Call Center Travel Consultant

Call Center Travel Consultant

Business Unit: Branch Operations

Exemption Status: Non-Exempt

Management Level: Individual Contributor

Compensation Grade: ACE Base + Commission

Incentive Plan: Travel Sales

Incentive Target:

This is a Trainee position for the Travel Agency and is designed as preparatory for a Travel Agent position. The Travel Agent builds strong relationships and delivers differentiated travel experiences. This position will support the Travel Agency in selling and serving our clientele while gaining education and experience. This Trainee position is designed to lead to a promotion to a Travel Agent position, dependent upon overall job performance, including but not limited to sales volume, service quality results and use of computer systems.

This position will sell and provide all international and domestic travel products and modes of transportation. Must also provide and maintain consistently high levels of service quality, sales and cross-sell goals while maintaining confidentiality of all client/member information by securing it in accordance with Federal/State laws and Club policies and procedures. The Travel Agent Trainee position is designed as a transitional role with the objective of moving into the Travel Agent position within approximately six months.

It is anticipated that Trainees will either be moved into the Agent role or moved out of the Trainee position within this timeframe.

• Learn and develop skills to sell foreign and domestic travel related products and services. Effectively utilize all lead management tools and resources to consistently cultivate new business while building a solid base of repeat business. Advise clients on all foreign and domestic travel requirements, protection plans, and any related trip advisory information. Learn and follow all policies and procedures set forth by the organization and provide accurate documentation of all transactions.
  
  Develop product knowledge to support the organization’s Preferred Supplier program, and achieve Club established sales, and cross sell goals. Issue international driving permits and passport photos. Gain knowledge and skill to provide air, car, hotel, rail reservations and ticketing for members and non-members. Utilize appropriate computer systems to fulfill travel requests.
• Track and maintain all transactions for the highest level of accuracy, including required supporting documentation, to include but not limited to signature requirements, accuracy in processing payment of funds, review of documents required for travel (both foreign and domestic), etc., as set forth within the Club’s policies and procedures. Maintain confidentiality of all client/member information by securing it in accordance with Federal/State laws and Club policies and procedures.
• Develop and maintain expertise regarding all Club related products and services, member value offers and remain current with industry trends and product knowledge to make recommendations with each transaction (members or non-members), as appropriate. Travel Agent Trainees research and compare suppliers’ rates for competitive prices and make adjustments based on client’s need. Maintain acceptable levels in all service quality measurements to meet/exceed branch and corporate objectives.
• Identify cross-sell opportunities based on members’ product needs and service requests. Enhance member relationship by diversifying use of products and services. Provide sales leads to other departments as appropriate.
• Maintain all administrative requirements at acceptable levels, i.e. wage & hour compliance, expense reports, meeting/training attendance, adhere to scheduled duties and activities as assigned, etc.
• The position requires a moderate level independent thinking and analysis of cruise and tour packages/providers, working closely with management to develop these necessary skills. Through analysis of client expectations, Trainees satisfy the needs of both first time as well as seasoned travelers. Because of the high cost and special nature of the cruise or tour, Trainees anticipate and avoid mistakes and unnecessary delays in service.
• If problems occur,…