Join the AAA Team: Empowering Legendary Service through Leadership Excellence
At Auto Club Enterprises, the largest federation of AAA clubs in the nation, we're on a mission to deliver legendary, lifetime service to our 17 million members across 21 states. With a rich history dating back to 1902 and a strong national brand recognition, we're seeking career-minded, service-driven professionals to join our team as a Claims Call Center Supervisor. This role is a fantastic opportunity to leverage your leadership skills, drive team success, and grow your career in a dynamic, hybrid remote work environment.
About Us: A Culture of Diversity, Inclusion, and Legendary Service
Our strength lies in our employees, who bring together diverse cultures, backgrounds, personalities, and strengths to create a team capable of delivering exceptional service. We believe in embracing our diversity and fostering an inclusive environment where everyone can thrive. As an Equal Opportunity Employer, we're committed to considering all qualified applicants, including those with criminal histories, in a manner consistent with applicable laws and regulations.
Job Summary: Leading the Claims Call Center to Achieve Excellence
As a Claims Call Center Supervisor, you'll play a pivotal role in ensuring effective service to our members and driving the success of our team. This position requires a strong and diverse skillset in relevant areas, including leadership, operations, and project management. You'll be responsible for implementing and managing the achievement of our strategic business plan, applying principles and best practices to attain total member satisfaction, productivity, and corporate leadership goals.
Key Responsibilities: Coaching, Developing, and Leading the Team
- Provide coaching and development to team members to ensure continual education and enrichment, fostering an understanding of immediate service issues to maintain total member satisfaction.
- Communicate with team members through individual and group meetings, encouraging employees to support our culture and values, embrace changes, and discuss current policies, procedures, objectives, and goals.
- Identify training needs and ensure training is provided in assigned responsibilities, reviewing the effectiveness of current training programs and making recommendations for enhancement.
- Direct staff in handling member service issues, resolving elevated service issues, and addressing conflicts, special service needs, member dissatisfaction, and adverse service conditions.
- Interview, screen, and hire team members, as well as direct promotions and terminations, reviewing requests for changes in staffing and forwarding to the next approval level.
- Prepare and conduct performance appraisals, commending employee progress and taking corrective action to improve performance or correct failures.
- Analyze current operating activities and report to management as requested, participating in organized committees to recommend changes in operating methods, business plans, and training curriculum.
- Supervise employees' compliance with company policy, safety procedures, federal and state labor laws, and approve necessary reports.
- Support organizational commitment to ongoing leadership development through annual completion of "Leadership Development Units," including live call taking, development, training, and maintaining local contingency and disaster-readiness plans.
Essential Qualifications: Experience, Skills, and Education
- Bachelor's degree or equivalent combination of education and experience.
- 4-6 years of call center customer service experience, with a proven track record of leadership and team management.
- Professional verbal and written communication skills, with general management, organizational, and time management skills.
- Proven effectiveness in negotiating and resolving complaints on an escalated level.
- Knowledge of call center management applications, industry standards/requirements, automatic call distribution technology, workforce management software, service quality assurance programs, and industry best practices.
- Strong coaching, interpersonal, and effective presentation skills, with demonstrated leadership ability to motivate a group of employees towards a desired result.
- Current knowledge of Human Resources practices, including wage and hour, labor law, and proficiency with Microsoft Office software.
- Valid Driver's License, acceptable Department of Motor Vehicles record, and minimum liability insurance issued by the state.
Preferred Qualifications: Enhancing Your Candidacy
- Experience in the insurance industry or a related field.
- Certifications in call center management or a related area.
- Knowledge of AAA's products and services.
What We Offer: Competitive Compensation, Benefits, and Career Growth
We're committed to providing a comprehensive compensation package that includes:
- A competitive salary range of $66,560 - $76,300.
- Eligibility to participate in our incentive program based on organization, team, and personal performance.
- Remarkable benefits, including health coverage for medical, dental, vision, 401(K) saving plan with company match, and pension.
- Tuition assistance, PTO for community volunteer programs, wellness program, and employee discounts.
Career Growth Opportunities: Developing Your Skills and Expertise
As a Claims Call Center Supervisor, you'll have opportunities to grow your career and develop your skills in a dynamic and supportive environment. You'll be able to:
- Develop your leadership skills through our ongoing leadership development program.
- Enhance your knowledge of call center management applications, industry standards, and best practices.
- Participate in organized committees and special projects to recommend changes in operating methods and business plans.
Work Environment: Hybrid Remote Arrangement with a Collaborative Culture
We offer a flexible, hybrid remote work arrangement that allows you to balance your work and personal life. Our culture is built on a foundation of collaboration, diversity, and inclusion, where everyone can thrive and contribute to our mission of delivering legendary service.
Why Join Us? A Persuasive Conclusion
If you're a motivated and experienced leader looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Claims Call Center Supervisor, you'll play a critical role in driving team success and delivering exceptional service to our members. With our competitive compensation package, comprehensive benefits, and opportunities for career growth, we believe you'll find this role to be a rewarding and fulfilling experience. Join our team today and help us deliver legendary service to our members!
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