Supervisor - Insurance Call Center - Remote

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.

Lansing, 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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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>Compensation:</strong><br />The Auto Club Group offers competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership, and much more!<br /><br /><strong>Work Environment:</strong><br />Work in a temperature-controlled office environment. Willingness and ability to work irregular hours, weekends, and/or holidays as needed.
Responsibilities: <ul> <li>Supervise personnel engaged in the servicing of ACG Insurance products in a call center environment.</li> <li>Monitor staff&rsquo;s production and make recommendations to improve results.</li> <li>Ensure adherence to corporate underwriting guidelines.</li> <li>Schedule work hours and assigns job duties.</li> <li>Counsel and develop staff with respect to training and career advancement opportunities.</li> <li>Ensure availability of updated information regarding corporate products, including available discounts.</li> <li>Monitor calls and work products to evaluate individual and overall team performance.</li> <li>Monitor service levels, ready-to-serve time, and other appropriate statistics to ensure delivery of quality service and modify staff workloads as appropriate.</li> <li>Evaluate individual and overall team performance and provide constructive feedback.</li> <li>Maintain call center expertise as needed to ensure the resolution of problems and complaints.</li> <li>Assist in managing department resources and developing expense and staffing budget projections.</li> <li>Ensure adherence to cash management, process workflow, and quality control procedures.</li> <li>Supervise and coordinate administrative support activities.</li> <li>Research, analyze and recommend process improvements and revisions to policies and procedures to enhance business operations.</li> <li>Provide customer service as necessary during peak call periods.</li> </ul>
Requirements: <strong>Education:</strong><br /> <ul> <li>College-level coursework in Business Administration, Marketing, Communications or a related field, or equivalent work experience</li> <li>Completion of company Leadership Training Program within one year</li> <li>Attain (within 6 months) and maintain state insurance license as appropriate</li> <li>May be required to attain and maintain state membership license as appropriate by the department</li> </ul> <br /><strong>Experience in/with:</strong><br /> <ul> <li>Mentoring, coaching, and developing new employees in the techniques used for successful servicing to members/customers</li> <li>Working in a P&amp;C insurance customer service environment</li> <li>Working under pressure</li> <li>Providing direct customer service in a call center environment</li> <li>Operating a personal computer</li> <li>Navigating through a PC Windows environment, including accessing information from multiple applications</li> <li>Demonstrating sound decision making</li> <li>Organizing and multi-tasking in a fast pace environment</li> </ul> <br /><strong>Knowledge of:</strong><br /> <ul> <li>Team building and motivational techniques</li> <li>Customer service skills</li> <li>Moderate to advanced knowledge of insurance products and industry</li> <li>Quality service techniques and coaching</li> </ul> <br /><strong>Supervisory ability to include:</strong><br /> <ul> <li>Staffing</li> <li>Leadership</li> <li>Scheduling and planning</li> <li>Budgeting</li> <li>Team building</li> <li>Decision making</li> <li>Managing employee performance</li> </ul> <br /><strong>Ability to:</strong><br /> <ul> <li>Complete Customer Care training and certification courses</li> <li>Maintain appropriate credentials as needed</li> <li>Learn government regulations pertaining to the area of business</li> <li>Complete appropriate training relative to all company products and services</li> <li>Supervise the work of others in a fast-paced environment</li> <li>Communicate effectively with others in a work environment and with the public</li> <li>Resolve complex issues</li> <li>Prepare and conduct presentations for all levels of staff and management</li> <li>Maintain accurate records</li> <li>Present complex information in a clear, concise manner</li> <li>Manage employee development to achieve and sustain desired results</li> <li>Effectively manage conflict</li> </ul> <br /> <p><strong><u><span style="font-family: Arial; font-size: medium;">Preferred Qualifications:</span></u></strong></p> <div><u><span style="font-family: Arial; font-size: medium;">Education:</span></u></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Bachelor&rsquo;s degree in Business Administration, Marketing, Communications or a related field</span></li> <li><span style="font-family: Arial; font-size: medium;">possession of property/casualty insurance sales license</span></li> </ul> <div><strong><span style="font-family: Arial; font-size: medium;">&nbsp;</span></strong></div> <p><u><span style="font-family: Arial; font-size: medium;">Experience in/with:</span></u></p> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">selling goods or services</span></li> <li><span style="font-family: Arial; font-size: medium;">investigation and resolution of sales related problems</span></li> <li><span style="font-family: Arial; font-size: medium;">direct sales</span></li> <li><span style="font-family: Arial; font-size: medium;">the sales and/or service of company products</span></li> <li><span style="font-family: Arial; font-size: medium;">a supervisory capacity within a Customer/Call Center environment</span></li> <li><span style="font-family: Arial; font-size: medium;">improving bottom line quality efficiency and customer service results via individual coaching &amp; development plans</span></li> <li><span style="font-family: Arial; font-size: medium;">interviewing &amp; hiring candidates</span></li> <li><span style="font-family: Arial; font-size: medium;">researching and resolving complex service related problems</span></li> <li><span style="font-family: Arial; font-size: medium;">creating a high performance work environment</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> <div><u><span style="font-family: Arial; font-size: medium;">Knowledge of:</span></u></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">company products and services</span></li> <li><span style="font-family: Arial; font-size: medium;">call center systems and metrics</span></li> <li><span style="font-family: Arial; font-size: medium;">workforce management practices and procedures</span></li> </ul> <div><span style="font-family: Arial; font-size: medium;">&nbsp;</span></div> <div><u><span style="font-family: Arial; font-size: medium;">Ability to:</span></u></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">coordinate agent licensing activities</span></li> <li><span style="font-family: Arial; font-size: medium;">coordinate departmental training functions</span></li> <li><span style="font-family: Arial; font-size: medium;">demonstrate strong organization, planning, time management and administrative skills through recent professional and/or management experience in sales, product management, customer service, or business administration.</span></li> </ul> <br />Important Note: The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.<br /><br />The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action employer. 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.