Travel Representative

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 $18-$20. 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.