Digital Travel Advisor (59820)

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Handles digital travel leads from initial advisor contact through booking and post-sale service, delivering personalized travel planning and owning the full sales process in a virtual environment.

What you will do:

• Client Acquisition & Conversion - Manages inbound digital leads from the AAA’s online travel lead generation platform (MVP). Initiates and sustains contact through email and phone, applying strategic outreach and thoughtful follow-up to engage prospects who may not respond immediately. Qualifies each lead to assess needs, preferences, and readiness to book. Re-engages cold or undecided leads over time, building trust through well-timed, personalized communication. Maintains a consistent, self-driven sales pipeline and moves leads forward independently, without relying on transferred calls or walk-in traffic. Owns the top of the sales funnel from post-lead handoff through verbal commitment to book
• Sales Quoting & Processing - Creates customized travel proposals based on individual client preferences, using deep knowledge of Club-owned and preferred partners. Develops multiple quote versions when needed, adjusting for budget, logistics, and value. Finalizes bookings, secures payments, issues confirmations, and documents all client information accurately and thoroughly. Manages all booking steps independently across air, land, cruise, and insurance products. Uses multiple systems and supplier platforms. Handles all aspects of the transaction lifecycle with speed, precision, and attention to compliance
• Service Excellence - Delivers Five Diamond Service across all digital interactions, communicating professionally and empathetically through both email and phone. Builds trust with first-time clients and nurtures long-term relationships by anticipating needs, addressing concerns, and following up proactively before and after travel. Resolves client issues efficiently and without escalation, even when working independently. Demonstrates accountability and care throughout the full client journey
• Product Knowledge & Compliance - Completes required certifications and stays current on destination knowledge, supplier promotions, booking policies, and preferred partner offerings. Applies updated knowledge directly to quoting and selling. Enters data accurately and follows all protocols related to ARC, WISP, and company policies. Identifies and reports system issues or gaps in process. Operates with a high level of compliance and information security in a self-managed, digital environment
• Internal Collaboration & Brand Representation – Represents the brand with professionalism and expertise in every client interaction. Contributes to team-based initiatives, supports digital marketing promotions when applicable, and collaborates cross-functionally to resolve client or process issues. Cross-sells complementary Club products such as AAA Visa when appropriate. Demonstrates initiative, reliability, and alignment with the agency’s digital strategy, even when working remotely