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: Niagara Falls and Grimsby, ON
Status: Two (2) Full-Time Permanent, On-Site (with ad‑hoc flexibility)
This posting is to fill an existing vacancy.
About the Role
The Travel Services Representative provides support to Members, Non-Members, Travel Consultants, and the Journeys Groups Division through travel sales, booking services, tour coordination, invoicing, and administrative support. This role assists customers with travel arrangements, including air, hotel, car rental, and group travel bookings, while promoting additional products and services that enhance the travel experience.
The position is responsible for the accurate administration of individual and group travel bookings, including documentation, invoicing, payment processing, supplier coordination, and tour operations support. The successful candidate is highly organized, detail-oriented, customer-focused, and able to balance service with operational responsibilities in a fast-paced environment.
The expected hourly or salary range for this role is $20.00. Placement within this range will be determined based on the successful candidate’s qualifications, skills, and experience.
Key Responsibilities
- Provide exceptional service to Members and Non-Members in-person, by telephone and through scheduled appointments, assisting with general travel inquiries and booking needs.
- Answer and support the Travel department phone queue, identifying customer needs and directing or completing requests as appropriate.
- Facilitate bookings for air, hotel and car rental arrangements within North America.
- Identify opportunities to cross-sell and promote additional products and services, including travel insurance
- Process payments, deposits and refunds accurately and in accordance with TICO requirements and company policies.
- Create accurate and timely travel invoices using booking information, supplier rates and payment details.
- Review and verify travel bookings and invoices to ensure accuracy, consistency and completeness.
- Cross-check online bookings to confirm payments have been processed correctly and invoices accurately reflect the original booking.
- Complete invoicing for Travel Consultants and applicable suppliers/products, including Journeys Tours, Niagara Airbus, cruise excursions, car rentals, hotels and other eligible travel products.
- Manage applicable booking changes, cancellations and rebooking requests.
- Prepare and organize customer travel documentation, including itineraries, tickets, vouchers, insurance information and other required documents, ensuring materials are accurate and provided within required timelines.
- Maintain current supplier, product, pricing and promotional information within applicable systems.
- Provide administrative and operational support to Travel Consultants across CAA Niagara locations.
- Maintain a high level of accuracy when completing reservations, invoicing, documentation and data entry.
- Support department processes and identify opportunities to improve efficiency and the overall Member experience.
- Work collaboratively with Travel Consultants, Journeys and other internal teams to ensure customer needs are handled efficiently and appropriately.
- Perform other related duties and responsibilities as assigned on a permanent or temporary basis.
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
- Excellent verbal and written communication and interpersonal skills, with the ability to build rapport with customers.
- Strong organizational and time-management skills with the ability to manage multiple priorities.
- High attention to detail and commitment to accuracy.
- Strong customer service and sales skills.
- Ability to work effectively in a fast-paced environment with frequent interruptions and changing priorities.
- Strong administrative, computer and data-entry skills, proficient in MS Office.
- Comfortable navigating multiple web-based systems, CRM platforms and travel booking systems.
- Strong problem-solving and analytical skills.
- Collaborative, adaptable and solutions-oriented approach.
- Ability to work independently while contributing effectively within a team environment.
Education & Experience
- 2+ years of customer service experience.
- Post-secondary education in Travel & Tourism or a related field is considered an asset.
- Previous travel agency or travel industry experience is considered an asset.
- Demonstrated efficiency and accuracy in data entry and administrative work.
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:
- Pre-screening call
- In-person interview
- Assessment (if applicable)
- Background and references
- 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 hr@caaniagara.ca
We will work with you to meet your needs and ensure a positive experience throughout the recruitment journey.
