Senior Travel Sales Support Specialist

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work.

NOTE: This role is hybrid and requires 3 days a week onsite in our Phoenix, AZ Corporate office.

JOB SUMMARY

The Senior Travel Sales Support Specialist provides essential operational and administrative support to AAA MWG travel advisors by maintaining accurate travel and financial records across multiple travel technology systems. This position plays a key role in managing airline queues, handling schedule changes, auditing transactions, and ensuring the accuracy of all invoicing and documentation. In addition to supporting daily sales operations, this role contributes to process improvement initiatives, assists with workflow documentation, and enhances overall efficiency within the travel sales division. The position requires flexibility in scheduling to meet business needs, as travel sales operations and member support extend beyond standard weekday hours.

RESPONSIBILITIES / JOB DUTIES

• Monitor, prioritize, and action all airline queues within the GDS to ensure timely handling of schedule changes, cancellations, and exchanges. Maintain high data integrity through proactive monitoring and follow-up.
• Review and resolve airline-initiated changes, secure alternative flight options, and communicate outcomes to travel advisors and members while minimizing disruption to booked itineraries.
• Conduct regular audits of travel invoices and GDS records to ensure consistency and accuracy across systems. Assist with reconciliation and support the invoicing and reporting process for multiple travel products.
• Manage the collection, accuracy, and storage of travel documents including ticket exchanges, refunds, tour confirmations, and cruise documents in compliance with AAA MWG standards and supplier policies.
• Partner with leadership to identify gaps and create solutions that streamline sales support, improve data accuracy, and standardize best practices. Participate in documenting SOPs, training materials, and process maps.
• Serve as a key point of contact for advisor support, assisting with escalations, operational issues, and administrative follow-through to allow advisors to focus on sales and client service.
• Provide coverage support during non-traditional business hours when needed (including evenings, weekends, and holidays) to ensure consistent member service and queue management coverage across the club’s travel operations.

KNOWLEDGE AND SKILLS

• Advanced working knowledge of GDS platforms, including queue management, ticketing, reissues, and airline schedule management.
• Strong understanding of travel accounting and invoicing processes with the ability to audit and reconcile discrepancies.
• Skilled in developing and documenting processes, workflows, and best practices.
• Excellent analytical and problem-solving abilities with attention to detail and accuracy.
• Strong written and verbal communication skills; able to interact professionally with advisors, vendors, and management.
• Proficiency in Google Workspace, Microsoft Excel, and CRM/travel management platforms such as Salesforce.
• Ability to work independently, manage multiple priorities, and demonstrate sound judgment in time-sensitive environments.
• Flexibility to support business operations outside of traditional Monday–Friday schedules, including limited weekends or holidays as required by club coverage needs.

EDUCATION, COMPETENCIES, CERTIFICATIONS/LICENSES

• Minimum Requirements:
  • High School Diploma or equivalent.
  • 4-6 years of experience in a travel agency or travel operations support role, including advanced GDS usage and airline ticketing/exchange handling.

• Preferred Qualifications:
  • Bachelor’s Degree in Business, Hospitality, or related field.
  • CTA or CTC Certification.
  • Experience in auditing, process improvement, or project coordination.

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