AAA Supervisor, Roadside Assistance - Newington

$56,697 - $72,345/Yr

AAA Mid-Atlantic - West Hartford, CT

Full-time - Mid Level

West Hartford, CT

Rental and Leasing Services

About the position

AAA is seeking an ambitious individual to join our Roadside Assistance Team as a Fleet Supervisor in Newington, CT. This individual will be responsible for managing day-to-day operations at our Fleet Office and working directly with drivers and other supervisors to make sure we've got our members covered. We're looking for a team-oriented individual with strong customer service and coaching experience.

Responsibilities

• Assist Roadside Assistance (RA) Club Fleet Management with the effective operation of AAA Club Alliance location(s), providing leadership to the RA Club Fleet drivers, dispatch and administrative staff, ensure staffing levels, performance and sales goals are met or exceeded.
• Achieve and maintain consistent high-quality performance in the investigation and resolution of member/Roadside Assistance Programs (RAP) customer concerns, and to meet/exceed AAA Quality Standards and AAA Club Alliance standards.
• Deliver extraordinary customer service to AAA members, RAP customers, and other AAA customers.
• Utilize the RA Call Receiving and Dispatching system, monitor facility performance and service goals, and ensure both are met or exceeded.
• Supervise assigned Club Fleet Associates and operations efficiently to ensure that productivity measurements for revenue, sales and contractor expense savings off-sets expense bottom line of profit and loss statements.
• Participate in interviewing and selection process for team members; conduct employee counseling sessions and disciplinary sessions; participate and recommend action regarding all other associate issues.
• Write performance appraisals, conduct performance evaluations, and establish and monitor individual and team goals in conjunction with AAA Club Alliance's strategic and business plans.
• Supervise driver activities, provide coaching and training; maintain time records and staff schedules.
• Coordinate with RA Dispatch and Training to ensure day to day business decisions are in line with division objectives.
• Ensure that vehicles assigned to fleet are maintained in safe operating condition and that operating systems function as designed by the manufacturer and that routine maintenance schedules are adhered to and maintained.
• Ensure that all Federal, State, Local, regulations and Company policies and department guidelines are adhered to.
• Handle difficult or escalated customer situations; respond promptly to customer needs; respond to requests for service and assistance; meet commitments and build/maintain positive work relationships with co-workers, other company associates and the public.
• Investigate and resolve claims including, but not limited to, service delays, operator demeanor, service charges, mechanical repairs and vehicle damage from AAA Members and customers, ensuring all such issues are handled promptly in accordance with corporate and AAA standards.
• Ensure safety procedures are followed and appropriate safety standards are met; maintain safe working conditions; order safety equipment as directed.
• In conjunction with the Fleet Manager and Corporate Risk Manager, investigate accidents and injuries; initiate preventative measures. Ensure all incidents are appropriately documented.
• Identify and recognize unsafe conditions or work practices and report accordingly.
• Oversee the accounts payable & receivable functions in accordance with company policies and business line guidelines.
• Implement and assist with the development of the Fleet Services work plan; assign work activities and projects; monitor work flows; review and evaluate work product, methods and procedures.
• Perform analyses to maintain and improve cost effective utilization of resources.
• Participate in budget preparation and administration; prepare cost estimates for budget recommendations; submit justifications for staffing, equipment, materials and supplies; monitor and control expenditures.
• Respond to Roadside Assistance service requests and provide emergency services and/or towing for AAA members and customers in a prompt, professional, courteous and safe manner.
• May schedule or perform repairs, preventive and routine maintenance and emergency/unscheduled maintenance tasks.

Requirements

• Associate degree with major course work in business, organizational management or related field or equivalent.
• 5+ years' work experience in an automotive or dispatch environment or 5 years of experience in a fast paced, high volume customer service or sales role or the combination of automotive/mechanical and customer service/sales experience.
• 1+ years' leadership or supervisory experience.
• Satisfactory completion of nationally recognized towing certification program such as the International Institute of Towing and Recovery (IITR) and Battery, Battery Warranty, Battery Sales and On-the-Go training classes in accordance with timelines established by AAA Club Alliance and AAA National Quality Standard 2.
• Must possess and maintain a valid State Driver's License.
• Satisfactory pre-and post-employment screening results, including criminal, drug and motor vehicle screening.
• Ability to operate passenger vehicles and trucks with automatic and manual transmissions.
• Must attain and maintain all state and local licensing requirements.

Benefits

• The starting base compensation for this position is $56,697.00 to $72,345.00 annually.
• Monthly bonus potential based on team performance.
• Paid Time Off.
• 8 Paid Holidays.
• 401(k) plan.
• Medical, Dental and Vision Coverage.
• FREE Life Insurance.
• FREE AAA Membership (your choice of a Classic, Plus or Premium).
• Tuition Reimbursement.