Together: Achieve More. Move organizations to the Next Level.
Next Level Performance, named one of the Best Places to Work in New Jersey for six out of the past seven years, has been built on our CARES Core Values of Collaboration, Accountability, Respect, Ethical Behavior, and Service to our clients and our community.  To full-time positions, we offer superb working conditions, competitive salaries, company-paid health insurance, 401k, generous PTO policy, 10 paid holidays, a family atmosphere, opportunity for challenge and advancement, and more.

Travel Program Specialist

Reports to: Vice President of Travel & Engagement

Position Description
The primary function is to ensure that all procedural aspects of the Travel Department operate at the highest possible levels of efficiency, and to provide the Travel Program Managers (TPMs) and program guests support in the planning and management of group travel incentive programs.

Major Accounting Responsibilities

Customer Service:

  • Provide exceptional customer service to all winners, guests, and VIPs that call in or email regarding their travel programs.
  • Provide exceptional customer service to all internal clients, including TPMs, Meeting Coordinators, Associate Travel Operations Manager, and Sales.
  • Assist TPMs and department management with the coordination, recording, and supervision of airline contracts/blocks.
  • Supervise accurate data transmission by reviewing winner and guest registrations and the exchange to air department Group Travel Partners (GTP).
  • Monitor travel day air and weather to proactively intervene and assist guests when needed.
  • Coordinate the scheduling and airline ticketing of VIPs and Trip Directors (TDs) on travel programs, if needed outside of Concur.
  • Drive the continuous development and enhancement of Aventri, with a goal of becoming a Super User.

Registration/Mobile App Site Creation:

  • Create assigned registration sites for specific travel programs.
  • Create assigned mobile applications for specific travel programs.
  • Manage waiver process using online platform.

Travel Related Proposal Creation:

  • Assist with hotel and venue sourcing, written proposal creation, and collection of all information necessary for incentive travel proposals, as assigned.
  • Assist in creating the actual presentations for the incentive travel proposals.
  • Coordinate and deliver Great Escapes or other individual or small group travel packages, as needed.

Travel Program Assistance:

  • Assist with travel related program planning (ie: rooming lists, excursion lists, travel agenda assistance, etc.).
  • Assist in the creation and proofreading of travel-related copy, if needed.
  • Attend travel program milestone and GTP turnover milestone meetings.
  • Oversee the creation and assembly of site inspection binders.
  • Provide assistance with reporting, shipping, and ad hoc requests, if needed.
  • Possibly travel onsite in a support capacity - Some travel may be required.

Required Skills, Knowledge, and Intangibles

  • Possess a thorough understanding of the importance of excellent customer service.
  • Display leadership qualities and take every opportunity to coach/train.
  • Excellent oral and written communication skills.
  • Strong knowledge of MS Office Suite, especially Excel.
  • Four-year college degree.
  • Self-motivated, well organized, team player.
  • Possess unyielding integrity and commitment, a sense of urgency, and a strong appetite for accomplishment, results, and quality.
  • Exhibit independent thinking, curiosity, uncanny attention to detail, two-way communications, adaptability in style, and an ability to balance quality, time-to-market, and capacity goals to deliver as promised.

Performance Measurements:

  • Ensure extremely high satisfaction levels by implementing consistent and proactive thinking in support of assigned travel programs.
  • Protect business unit profitability and customer satisfaction by ensuring the accuracy of airline bookings, transaction fees, and keeping TPMs and MCs on track with deliverables.
  • Maximize profit on any assigned travel programs and individual travel packages.
  • Actively participate in initiating and implementing innovative procedures to streamline and improve process in the travel department.
  • Demonstrate sense of ownership across all programs, whether assigned or not, and a willingness to actively support teammates without regard for title in the pursuit of flawless program delivery.

Direct Report(s) 

  • N/A


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Customer Service Operations Coordinator

Reports to: Senior Director of Operations

Position Description
The Customer Service Operations Coordinator is responsible for working with the Customer Service team and cross-company resources to assist in the support of our e-commerce websites, and client-centric on-line incentive, recognition and rewards programs and initiatives.

Major Accounting Responsibilities

  • Answer customer service phone calls and emails
  • Process Merchandise, Gift Card, Event Ticket and Individual Travel orders placed on e-commerce websites
  • Coordinate all travel related shipping needs, including international shipments for group travel programs, through the use of customs brokers and contacts from resorts
  • Follow up on orders placed by participants in incentive programs with vendors and communicate updates to the Customer Service team
  • Prepare, and coordinate the sending of email blasts to individual participants in client programs
  • Enter information into databases for various programs as needed
  • Assist Finance Dept in processing of invoices
  • Coordinate office supply orders for the company
  • Provide assistance to other Business Units/functional areas as required
  • Other duties as assigned

Required Skills, Knowledge, and Intangibles

  • Bachelor’s degree in business or related degree preferred
  • Prior experience dealing directly with customers
  • Demonstrated high level of proficiency with MS Office Suite (Excel, Word, PowerPoint, Outlook), e-commerce software and reporting, experience with any accounting software a plus
  • Basic knowledge of HTML and CSS preferred
  • Experience in sharing/exchanging information with others and be comfortable defining, describing and escalating issues to superiors
  • Possess high-disclosure communications style, good written and verbal communication skills
  • Detail oriented, analytical thinking, problem solving skills
  • Self-motivated, well organized, team player

Direct Report 

  • N/A


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