Bilingual Supervisor, ERS Call Center

<p>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 &mdash; and make a difference. Get started by choosing the career that&rsquo;s right for you.</p>

Omaha, NE

The Auto Club Group (NE)

<p>ACG and the Cornhusker Motor Club Foundation are proud recipients of the Lincoln-Lancaster County Board of Health Community Public Health award. Nominated by the Safe Kids Child Passenger Safety Task Force, this award recognizes organizations strongly committed to enhancing the safety of families and was presented during the annual Board of Health Awards Luncheon.</p> <p>"We are privileged to accept this award on behalf of the Auto Club Group, the Cornhusker Motor Club Foundation, and our employees who support our traffic safety initiatives and events," said Rose White, Nebraska Public Affairs Director. &nbsp;"To be recognized for the vital role we play in changing community health and safety outcomes by working to reduce the number of children injured and killed in motor vehicle crashes is truly an honor."</p> <p>&nbsp;"We graciously accept this award in exchange of our commitment that we will continue our efforts to make roadways safer for all Nebraskans," said White.</p> http://nebraska.aaa.com/

keywords: work environment,compensation,about acg,quality assurance,talent acquisition,support,reporting,maintain,travel,knowledge,education,customer care,language,experience

Full-Time

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.&nbsp; <p><strong><u><span style="font-family: Arial; font-size: medium;">Work Environment</span></u></strong><strong><u><span style="font-family: Arial; font-size: medium;">:</span></u></strong></p> <ul> <li><span style="font-family: Arial; font-size: medium;">Works in a temperature controlled office environment.</span></li> <li><span style="font-family: Arial; font-size: medium;">Willingness to work irregular hours to include various shifts, weekends and/or holidays.</span></li> </ul> <span style="font-family: Arial; font-size: medium;">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>
Responsibilities: <p><strong><u><span style="font-family: Arial;">Primary Duties and Responsibilities:</span></u></strong></p> <ul> <li><span style="font-family: Arial; font-size: medium;">Supervises Bilingual ERS 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; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Manages service levels to ensure a high degree of operational efficiency.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Motivates, coaches and counsels personnel toward the attainment of call quality and customer service objectives.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Utilizes the CIC management model and associated tools to achieve objectives.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Monitors call and reports quality to evaluate individual and overall team performance and provides constructive feedback.&nbsp; </span></li> <li><span style="font-family: Arial; font-size: medium;">Resolves complaints from internal and external members (in Spanish and English) to ensure that a fair and positive outcome is reached.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Participates in the recruitment, screening and interviewing of bilingual job candidates. <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Ensures adherence to quality control procedures.<strong>&nbsp;&nbsp;<br /></strong></span></li> <li><span style="font-family: Arial; font-size: medium;">Assists management in developing expense and staffing budget projections for the CIC.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Communicates with contractors to resolve problems as necessary.&nbsp; <br /></span></li> <li><span style="font-family: Arial; font-size: medium;">Assists in Spanish and English call receiving and dispatch functions during peak periods.</span></li> </ul>
Requirements: <strong>Qualifications</strong><br /> <ul type="disc"> <li><strong>Bilingual in Spanish and English (must be fluent)</strong></li> <li><span style="font-family: Arial; font-size: medium;">College level coursework within a related field of Business Administration, Marketing, or Communications.&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Ability to successfully complete the The Auto Club Group Leadership Training Program</span></li> <li><span style="font-family: Arial; font-size: medium;">Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.</span></li> </ul> <div><span style="font-size: medium;"><strong><span style="font-family: Arial;">Experience:</span></strong></span></div> <ul type="disc"> <li><span style="font-family: Arial; font-size: medium;">Leadership, including sound decision making</span></li> <li><span style="font-family: Arial; font-size: medium;">Quality service techniques and coaching</span></li> <li><span style="font-family: Arial; font-size: medium;">Understanding workflow and technologies used</span></li> <li><span style="font-family: Arial; font-size: medium;">Organizing and planning</span></li> <li><span style="font-family: Arial; font-size: medium;">Mentoring new employees in the techniques used in successful servicing of members/customers</span></li> <li><span style="font-family: Arial; font-size: medium;">Creating goals and objectives for staff</span></li> <li><span style="font-family: Arial; font-size: medium;">Working under pressure</span></li> <li><span style="font-family: Arial; font-size: medium;">Customer service</span></li> <li><span style="font-family: Arial; font-size: medium;">Analyzing and resolving problems</span></li> <li><span style="font-family: Arial; font-size: medium;">Negotiating with contractors to obtain quality service for members</span></li> <li><span style="font-family: Arial; font-size: medium;">Handling customer escalations with regard to Emergency Road Service, Membership and Auto Travel issues</span></li> </ul> <div><span style="font-size: medium;"><strong><span style="font-family: Arial;">Knowledge and Skills:</span></strong></span></div> <ul> <li><span style="font-family: Arial; font-size: medium;">Team building and motivational techniques</span></li> <li><span style="font-family: Arial; font-size: medium;">ACG policies and procedures as they relate to Emergency Road Service</span></li> <li><span style="font-family: Arial; font-size: medium;">Successfully complete Customer Care training and certification courses</span></li> <li><span style="font-family: Arial; font-size: medium;">Supervise the work of others in a fast paced environment</span></li> <li><span style="font-family: Arial; font-size: medium;">Communicate effectively with others in a work environment and with the public</span></li> <li><span style="font-family: Arial; font-size: medium;">Resolve complex issues</span></li> <li><span style="font-family: Arial; font-size: medium;">Read maps and use travel related tools (i.e. directional cues)</span></li> <li><span style="font-family: Arial; font-size: medium;">Prepare and conduct presentations for all levels of staff and management</span></li> <li><span style="font-family: Arial; font-size: medium;">Learn government regulations pertaining to area of business</span></li> <li><span style="font-family: Arial; font-size: medium;">Maintain accurate records&nbsp;&nbsp;</span></li> <li><span style="font-family: Arial; font-size: medium;">Maintain appropriate credentials as needed</span></li> </ul>