This position provides field management support to our Independent Contractors to the Emergency Road Service (ERS) department. Through the employment of relationship building techniques, effective communication, coaching tutoring and mentoring of business practices. A successful Contract Station Relations Supervisor ensures a stable delivery of providing “Totally Satisfied” roadside assistance to AAA members and customers.
Responsibilities:
Coordinate and provide guidance and motivation to service providers on matters relating to the attainment of performance thresholds, business practices, driver training and conduct, and all other operational issues that may arise.
Supervise activities of independent contract stations within assigned field office territory through regular and frequent station visitations.
Inspect and evaluate station locations, verifying that facilities, equipment, and drivers’ appearance comply with Club policies.
Investigate, document, and resolve member and customer service issues as required.
Ensure consistent availability of station coverage via ongoing assessment of coverage needs, review of new station.
Prepare proposals recommending expansion or reduction of station call volumes as needed.
Network with Receiving and Dispatch management and staff on matters relating to dispatch procedures and resolution of member and provider concerns.
Qualifications:
4-yr. College Degree or an equivalent combination of education and work experience required.
3-5 years demonstrated ERS, CSR, or related sales management experience required.
Experience managing large external vendor relationships, including management of work teams, desired.
Demonstrated knowledge of the towing industry and mechanical aptitude preferred.
Prior experience developing recommendations and proposals, as well as successful negotiations and complaint resolution required.
Professional verbal and written communication skills required, including excellent presentation skills.
Prior experience in the preparation and analyses of financial reports, development of cost-benefit models and understanding of financial spreadsheets and profit and loss statements required.
General management, organizational and time management skills required.
Proficiency in Microsoft Office software products, including Outlook, Word, Excel, Access, PowerPoint, Project and Visio required.
Valid Driver License, acceptable Department of Motor Vehicle record and minimum limits of automobile liability insurance required.
Remarkable benefits:
• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance,
travel, entertainment, services and more!)
Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.
"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”
AAA is an Equal Opportunity Employer
Our organization participates in E-Verify