The United Auburn Indian Community (UAIC) is currently seeking a Travel Service Representative for our Tribal Programs department. As a federally recognized Native American tribe, UAIC is committed to enhancing the well-being of our Tribal Members, employees, and the surrounding communities. Join us in a supportive environment where tradition is honored, and innovation is encouraged.
Why UAIC:
- Health and Wellness Benefits: Enjoy 100% employer-paid Medical, Dental, and Vision coverage for you and eligible family members.
- Retirement Planning: We contribute to your retirement account starting at 4%.
- Work-Life Balance: We value your personal time with fifteen (15) paid holidays and four (4) weeks of accrued PTO in your first year.
- On-Site Amenities: Benefit from complimentary on-site breakfasts & lunches, fostering a sense of community and convenience.
Position Summary
The Travel Service Representative is responsible for coordinating and managing domestic travel arrangements for UAIC Tribal members, employees, and programs. This position provides comprehensive travel support from initial travel requests through final reimbursement and expense reconciliation, ensuring a prominent level of customer service, accuracy, and compliance with UAIC policies and procedures.
The Travel Service Representative performs a variety of complex logistical, administrative, and customer service functions related to travel planning, reservations, reimbursements, and recordkeeping. This position serves as the primary source for travelers regarding travel policies, procedures, required documentation, and reimbursement guidelines. The Travel Service Representative is required to exercise independent judgment, discretion, and problem-solving skills to resolve travel-related issues while ensuring compliance with the organization’s policies and procedures.
The Travel Service Representative routinely communicates with Tribal members, travel agencies, employees, hotels, transportation providers, and other external partners while maintaining confidentiality and professionalism.
Job Functions
Essential Functions
- Serves as the primary point of contact for Tribal members, travel agencies, and business travelers regarding travel arrangements, policies, procedures, and travel-related inquiries.
- Assists travelers with planning and purchasing domestic travel arrangements including airfare, lodging, ground transportation, excursions, concert tickets, and other travel-related services approved in the program guidelines or staff handbook.
- Researches travel options, verifies destinations, compares pricing, and identifies cost-effective travel solutions that meet the members’ needs, organizational budget needs and policy requirements.
- Books and confirms travel reservations and provides travelers with complete itineraries, schedules, travel instructions, and required documentation.
- Communicates with airlines, travel agencies, hotels, transportation providers, conference organizers, and other vendors to coordinate travel arrangements and resolve any issues, including cancellations and credit card authorizations.
- Monitors travel schedules and assists with itinerary changes, cancellations, emergencies, and travel disruptions.
- Responds to inquiries, concerns, and complaints promptly and professionally, referring any complex matters to the appropriate supervisor when necessary.
- Reviews and processes travel reimbursement submissions for accuracy, completeness, required documentation, approvals, and compliance with applicable travel policies.
- Verifies receipts, invoices, lodging expenses, and other reimbursable expenses to ensure eligibility and policy compliance.
- Reconciles traveler accounts and identifies discrepancies, missing documentation, or non-compliant expenses.
- Assists travelers with reimbursement procedures and provides guidance regarding allowable travel expenses and documentation requirements.
- Prepares reimbursement packets and coordinates processing with Tribal Programs, Finance & Accounting department and other departments, as necessary.
- Assists Sr. Travel Service Representative and Manager with credit card reconciliations by tracking and maintaining travel receipts and credit memos as required for financial reporting.
- Monitors travel account balances and provides supporting documentation for budget planning and financial reviews.
- Maintains a preference profile for members, particularly those traveling with families or with special needs related to disabilities to ensure that vendors can meet their needs.
- Composes emails, letters, and memos, involving complex requests regarding travel information, itineraries, reports, and other materials, including information of a confidential nature.
- Obtains and maintains required traveler documentation, photographs, identification records, and other supporting materials for Tribal travel activities, including Elders Center and other program-related trips.
- Maintains, and files confidential travel documents and records; reviews these and other data for accuracy, completeness, and conformity with organizational standards.
- Obtains photos and quotes from travelers for member trips to share in the monthly newsletter.
- Maintains regular and predictable attendance that may require nights and weekends to address any emergencies regarding tribal members’ travel plans using a company-provided phone.
- Organizes and routes incoming travel mail, checks, and documents to the appropriate departments, individuals, and business contacts as needed daily.
- Promptly and thoroughly a) reviews all requested health and safety training provided, asking questions on any topic not clearly understood and b) reports any health or safety violations.
- Provides Upper C Front Desk coverage as needed to support breaks and absences for the Front Desk Coordinator.
- Other duties as assigned.
Knowledge, Skills, and Abilities
Knowledge
- Intermediate knowledge of domestic travel planning, booking procedures, and travel industry practices.
- Intermediate knowledge of travel reimbursement processes, expense reporting, and financial recordkeeping.
- Intermediate knowledge of office administration principles and customer service best practices.
- Basic knowledge of accounts payable procedures and financial reconciliation practices.
- Advanced knowledge of MS Office Suite, including Word, Excel, Outlook,
- Intermediate knowledge of cloud-based CRMs such as Salesforce, Zoho, or Microsoft Dynamics 365.
- Basic knowledge of Tribal government operations, programs, and services preferred.
Skills
- Exceptional customer services and people skills.
- Strong organizational and administrative skills with the ability to manage multiple priorities simultaneously.
- Excellent diligence and accuracy.
- Strong analytical, problem-solving, and decision-making skills.
- Effective time management skills with the ability to meet deadlines.
- Excellent written and verbal communication skills.
- Financial recordkeeping, reconciliation, and expense management skills.
- Ability to maintain confidentiality and exercise sound judgement.
Abilities
- Ability to learn and apply the principles of trauma informed, resilience-based services with diverse populations using the 5 Tenets of Social Services.
- Ability to manage multiple projects and priorities in a demanding environment.
- Ability to exercise independent judgement and initiative while maintaining compliance with policies and procedures.
- Ability to learn and apply organizational policies, procedures, travel regulations, and travel guidelines.
- Ability to perform mathematical calculations accurately and efficiently.
- Ability to communicate complex travel and reimbursement requirements in a clear and understandable manner to a diverse audience.
- Ability to establish and maintain effective working relationships with Tribal members, employees, vendors, and external agencies.
- Ability to provide compassionate and culturally responsive customer service that builds trust with Tribal members.
- Ability to identify issues, recommend solutions, and resolve problems effectively.
- Ability to work collaboratively and independently as part of a team.
- Ability to maintain confidentiality of sensitive information.
- Ability to work comfortably and professionally with a diverse community, staff, and Tribal members
- Ability to take initiative in resolving issues to satisfy internal and external customers’ needs and to stay compliant with UAIC policies & procedures
- Ability to clear all necessary background checks.
Qualifications
Minimum requirements
- High school diploma or equivalent
- Three (3) years of administrative and customer service experience in a demanding environment, with booking and travel experience preferred
- Excellent computer literacy, specifically experience with Microsoft Office, including Word, Excel, Outlook
Preferred qualifications:
- Associate or bachelor’s degree in tourism, hospitality, or related field
- Basic knowledge of Salesforce or other cloud-based Customer Records Management (CRM), or other data management systems.
- Experience working as a travel agent or assistant to a traveling executive
Working Conditions
While performing the duties of this job, the employee is occasionally required to stand; walk more than half a mile; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk or hear; and taste or smell. The employee must occasionally lift or move up to 20 pounds. Specific vision abilities required by the job, with or without correction, include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
Special Requirements
- Must maintain STRICT CONFIDENTIALITY of all UAIC information received in trust and confidence.
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Work Location: In person
