Travel Customer Experience Representative

At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.

AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical, Dental, Life and AD&D Insurance


• Flexible work schedules


• Pre-Tax & Roth 401(k) plan with company match


• Health Spending Accounts with company contribution & Flexible Spending Accounts


• Company Paid Short-term & Long-term disability


• Paid time off


• Tuition reimbursement & company-paid training programs


• FREE AAA membership & travel / product discounts


• Paid Volunteer Time Off 

Job Responsibilities

Job Specific Requirements

• Strong customer service skills with the ability to support Membership growth and contribute to overall team productivity while developing foundational travel sales knowledge

• Proficiency in Salesforce CRM for lead management, activity logging, and maintaining high-quality, accurate data

• Demonstrated experience with outbound calling, including high-volume outreach and lead conversion

• Excellent verbal and written communication skills with the ability to build rapport quickly

• Familiarity with AAA products, membership structure, and Club service offerings

• Ability to use travel booking platforms (e.g., GDS, vendor portals, online booking engines)

• Strong customer service skills with a focus on problem-solving and creating exceptional member experiences

• Knowledge of domestic and international travel products, suppliers, booking systems, and industry best practices

• High attention to detail with the ability to identify, correct, and prevent errors in bookings or CRM entries

• Ability to multitask and manage multiple itineraries, calls, and follow-ups in a fast-paced environment

• Comfort working in a structured, metric-driven environment with required phone queue time and schedule adherence

• Ability to navigate multiple computer systems and tools simultaneously

• High degree of professionalism, integrity, and commitment to AAA standards.

Physical Requirements

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone


• Must be able to lift, carry, push, pull a maximum of 25 lbs

 Starting rate: $21.10/hr + Incentive Opportunity