AAA

Call Center Supervisor Remote

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Posted 10 days ago United States Salary undisclosed
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Job Description

Why AAA?

We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

  • We offer a competitive Total Compensation package
    • We know compensation goes way beyond bring home pay. AAA offers competitive pay and for eligible employees, best in class benefits. . . excellent medical coverage, dental, vision, 401k with matching contributions, PTO, paid holidays, and tuition reimbursement.

  • We are committed to work-life balance. We help others
    • As a member organization, we are passionately committed to providing our members and customers with Value, Safety, and Total Peace of Mind in all things related to Automotive, Travel, Insurance and Member Benefits

  • We are focused on growth
    • We are 13 million plus members strong with job adds year over year for 20 straight years and counting. Build your skills, experience and thrive in a company that has a demonstrated track record of stability & growth


Available schedule: Thursday - Monday: 2:00 pm to 11:00 pm,

Sunday-Thursday: 2:00 pm to 11:00 pm,

Sunday-Thursday: 1:00 pm to 10:00 pm

What You'll Do

  • Develop and lead a team of approximately 14 front-line associates focused on delivering world-class customer service.

  • Provide positive leadership example to team members

  • Coach team members on quality, technical skills, and disciplinary issues

  • Develop associates; provide on-the-job training to new and existing team members

  • Demonstrate creative problem-solving techniques for customer complaints and elevated issues

  • Relentless focus on the customer and their experience, constantly identify and communicate opportunities and solutions to improve their experience

  • Sell products and offer up-sell products that will benefit the customer

  • Deliver results based upon performance metrics

  • Review and analyze reports to make recommendations to increased efficiencies and profitability.

  • As a member of leadership team work with other internal departments to identify and remedy issues that affect customer centricity

  • Assist in the selection of new employees

  • Process and track all time off and vacation requests for team members

  • Other duties as assigned


We're Looking for Candidates Who

Required Qualifications:

  • 2+ years of supervisor experience

  • Exceptional customer service interface skills

  • Knowledge of call center operations and how to deliver Best In Class customer experience


Preferred Qualifications:

  • Bachelor's degree in Business or related field

  • Prior Call Center Experience


Legal Background Requirements:

  • No felony convictions within the past7 years


Competencies:

  • Strong demonstrated leadership and superb coaching skills

  • Commitment to owning issues and problem solving

  • Demonstrated history of exceptional customer service

  • Strong written and verbal communications skills

  • Strong time management and multitasking skills

  • Proven self-starter with initiative and motivation


Function Career Path:

(The career path associated with the position if there is one)

What it's like to work for us:

We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.

All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.

Who we are:

The Auto Club Group helps AAA Members enjoy life's journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 14 states in the upper Midwest and the Southeast.

The Auto Club Group has established four long-term enterprise goals:

  • Long-term, sustainable, profitable growth

  • AAA Membership growth and renewal

  • Operational excellence

  • Become the "flagship club" of the AAA Federation


Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR 60-1.35(c)