Traffic Coordinator 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.

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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Competitive Compensation and Benefits Package

Overview: 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.
Responsibilities: <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.</li> <li>Assists senior level personnel/management in evaluating options for supporting new functions or changes to current processes that impact staffing.</li> <li>Maintains the data base systems for the Workforce Management and Automated Call distributor (ACD) Systems.</li> <li>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.</li> <li>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.</li> <li>Provides implementation of back-up procedures in the event of system failure.</li> <li>Provides management with a record log regarding system failures to ensure appropriate steps were taken to return system to normal operation.</li> <li>Reviews, investigates and resolves service complaints from members.</li> <li>Obtains pertinent information and resolves problems as directed by supervisory personnel.</li> </ul> <br /> Hours<br /> Afternoon Shift 330 pm &ndash; 12 am with rotating weekends and holidays
Requirements: <p style="font-weight: 300;">Experience in with:</p> <ul style="font-weight: 300;"> <li style="font-weight: 300;">IEX, TCS, Blue Pumpkin or other scheduling software,</li> <li style="font-weight: 300;">Call Management software such as Avaya CMS or Aspect</li> </ul> <p style="font-weight: 300;">WORK ENVIRONMENT</p> <p style="font-weight: 300;">Works in a temperature controlled office environment.</p> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><strong style="font-weight: 300;"><u style="font-weight: 300;">Required Qualifications:</u></strong></p> <p style="font-weight: 300;">Education:</p> <ul style="font-weight: 300;"> <li style="font-weight: 300;">College-level coursework in Computer Science, Business Administration or a related field or comparable experience in a call center environment&nbsp;</li> </ul> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;">Experience:&nbsp;</p> <ul style="font-weight: 300;"> <li style="font-weight: 300;">Preparing written reports for management.</li> <li style="font-weight: 300;">Basic office functions and business analysis.</li> <li style="font-weight: 300;">Customer service in a telephone environment.</li> <li style="font-weight: 300;">PC applications (i.e. Excel, Word, Access, NT, etc.).</li> </ul> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;"><u style="font-weight: 300;">Knowledge and Skills:</u></p> <ul style="font-weight: 300;"> <li style="font-weight: 300;">Strong interpersonal skills</li> <li style="font-weight: 300;">Strong written and oral communication skills.</li> <li style="font-weight: 300;">Utilizing scheduling software and Call Management Software</li> <li style="font-weight: 300;">Organization and planning</li> <li style="font-weight: 300;">Problem-solving</li> <li style="font-weight: 300;">Coordinating the daily scheduling of call center personnel to ensure adequate phone coverage</li> <li style="font-weight: 300;">Managing multiple assignments/projects at the same time</li> <li style="font-weight: 300;">Interfacing with, and providing support to management</li> <li style="font-weight: 300;">Working within short deadlines and constantly changing business requirements</li> <li style="font-weight: 300;">Managing multiple assignments with minimal supervision</li> <li style="font-weight: 300;">Working effectively in a team environment</li> <li style="font-weight: 300;">Identifying and quickly resolving complex business problems</li> </ul> <p style="font-weight: 300;">&nbsp;</p> <p style="font-weight: 300;">The Auto Club Group offers a competitive compensation and benefits package including a base salary with performance-based incentives; medical/dental/vision insurance,&nbsp; 401(k), generous time off, a complimentary AAA Membership, and much more!</p> <p style="font-weight: 300;"><br style="font-weight: 300;" /><strong style="font-weight: 300;">Important Note:</strong>&nbsp;The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.&nbsp; This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.&nbsp; Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.</p> <p style="font-weight: 300;">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.</p>