Travel Consultant

Who We Are

CAA Niagara is a proud Niagara Region employer, that strives on delivering rewarding experiences and enhancing the lives of our community. For over one hundred years, we have been a staple within our community, providing such services as emergency roadside assistance, travel services, insurance coverage, membership and rewards savings; continually growing our suite of relevant services and products.

A true community partner, we could not be here without our over 160,000 members across Niagara, allowing us to focus on earning your continued trust, every day!

Location: Welland, ON

Status: Full-Time Permanent, On-Site (with ad‑hoc flexibility)

This posting is to fill an existing vacancy.

About the Role

Working within the Travel department, the travel consultant will leverage their travel knowledge and enthusiasm to create memorable experiences for every Members/Non-Members. Their role includes delivering exceptional travel services to both Members and Non-Members on a global scale. Furthermore, the Travel Consultant is responsible for keeping client records and files current and well-maintained, while also conducting regular and meaningful follow-ups with clients.

The expected hourly range for this role is $20-$22. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.

Key Responsibilities

• Engage in exploratory conversations with Members/Non-Members to ascertain their preferred destinations, transportation choices, travel dates, financial considerations, and accommodation needs.
• Strategize, describe, organize, and promote all elements related to the travel requirements of Members/Non-Members.
• Address unexpected issues, complaints, or escalations and determine the appropriate actions for resolution.
• Conduct research on various travel destinations.
• Present travel solutions to our Members/Non-Members that align with their vacation preferences.
• Manage the phone queue for travel inquiries.
• Ensure that travel booking invoices are completed accurately and promptly, adhering to TICO guidelines for invoicing.
• Participate in staffing CAA Niagara events where travel presence is required, including training sessions and consumer nights.
• Achieve sales Key Performance Indicators (KPIs) and meet other assigned performance metrics.

Please note that this list may not encompass all responsibilities, and other duties may be assigned on a permanent or temporary basis as needed.

Qualifications & Skills

• Displayed a customer-focused approach in sales interactions with Members.
• Proficient in computer usage, especially in sales or travel-related technology.
• Effective time management and organizational abilities.
• Familiarity with Microsoft Office applications.
• Outstanding interpersonal and communication skills.
• Capable of handling pressure and adaptable to changing circumstances.
• Exceptional problem-solving and troubleshooting abilities.

Education & Experience

• 2-3 years of customer service and sales experience in a similar environment
• Minimum of 1-year travel agent/consultant experience
• Post-Secondary education in Travel and Tourism, or related field, is considered an asset
• CTC certification is considered an asset

Must-Haves (BFOR)

• Must be TICO Certified or able to obtain TICO Certification within the first three (3) months of employment.
• Must maintain all required TICO and other applicable certifications throughout employment.

Working Conditions

• Work within an office environment with frequent interruptions.
• Frequent computer use, including typing and mouse use.
• Ability to work at any CAA Niagara location as operationally required.
• Flexibility to work varying hours, including days, evenings and weekends, as required.

What’s In It For You

• 100% employer-paid premiums for health, dental, vision, life, and travel insurance
• Virtual healthcare and nurse navigation support
• Defined Contribution Registered Pension Plan
• Growth, training, and development opportunities
• Give Where You Live program (community volunteer program)
• Green and Wellness Reimbursement Program
• Paid personal and vacation hours

Interview Process

Our process is designed to provide a full picture of how you would contribute to our team:

1. Pre-screening call
2. In-person interview
3. Assessment (if applicable)
4. Background and references
5. Offer

CAA Niagara does not currently use artificial intelligence in screening or selection of applicants.

CAA Niagara is an equal opportunity employer and is committed to providing an accessible and inclusive workplace. We are dedicated to ensuring that our recruitment processes are barrier-free and accommodating to all individuals, including those with disabilities. If you require accommodation at any stage of the application, interview, or employment process, please inform our Human Resources department at [email protected]

We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.