GDS and Web Support Specialist

CAA Club Group; Vaughan; On-site; CAD 42,000 - 62,000; Full time

Benefits offered by this job

Holistic wellness program

Education reimbursement program

Travel incentives & product discounts

Pay-for-performance

Defined contribution plan

Personal spending account

Job summary

CAA Club Group is seeking an Associate with 1–3 years of experience in a role focused on travel services and customer support. The candidate will handle daily GDS tasks, monitor travel alerts, and assist with online inquiries and outreach.

A TICO certification and strong attention to detail are valued to ensure accurate, efficient service across travel and related products. This role emphasizes collaboration across LOBs to improve processes and deliver exceptional Member experiences, with

Qualifications

• Minimum 1–3 years of experience in a similar role.
• TICO certified.
• Strong customer service, attention to detail and analytical skills.
• Strong knowledge of internal systems and processes across LOBs and channels is an asset.

Responsibilities

• Handle day-to-day GDS activities, including schedule changes, ticket exchanges and queues.
• Monitor and log travel fraud alerts and TST alerts; share information with Associate Support Team.
• Track and manage finance related items.
• Validate response accuracy for Travel and Travel Insurance bots and flag discrepancies.
• Support digital travel enhancements through data collection, status tracking and reporting.
• Provide customer outreach offering additional products and services.
• Track customer issues related to online Travel and Travel Insurance.
• Support and respond to online customer inquiries (webmail, LiveChat).
• Coordinate liaison activities with other Lines of Business to improve systems and processes.
• Prepare summary materials for Leadership.
• Identify process gaps and recommend improvements to increase efficiency and accuracy.

Skills

Customer service

Attention to detail

Analytical skills

Systems knowledge

Education

Post-secondary degree or diploma (Travel & Tourism preferred)

Job description

About CAA Club Group

At CAA Club Group, we are passionate about keeping our Members safe – whether they are on the road, at home, or travelling abroad. As a trusted Member‑based organization, we provide products and services that are essential to Members’ safety and peace of mind. With over 2.6 million Members across Ontario and Manitoba, we advocate on issues such as road safety and infrastructure, the environment, seniors’ mobility, and consumer protection. Associates share in each other’s successes, drive change and support one another while cultivating a great working environment to deliver on what is best for our Members. CAA Travel is a member of the CAA Club Group of Companies.

Who We Are

Are you ready to join an award‑winning, purpose‑driven culture? Welcome to the CAA Club Group of Companies (CCG), where purpose leads to passion! At CCG, we are committed to delivering an exceptional Associate experience. We offer the following:

Benefits

• Work‑life harmony with access to an award‑winning holistic wellness program
• Continuous learning through our robust corporate curriculum and education reimbursement program
• Incredible rewards, travel incentives, and product and service discounts
• Pay‑for‑performance and best‑in‑class recognition programs
• Competitive benefits that include a defined contribution plan, personal spending account, and more

Position Details

What You Will Do

• Handle day to day GDS activities, including schedule changes, ticket exchanges, and queues
• Monitor and log travel fraud alerts and TST alerts and share information with Associate Support Team
• Track and manage finance related items
• Validate response accuracy for Travel and Travel Insurance bots and flag discrepancies
• Support digital travel enhancement initiatives through data collection, status tracking, and reporting
• Provide customer outreach offering additional products and services
• Track customer issues related to online Travel and Travel Insurance
• Support and respond to online customer inquiries (webmail, LiveChat)
• Support liaison activities with other LOB’s to improve systems and processes
• Prepare summary materials for Leadership
• Identify process gaps and recommend improvements to increase efficiency and accuracy

Salary range is not inclusive of total compensation. The expected salary range for this position will be impacted by factors such as the successful candidate’s skills, experience and working location, as well as the specific position’s business line, scope and level. Candidates with salary expectations outside of the range are encouraged to apply.

Who You Are

• Minimum 1-3 years of experience in a similar role
• Post‑secondary degree or diploma, Travel and Tourism preferred or equivalent combination of education and experience
• TICO certified
• Strong customer service, attention to detail and analytical skills
• Strong knowledge of internal systems and processes across LOBs and Channels is an asset

Please note that we may use AI tools to help us through the recruitment process.

Please note internal applicants are asked to formally express their interest by applying online no later than 10 business days of the position being posted.

Our Commitment

We are an equal opportunity employer and are committed to providing employment accommodation in accordance with all applicable Provincial Human Rights and Accessibility Legislation. CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.