Supervisor Emergency Road Service 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.

Omaha, NE

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.

keywords: work environment,compensation,about acg,management,quality assurance,talent acquisition,solutions,support,reporting,maintain,experience,management,quality assurance,leadership,knowledge,prepare,customer care,education,degree,customer care


Competitive Compensation and Benefits Package

Overview: <span class="text" title=""><span class="text" title=""><span style="font-family: Arial;">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 /></span></span></span><strong><u>Work Environment:</u></strong> <span style="font-family: Arial; font-size: medium;">Works in a temperature controlled office environment.</span><span style="font-family: Arial; font-size: medium;">Willingness to work irregular hours to include various shifts, weekends and/or holidays</span><span class="text" title=""><span class="text" title=""><span style="font-family: Arial;">. <br /></span></span></span> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial;">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!</span></p> <span id="requisitionDescriptionInterface.ID1513.row1" class="text" title=""><span style="font-family: Arial;"><span id="requisitionDescriptionInterface.ID1571.row1" class="text" title=""></span><br /></span></span>
Responsibilities: <p style="margin-top: 0px; margin-bottom: 0px;"><strong><u>Primary Duties and Responsibilities:</u></strong></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Supervises Emergency Road Service Customer Advocates on a daily basis to assist in providing quality service to members in all locations in accordance with Auto Club Group (ACG) goals, standards and objectives.&nbsp; Manages service levels to ensure a high degree of operational efficiency.&nbsp; Motivates, coaches and counsels personnel toward the attainment of call quality and customer service objectives.&nbsp; Utilizes the Customer Interaction Center management model and associated tools to achieve objectives.&nbsp; Monitors call and reports quality to evaluate individual and overall team performance and provides constructive feedback.&nbsp; Resolves complaints from internal and external members to ensure that a fair and positive outcome is reached.&nbsp; Participates in the recruitment, screening and interviewing of job candidates. Ensures adherence to quality control procedures.<strong>&nbsp; </strong>Assists management in developing expense and staffing budget projections for the Customer Interaction Center.&nbsp; Communicates with contractors to resolve problems as necessary.&nbsp; Assists in call receiving and dispatch functions during peak periods.</span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><u><span style="font-family: Arial; font-size: medium;"><strong>Supervisory Responsibilities:</strong></span></u></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial; font-size: medium;">Supervises staff and contract Emergency Road Service Customer Advocates I &amp; II</span></p>
Requirements: <p><strong><u>Preferred Qualifications:</u></strong></p> <ul> <li>Bachelor&rsquo;s degree preferred.</li> </ul> <p>Experience in/with:</p> <ul> <li>Call center environment.</li> <li>Sales and/or service of Auto Club Group products</li> <li>Auto Club Group product technologies</li> <li>Utilizing Customer Interaction Model</li> <li>Troubleshooting P.C. or automated processing system problems</li> <li>Supervisory or lead capacity</li> <li>Effectively process and dispatch all Emergency Road Service calls including RAP (Roadside Assistance Program), etc.</li> <li>Operate a two-way radio</li> <li>Represent the Customer Interaction Centers in a professional and positive manner</li> <li>Effectively managing ETAs (Estimated Time of Arrivals) and dispatch cues and reroute calls as applicable</li> </ul> <p>&nbsp;</p> <strong><u>Required Qualifications:</u></strong> <p><u>Education:</u></p> <ul> <li>College level coursework within a related field of Business Administration, Marketing, or Communications.&nbsp;</li> <li>Successful completion of The Auto Club Group Leadership Training Program</li> <li>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.</li> </ul> <p>&nbsp;</p> <p><u>Experience:</u></p> <ul> <li>Leadership, including sound decision making</li> <li>Quality service techniques and coaching</li> <li>Understanding workflow and technologies used</li> <li>Organizing and planning</li> <li>Mentoring new employees in the techniques used in successful servicing of members/customers</li> <li>Creating goals and objectives for staff</li> <li>Working under pressure</li> <li>Customer service</li> <li>Analyzing and resolving problems</li> <li>Negotiating with contractors to obtain quality service for members</li> <li>Handling customer escalations with regard to Emergency Road Service, Membership and Auto Travel issues</li> </ul> <br /> <p><u>Knowledge and Skills:</u></p> <ul> <li>Team building and motivational techniques</li> <li>Customer service skills</li> <li>ACG policies and procedures as they relate to Emergency Road Service</li> <li>Successfully complete Customer Care training and certification courses</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>Read maps and use travel related tools (i.e. directional cues)</li> <li>Prepare and conduct presentations for all levels of staff and management</li> <li>Learn government regulations pertaining to area of business</li> <li>Maintain accurate records&nbsp;&nbsp;</li> <li>Maintain appropriate credentials as needed</li> <li>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.</li> </ul> <br /> <p><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.</p>