Supervisor I, Roadside Assistance Contact Center (2nd Shift)

AAA Club Alliance is seeking a Supervisor I, Roadside Assistance Contact Center (RACC)! This is a first level supervisor responsible for leading and coordinating the activities of a team of Roadside Assistance associates in a multi-channel Roadside Assistance Contact Center (RACC) which prioritizes Member safety. The Supervisor is responsible for daily operations and provides direction, coaching and development to their team ensuring that the Contact Center meets or exceeds established safety and service goals. Additionally, the supervisor ensures the team supports Membership and ensures cross trained agents can fully support Membership sales products and achieve sales goals. The Associate Supervisor handles escalated member issues. The Supervisor keeps the department manager informed of outstanding department issues and team performance; and maintains strong relationships with Dispatch and other internal departments.

This is a work from home position, candidates must live within our territory: (·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia)

Why work for AAA:

Fully remote/work from home.

Computer equipment provided.

Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays.

Paid Training.

Company-wide Career mobility opportunities

Work Schedule: 2nd Shift, 4:00 p.m. to 12:00 a.m. Tuesday, Wednesday, Thursday, Friday and Saturday. All hours EST.

Days Off: Sunday and Monday

Training Requirement: Monday - Friday (9:00 a.m. - 5:00 p.m. EST) for the first 3-5 weeks. Must be able to attend ALL training. Work schedule will begin after training is completed.

What we can offer you:

A competitive salary of $18.40 - $30.00/hr. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as geographic location and experience.

Paid training

All computer equipment shipped directly to you

Shift differential offered for 2nd shift - 8%

401(k) plan with company match up to 7%

Medical, Dental, Vision and Prescription coverage

FREE AAA Premier Membership.

FREE Life Insurance.

Auto repair, travel, and merchandise discount

Tuition reimbursement

Disability Insurance

Supplemental Insurances

Pet Insurance

Legal Insurance

MAJOR JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES (List in order of importance):

Ensures RA contact center associates can fully deliver on Member requests for roadside service and assistance in a timely and safe manner for members.

Ensures Associates handle Member interactions effectively and with empathy for the situation keeping in mind at all time Member safety.

Triages Member’s situation dispatching appropriate service needed, informs on timing and ensures members are safe.

Ensures selected RA team Associates are cross-trained and can support Membership with knowledge of diverse portfolio of Club products & services including membership levels and benefits.

Identifies training and development needs among the staff and works with the Department Manager/Director and trainer to ensure those needs are addressed.

Conducts effective coaching sessions.

May manage virtual associates working in a home-based environment.

Ensures Members are provided timely service by monitoring workload and phone queues for efficient use of resources and associate production. Works with Forecasting & Scheduling (F&S) Department to adjust and maximize agent adherence and availability.

Provides regular feedback to team members and manages the day-to-day performance of 15 to 20 Associates. Coaches associates on customer service, quality, sales and phone skills in order to meet department and company goals.

With the guidance of HR and the department Manager, may administer progressive disciplinary process when warranted; communicates directly with the involved associate.

Assists with interviewing job candidates and provides input in the completion of performance evaluations.

Monitors call volume and live staffing reports to ensure prompt service and avoid delays in the answering of Member calls. Uses judgement to resolve service or operational issues.

Promptly records and reacts to staff absences including procuring overtime/additional staffing for another shift if staffing shortfall warrants. Notifies manager and F&S department of any ongoing staffing issues.

Works to ensure that service metrics are achieved during assigned shift.

Handles escalated Member calls resolving the situation to ensure Member safety, satisfaction and effective utilization of Company resources. Moves sensitive or complex issues to higher level.

Assists Associates in resolving Member problems and special requests.

Keeps department Manager updated on operational issues; works with manager to ensure consistent application of company policies and procedures.

Works with the RACC Manager/Director to ensure effective and efficient communication and implementation of service procedures to provide rapid, professional service to members.

Ensures prompt Member First resolution to meet\exceed member expectations and organizational business goals.

Provides feedback to the Department Manager on all personnel related issues and assists with resolution, including performance appraisals.

Promotes teamwork through promotion of ACA programs and professional communication.

Other duties as assigned

Minimum Qualifications:

High school education

4+ years of high volume customer service experience

Exposure to supervisory tasks a plus; Senior or Lead experience preferred.

Ability to obtain appropriate licensing for sales and service as required within 1 year of hire.

KNOWLEDGE SKILLS AND ABILITIES (Those necessary for competent performance of the job)

Ability to utilize analytical and problem-solving skills

Effective organization, interpersonal and communication (oral and written) skills

Ability to apply sound business judgment to resolve service or operational issues

Ability to effectively and professionally interact with associates and members

Working knowledge of Windows-based computer applications.

Familiarity with web-based applications

Knowledge of geography, routing and directions

Ability to handle and resolve escalated member issues.

#LI-Remote #US

ACA is an equal opportunity employer and complies with all applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals to apply. It is ACA’s policy to employ the best qualified individuals available for all positions. Hiring decisions are based upon ACA’s operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.

Job Category: Customer Service

39011

Remote/Remotely/Tele/Telecommute/From home