Traffic Coordinator

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Dearborn, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Full Time

Competitive Compensation and Benefits Package

Overview: <strong>About ACG:</strong><br /> The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. <br /><br /><strong><strong>Compensation:<br /></strong></strong> <div>The Auto Club Group offers competitive compensation and benefits&nbsp;packages including a base salary with performance-based incentives;&nbsp;medical/dental/vision insurance, pension, 401(k), generous time off, a&nbsp;complimentary AAA Membership, and much more!</div>
Responsibilities: <strong>Primary Duties and Responsibilities:</strong><br /> <ul> <li>Functions as a liaison between CIC Operations Support and management personnel in a call center environment.</li> <li>Provides phone coverage monitoring on an ongoing basis and adjusts staffing levels to ensure adequate coverage and the achievement of corporate customer service objectives.&nbsp;</li> <li>&nbsp; Assists senior-level personnel/management in evaluating options for supporting new functions or changes to current processes that impact staffing.&nbsp;</li> <li>Maintains the database systems for the Workforce Management and Automated Call Distributor (ACD) Systems. Ensures the accurate and timely completion of daily, weekly, and monthly management reports as required.</li> <li>Receives notifications of ill/absent employees in the call center environment and makes adjustments to work schedules to ensure adequate telephone coverage.&nbsp; Facilitates vacation time and special meeting/time off requests.</li> <li>Monitors queue throughout the shifts to recommend operational changes.</li> <li>Maintains statistical data regarding problems for inclusion in reports.&nbsp; Provides the implementation of back-up procedures in the event of system failure.&nbsp; Provides management with a record log regarding system failures to ensure appropriate steps were taken to return the system to normal operation.</li> <li>Reviews, investigates, and resolves service complaints from members.&nbsp; Obtains pertinent information and resolves problems as directed by supervisory personnel.</li> </ul>
Requirements: <strong>Education:<br /></strong> <ul> <li>College-level coursework in Computer Science, Business Administration, or a related field or comparable experience in a call center environment.</li> </ul> <strong><strong>Experience:</strong></strong><br /> <ul> <li><span style="font-size: medium;">Preparing written reports for management.</span></li> <li><span style="font-size: medium;">Basic office functions and business analysis.</span></li> <li><span style="font-size: medium;">Customer service in a telephone environment.</span></li> <li><span style="font-size: medium;">PC applications (i.e. Excel, Word, Access, NT, etc.).</span></li> </ul> <br /><strong><strong>Knowledge and Skills:<br /></strong></strong> <ul> <li><span style="font-family: Arial; font-size: medium;">Strong interpersonal skills.</span></li> <li><span style="font-family: Arial; font-size: medium;">Strong written and oral communication skills.</span></li> <li><span style="font-family: Arial; font-size: medium;">Utilizing scheduling software and Call Management Software.</span></li> <li><span style="font-family: Arial; font-size: medium;">Organization and planning.</span></li> <li><span style="font-family: Arial; font-size: medium;">Problem-solving.</span></li> <li><span style="font-family: Arial; font-size: medium;">Coordinating the daily scheduling of call center personnel to ensure adequate phone coverage.</span></li> <li><span style="font-family: Arial; font-size: medium;">Managing multiple assignments/projects at the same time.</span></li> <li><span style="font-family: Arial; font-size: medium;">Interfacing with, and providing support to management.</span></li> <li><span style="font-family: Arial; font-size: medium;">Working within short deadlines and constantly changing business requirements.</span></li> <li><span style="font-family: Arial; font-size: medium;">Managing multiple assignments with minimal supervision.</span></li> <li><span style="font-family: Arial; font-size: medium;">Working effectively in a team environment.</span></li> <li><span style="font-family: Arial; font-size: medium;">Identifying and quickly resolving complex business problems.</span></li> </ul> <br /><strong><strong>Preferred Experience With:<br /></strong></strong> <ul> <li><span style="font-size: medium;">IEX, TCS, Blue Pumpkin, or other scheduling software.</span></li> <li><span style="font-size: medium;">Call Management software such as Avaya CMS or Aspect.</span></li> </ul> <br /><br />The Auto Club Group, and all of&nbsp;its affiliated companies,&nbsp;is an equal opportunity/affirmative action employer. &nbsp;All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.