Supervisor, Insurance Call Center

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.

Tampa, FL

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: <p>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 /> </p> <p><strong><u>Work Environment:</u></strong></p> <p>Work in a temperature-controlled office environment.</p> <p><strong><br /> <u>Compensation</u></strong><br /> The Auto Club Group offers a 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!</p>
Responsibilities: <p>Supervises personnel engaged in the sales/servicing of ACG products in a call center environment. Participates in the selection, hiring, training and development of staff members. May coordinate and supervise new staff members during formal departmental training process. Schedules work hours and assigns job duties.&nbsp;Counsels and develops staff with respect to training and career advancement opportunities. Ensures availability of updated information regarding corporate products, including available discounts. Monitors calls and work product to evaluate individual and overall team performance. Monitors staff sales production and makes recommendations to improve results. Ensures adherence to corporate sales and underwriting guidelines. Monitors service levels, ready to serve time and other appropriate statistics to ensure delivery of quality service and modifies staff workloads as appropriate. Evaluates individual and overall team performance and provides constructive feedback.</p> <p>Maintains call center expertise as needed to ensure resolution of problems and complaints. Assists in managing department resources and developing expense and staffing budget projections. Ensures adherence to cash management, process workflow and quality control procedures. Supervises and coordinates administrative support activities. Researches, analyzes and recommends process improvements and revisions to policies and procedures to enhance business operations.</p> <p>Provides customer service as necessary during peak call periods.</p>
Requirements: <p><strong><u>PREFERRED:</u></strong></p> <ul> <li>Possession of property/casualty insurance sales license.</li> </ul> <p><strong>Experience in/with:</strong></p> <ul> <li>Selling goods or services.</li> <li>Investigation and resolution of sales related problems.</li> <li>Direct sales.</li> <li>The sales and/or service of TACG products.</li> <li>A supervisory capacity within a Customer/Call Center environment.</li> </ul> <p><strong>Knowledge of:</strong></p> <ul> <li>The Auto Club Group (TACG) products and services.</li> <li>Call center systems and metrics.</li> </ul> <p><strong>Ability to:</strong></p> <ul> <li>Coordinate agent licensing activities.</li> <li>Coordinate departmental training functions.</li> <li>Strong organization, planning, time management and administrative skills demonstrated through recent professional and/or management experience in sales, product management, customer service, or business administration.</li> </ul> <p><strong><u>Qualifications</u></strong></p> <p><strong>Required Qualifications:</strong></p> <ul> <li>College level coursework in Business Administration, Marketing, Communications or a related field. Bachelor&rsquo;s degree preferred.</li> <li>Successful completion of The Auto Club Group Leadership Training Program.</li> <li>Attain (within 6 months) and maintain state insurance sales licenses for The Auto Club Group as appropriate.</li> </ul> <p><strong>Experience in/with:</strong></p> <ul> <li>Leadership including sound decision making.</li> <li>Quality service techniques and coaching.</li> <li>Organizing and planning.</li> <li>Mentoring new employees in the techniques used in successful servicing/selling of members/customers.</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>Moderate to advanced knowledge of insurance products and industry.</li> </ul> <p><strong>Knowledge of:</strong></p> <ul> <li>Team building and motivational techniques.</li> <li>Customer service skills.</li> </ul> <p><strong>Supervisory ability to include:</strong></p> <ul> <li>Staffing.</li> <li>Leadership.</li> <li>Scheduling.</li> <li>Budgeting.</li> <li>Team building.</li> <li>Decision making.</li> <li>Managing employee performance.</li> </ul> <p><strong>Ability to:</strong></p> <ul> <li>Successfully complete appropriate training relative to all ACG products and services.</li> <li>Successfully complete Customer Care training and certification courses.</li> <li>Supervise the work of others in a fast-paced environment.</li> <li>Government regulations pertaining to area of business.</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>Maintain appropriate credentials as needed.</li> <li>Support and reconcile cash drawers (PPS).</li> <li>Present complex information in a clear, concise manner.</li> <li>Willingness and ability to work irregular hours, weekends and/or holidays as needed.</li> </ul>