AAA Hoosier Motor Club

Provide excellent customer service and support to AAA members through inbound and outbound contact center channels, promoting membership benefits and handling inquiries and sales. | High school diploma or GED with customer service or contact center experience, strong communication, organizational, and problem-solving skills, and ability to attend occasional in-office training in Indianapolis. | Requirements: REMOTE -INDIANAPOLIS: Must reside in Indiana and must be within driving distance from our office at 8751 Wesleyan Road, Indianapolis, IN 46268, as you will be required to attend training and occasional meetings in the office. Available Shifts: Sunday-Thursday 2pm-10:30pm Sunday-Thursday 2:30pm-11pm Tuesday-Saturday 2:30pm-11pm Tuesday-Saturday 11pm-7:30am Tuesday-Saturday 1:30pm-10pm ABOUT AAA HOOSIER MOTOR CLUB: Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members. Here's What is in it for YOU: • A company culture that provides training and learning opportunities. • A brand that you can be proud to be part of. • A culture that will challenge you to be your best. • Health / Dental / Vision benefits. • Corporate Incentive Plan (CIP) • Paid Time Off. • Paid Holidays. • Company provided LTD & Life Insurance. • Service Anniversary Recognition. • Free AAA Plus Membership. • Generous 401k w/ company match. • Company provided HSA dollars. Position Summary: This role is dedicated to ensuring AAA members receive a totally satisfied member experience pertaining to all aspects of their emergency roadside needs. This role interacts with members through inbound and/or outbound contact center responsibilities, ensuring excellent customer experience and driving sales growth. The ideal candidate has the ability to show empathy while being patient, detail oriented while providing service to our members. Duties and Responsibilities: • Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards. • Provide accurate information and solutions to enhance customer satisfaction and loyalty. • Identify and resolve customer complaints promptly and effectively, ensuring a positive experience. • Contact members/customers and follow scripts to discuss membership renewal/ salvage, sales opportunities, payments, and other purposes as determined by the management group. • Promote My Pit Crew (MPC) and Hoosier Motor Club (HMC) programs, sales, and benefits through knowledge of Hoosier Motor Club programs. Accept and process business transactions in a proficient manner. • Document all customer interactions in the appropriate system for record-keeping and follow-up purposes. • Maintain up-to-date knowledge of company products, services, and promotions to provide informed responses. • Conduct outbound calls to potential customers to generate leads and schedule appointments. • Present and promote products and services during inbound and outbound calls, achieving set sales targets. • Meet or exceed daily and monthly performance goals, including, but not limited to, call volume, conversion rates, and customer satisfaction scores. • Provides and maintains prompt professional service with members and associates to ensure that each member is totally satisfied. • Promote AAA membership and benefits through knowledge of Hoosier Motor Club programs. Accept and process membership applications and renewals in a proficient manner. • Perform other duties as requested by management. Supervisory Responsibilities: This position has no direct supervisory responsibilities. Physical Effort: • Typically sitting at a desk or table • Intermittently sitting, standing, and stooping • Occasional lifting of up to 25 lbs. Education and/or Experience Requirements: Education: High school diploma or GED required. Experience: Customer service role or experience in Contact Center and/or Outbound Contact Center is preferred. Requirements: Must reside in Indiana and must be within driving distance from our office at 8751 Wesleyan Rd, Indianapolis, as you will be required to attend training and occasional meetings in the office. Skill Requirements: Accuracy - Ability to perform work accurately and thoroughly. Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others. Adaptability- Ability to thrive in a fast-paced environment and adjust to changing priorities. Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Customer Oriented - Ability to take care of the customers’ needs while following company procedures. Detail Oriented - Ability to pay attention to the minute details of a project or task. Empathy- Demonstrated ability to understand and relate to customer concerns. Goal Oriented – Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals. Interpersonal Skills – Ability to maintain confidentiality. Ability to remain open to others’ ideas and exhibit willingness to try new things. Motivated- Self driven with a passion for achieving targets and enhancing customer experience. Organized - Possessing the trait of being organized or following a systematic method of performing a task. Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully. Reliability - Ability of the individual to be dependable and trustworthy. Working Under Pressure - Ability to complete assigned tasks under stressful situations. Facebook: www.facebook.com/aaahoosier Company Website: www.hoosier.aaa.com The above statements are intended to describe the general nature, level and work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.”

