ve served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply

MINIMUM QUALIFICATIONS:

• High school diploma or GED
• 2+ years’ experience in office support or administrative role
• 1+ years’ experience in customer service

PREFERRED QUALIFICATIONS:

• Associate’s or Bahcelor’s degree
• 4 years of experience in customer service

KNOWLEDGE, SKILLS, ABILITIES:

• Skilled in establishing rapport, gaining the trust of others and ability to maintain cooperative working relationships.
• Able to model a high standard of quality and commitment to serving the public and able to anticipate, monitor and meet the needs of members.
• Ability to respond with empathy in an appropriate manner, exhibiting patience and compassion during times of stress.
• Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands.
• Skilled in working independently, prioritizing and following through on assignments with minimal direction.
• Skilled in using MS Office Platform, troubleshooting and navigating technologies/programs
• Excellent written and verbal communication skills.
• Strong documentation and accuracy skills, ability to notice discrepancies and inconsistencies in available information.
• Ability to work in a fast-paced environment while ensuring member satisfaction.

WHAT YOU’LL DO:

This role is responsible for providing customer- and member-facing administrative support for our virtual travel services team via phone and email. This role includes issuing International Driver Permits, answering customer questions related to existing travel bookings, and more. This role is seasonal, and will be for a 90-day period of employment.

ESSENTIAL DUTIES/RESPONSIBILITIES:

• Efficiently administer and process member on-line sales, such as international driving permits.
• Responsible for travel document recordkeeping, including copying, filing, and distributing.
• Receive, process, and/or distribute documents, including return mail, paper mail, payments and faxes.
• Review, respond, and/or forward centralized store email boxes
• Support travel advisors by responding to inquiries from travel customers with existing bookings. Back up the Travel Help Desk with internal support or referral for all travel technology issues including answers, advice, troubleshooting, and follow-up, referring to more complex problems to manager or technical staff.
• Responsible for contributing to the Key Performance Indicators, Service Level Agreements, and Annual Operating Plan of the Travel Operations Team.
• Responsible for meeting the individual Key Performance Indicators of a Travel Operations and Sales Support Specialist.
• Acts as an AAA Membership Ambassador by advocating and supporting the growth and retention of AAA Washington members.
• Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals.
• Incorporates AAA’s vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA’s vision mission and values.

SUPERVISORY RESPONSIBILITIES:

This job does not have supervisory responsibility.