AAA Mid-Atlantic

Assist customers with travel bookings and inquiries through various channels, providing excellent service and upselling travel products. | High school diploma or equivalent, 18 months of leisure travel industry experience, proficiency with GDS and online booking platforms, and strong communication skills. | MAJOR JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES (List in order of importance) • Serve Members/non-Members through telephone, email, and web chat channels by selling and servicing all domestic and international travel-related products. A concentration on Club Owned and 5 Diamond vendor products is required. • Book and counsel Members/non-Members on all domestic and international travel needs, including FIT (fully independent travel). • Operates and is familiar with all ACA travel systems and applicable travel partner booking sites. Assumed proficiency within six months. • Complies with all ARC regulations and Club policies and procedures in the collection and handling of assets. • Maintains Audit compliant files and indexes relevant travel documents using the DocuWare storage platform. • Answers and accurately processes incoming telephone calls, e-mails, and web chat sessions related to AAA travel while demonstrating a pleasant and professional manner in compliance with quality guidelines while actively looking for upsell and cross sell opportunities to meet Members’ needs. • Meets or exceeds established minimum production/performance requirements. • Participates as a user in testing of new systems/procedures. • Demonstrates creative problem solving skills and identifies alternatives; considers the likely impact of decisions before implementing them. • Keep current on new developments, products, services, policy changes, etc., and apply them correctly in performing tasks; maintains a high level of expertise in technical/functional areas as they relate to AAA travel platforms. • Ability to void tickets and do simple exchanges is preferred. • Mentor other Travel Contact Center Associates. • Maintain working knowledge of all Club travel promotions and offerings in order to assist callers with their travel plans. • Create and maintain long-term relationships with travel clients to foster repeat business. • Other duties as assigned. JOB REQUIREMENTS/QUALIFICATIONS (Education/Training, Experience and Certifications) • High school diploma or equivalent, a graduate of an accredited travel school preferred. • Eighteen months of leisure travel industry experience including working knowledge of an automated airline reservation and ticketing system as well as proficiency in utilizing online travel resources and booking engines. KNOWLEDGE SKILLS AND ABILITIES (Those necessary for competent performance of the job) • Ability to function in a sales environment and respond to customer inquiries and interact with others in a high-volume contact center environment. • Effective written and oral communication skills to handle telephone, email, and web chat interactions as well as other job functions. • Ability to work effectively with Associates throughout the ACA organization. • Proficiency in PC usage as well as GDS and other travel platforms. • Extensive knowledge of worldwide geography. • Participates as a user in testing of new systems/procedures. • Advanced customer service, problem resolution, and sales skills. • Ability to work overtime and/or holidays necessitated by business and/or weather conditions. To the qualified candidate, we offer: • A competitive salary of $Click here to enter starting salary to $Click here to ending salary, depending on experience. • Click here to enter any bonuses, commissions, and perks etc. • Click here to enter all appropriate insurance, benefits, 401 k1403b, holidays and vacations, etc. • Click here to enter List a "soft" perk, such as "The opportunity to work in a small office setting where you can see the impact of your contributions on a daily basis" if the company is small, or "the opportunity to lend your own expertise to developing operational initiatives and procedures" if this is a visionary or new role at the company. Full time Associates are offered a comprehensive benefits package that includes: • Medical, Dental, and Vision plan options • Up to 2 weeks Paid parental leave • 401k plan with company match up to 7% • 2+ weeks of PTO within your first year • Paid company holidays • Company provided volunteer opportunities + 1 volunteer day per year • Free AAA Membership • Continual learning reimbursement up to $5,250 per year • And MORE! Check out our Benefits Page for more information ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance. Job Category: Sales

Support and develop Salesforce solutions, manage backlog, and collaborate with stakeholders. | Requires 3+ years of Salesforce development experience, certifications, and technical skills in system architecture and database management. | AAA Club Alliance is currently seeking a Salesforce Business Analyst to join our team at one of our 4 locations: Wilmington, DE, Worthington, OH, Cincinnati, OH or Lexington, KY. This is a hybrid role and will require you to work onsite 3 days per week. The primary duties of the Salesforce Business Analyst are to: Work with Product Owners, Stakeholders, developers and other system owners to gather and groom business requirements. Support the overall development process for new feature requests and defect resolution; manage Jira backlog; create user stories for enhancement requests or defects for bugs, prioritize with business/IT, lead backlog grooming and sprint planning sessions. Support Salesforce design and architecture of new feature requests. Develop Salesforce configuration changes for feature requests and defects. Provide Salesforce administration support for all ACA Salesforce orgs. Provide Level 1 - Level 3 support for Production Salesforce issues; triage issues, re-produce, identify root cause, propose solutions, and provide instructions to users. Lead Salesforce Production deployment tasks/planning; align with developers on changes, coordinate with QA for testing, and provide tickets to IT. Lead change control meetings with IT/business, manage communications, create and execute test plans for smoke testing. Perform data loads for mass creation or update of bulk records in Salesforce. Provision users in non-Production environments, i.e. UAT, DEV, Training. Ensure that the solution meets performance, scalability, and security requirements. Collaborate with developers and other stakeholders to ensure successful implementation. Perform other duties as assigned. Minimum Qualifications: Bachelor’s degree (BA/BS) or equivalent in Computer Sciences, Business Administration, or related field required. Equivalent combination of education, technical training, and experience will be considered in lieu of degree. Additional Salesforce certifications (i.e., Certified Salesforce Administrator, Certified Salesforce Platform App Builder, Field Service Lightning Consultant, and/or Experience Cloud Consultant) preferred. Minimum 3 years of Salesforce development experience required. Experience in developing detailed user stories in a test-driven agile methodology preferred. Experience with test driven development, test coverage and security vulnerability remediation preferred. Experience with multi-system architecture, system redundancy design and implementations preferred. Knowledge Skills and Abilities: Strong technical skills, knowledge of various technologies and platforms, ability to design and implement complex systems, and strong problem-solving skills. Ability to write, interpret, and critique technical specifications. Ability to gather requirements and present solutions to stakeholders. Ability to multitask and manage several projects at once. Working knowledge of RDBMS solutions (e.g. Oracle, SQL). Working knowledge of virtualization platforms and cloud platforms (e.g. Azure, AWS, GCP). Strong communication and presentation skills. Strong analytical skills. Knowledge of core networking principles is a plus. At AAA, your success is our success. What we can offer you: The starting base compensation for this position is $71,410 to $117,737. *The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location.* Comprehensive health benefits package. Up to three weeks of paid time off accrued during your first year. Annual Bonus Plan. 401(K) plan with company match up to 7%. Professional development opportunities and tuition reimbursement. Paid time off to volunteer & company-sponsored volunteer events throughout the year. Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Health & Life Insurance, Short Term/Long Term Disability. Full time Associates are offered a comprehensive benefits package that includes: Medical, Dental, and Vision plan options Up to 2 weeks Paid parental leave 401k plan with company match up to 7% 2+ weeks of PTO within your first year Paid company holidays Company provided volunteer opportunities + 1 volunteer day per year Free AAA Membership Continual learning reimbursement up to $5,250 per year And MORE! Check out our Benefits Page for more information ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance. Job Category: Information Technology Work from home or remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia. AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly 7.4 million members in 13 states including Washington, D.C. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team. We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while growing their own career. So that leaves one question, are you ready to make a difference? Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Associate referral process! We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can learn more about our benefit offerings here. AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to jobs@aca.aaa.com.