Lead and grow travel sales performance while ensuring operational excellence across retail branches, including strategic planning, sales execution, team development, and P&L management. | 7+ years in travel sales and retail operations with at least 3 years in senior leadership, strong travel industry knowledge, operational management skills, and proficiency with CRM and travel booking systems. | ABOUT AAA HOOSIER MOTOR CLUB: Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members. Here's What is in it for YOU: • A company culture that provides training and learning opportunities. • A brand that you can be proud to be part of. • A culture that will challenge you to be your best. • Health / Dental / Vision benefits. • Corporate Incentive Plan (CIP) • Paid Time Off. • Paid Holidays. • Company provided LTD & Life Insurance. • Service Anniversary Recognition. • Free AAA Plus Membership. • Generous 401k w/ company match. • Company provided HSA dollars. Position Summary: The Director of Travel Sales & Branch Operations is responsible for leading, managing, and growing the organization’s travel sales performance while ensuring operational excellence across retail branch locations. This role oversees strategic planning, sales execution, service delivery, and operational standards to achieve revenue, customer satisfaction, and efficiency goals. The Director will develop and implement strategies that strengthen the organization’s market position, enhance customer loyalty, and optimize branch performance. Duties and Responsibilities: Leadership & Strategy: • Lead the transformation of the travel business from legacy operations to a modern, digital-forward travel experience. • Develop and execute an innovative and comprehensive sales strategy for travel products and services across all sales channels (branch, online, call center). • Collaborate with senior leadership to align travel strategy with overall organizational growth goals and membership value. • Drive a culture of accountability, high performance, and continuous improvement across all branch and travel teams. Sales & Revenue Growth: • Identify new revenue streams through exclusive travel packages, cross-sell strategies with membership and insurance, and curated travel experiences. • Partner with marketing to implement high-impact, data-driven campaigns that drive lead generation and member engagement. • Use customer and performance data to optimize offers, segment audiences, and measure ROI on campaigns. • Build and maintain high-value relationships with travel vendors, tour operators, and key partners. • Monitor travel sales performance, identifying trends and opportunities for revenue growth. • Implement targeted marketing and promotional campaigns in partnership with marketing teams. • Develop sales training programs to enhance staff product knowledge and sales skills. • Build and maintain relationships with travel vendors, tour operators, and other key partners to maximize revenue potential. Branch Operations: • Oversee daily operations of retail branches with a focus on operational excellence, cost efficiency, and service quality. • Modernize in-branch experiences and integrate technology that enhances both employee workflow and customer service. • Ensure facilities, equipment, and systems support the optimal member experience. • Implement operational best practices, technology solutions, and continuous process improvements. Talent Development: • Recruit, develop, and mentor branch managers, travel consultants, and support staff. • Conduct regular performance reviews, set clear objectives, and provide coaching for improvement. • Foster a positive, collaborative environment that promotes professional growth. Customer Experience & Brand Standards: • Reinvent the travel customer journey by blending personalized service with digital convenience. • Deliver a consistent, high-quality customer experience aligned with AAA’s brand promise. • Address escalated customer concerns with urgency and strategic resolution. • Use member feedback to guide service enhancements and innovation. P&L Ownership & Operational Efficiency: • Take full ownership of Travel P&L, drive profitability and strategic investment decisions. • Improve cost structure through smart staffing models, automation, and vendor negotiations. Supervisory Responsibilities: This position has direct supervisory responsibilities Physical Effort and Travel: 1. Typically sitting at a desk or table 2. Intermittently sitting, standing, and stopping 3. Occasional lifting of up to 25 lbs. 4. Office-based with frequent travel to retail branches & partner locations 5. Occasional national travel for industry conferences, vendor meetings, and training events Education and/or Experience Requirements: Education: Bachelor’s degree in business, hospitality, tourism, or related field required; equivalent combination of education and experience will be considered. Experience: • 7+ years in travel sales and retail operations with at least 3 years in a senior leadership role • Strong understanding of travel industry trends, products, and vendor relationships • Demonstrated ability to lead multi-location teams and drive sales performance • Proven operational management skills, including budgeting, staffing, and process improvement • Exceptional interpersonal, communication, and negotiation skills • Proficiency with CRM, POS, and travel booking systems Skill Requirements: Strategic Vision & Innovation Purposeful Leadership Customer-Centric Approach Change Management Digital Mindset & Data Fluency Operational Excellence & Business Acumen Accuracy - Ability to perform work accurately and thoroughly. Active Listening - Ability to actively address, convey, and understand the comments and questions of others. Communication, Oral - Ability to communicate effectively with others using the spoken word. Communication, Written - Ability to communicate in writing clearly and concisely. Customer Oriented - Ability to take care of the customers’ needs while following company procedures. Detail Oriented - Ability to pay attention to the minute details of a project or task. Financial Aptitude - Ability to understand and explain economic and accounting information, prepare and manage budgets, and make sound long-term investment decisions. Goal Oriented – Ability of the individual to act to ensure that they and others stay focused on the task objective and perform in accordance with clear expectations and goals. People Skills – Ability to maintain confidentiality. Ability to remain open to others’ ideas and exhibit willingness to try new things. Organized - Possessing the trait of being organized or following a systematic method of performing a task. Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully. Reliability - ability of the individual to be dependable and trustworthy. Working Under Pressure - Ability to complete assigned tasks under stressful situations. Facebook: www.facebook.com/aaahoosier Company Website: www.hoosier.aaa.com The above statements are intended to describe the general nature, level and work being performed by people assigned to this position. They are not intended to be an exhaustive list of all responsibilities, duties, skills, or working conditions. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not an employment contract, implied or otherwise. The employment relationship remains “at-will.”