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Job Details

Bilingual Supervisor ERS Call Center

Company name
American Automobile Association (AAA)

Omaha, NE

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Job DescriptionExpecting something more from AAA?  Click on the link below to learn more about this exciting opportunity:https:\/\/\/The-Auto-Club-Group-NE-1011\/12323\/index.htmlThe Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.   Primary Duties and Responsibilities:Supervises Bilingual ERS Customer Advocates on a daily basis to assist in providing quality service to members in all locations in accordance with Auto Club Group (ACG) goals, standards and objectives.  Manages service levels to ensure a high degree of operational efficiency.  Motivates, coaches and counsels personnel toward the attainment of call quality and customer service objectives.  Utilizes the CIC management model and associated tools to achieve objectives.  Monitors call and reports quality to evaluate individual and overall team performance and provides constructive feedback.  Resolves complaints from internal and external members (in Spanish and English) to ensure that a fair and positive outcome is reached.  Participates in the recruitment, screening and interviewing of bilingual job candidates. Ensures adherence to quality control procedures.  Assists management in developing expense and staffing budget projections for the CIC.  Communicates with contractors to resolve problems as necessary.  Assists in Spanish and English call receiving and dispatch functions during peak periods.Work Environment:Works in a temperature controlled office environment.Willingness to work irregular hours to include various shifts, weekends and\/or holidays QualificationsBilingual in Spanish and English (must be fluent)College level coursework within a related field of Business Administration, Marketing, or Communications. Ability to successfully complete the The Auto Club Group Leadership Training ProgramMust qualify, obtain, and maintain all applicable state licenses required for selling and\/or servicing Auto Club Group products. Experience:Leadership, including sound decision makingQuality service techniques and coachingUnderstanding workflow and technologies usedOrganizing and planningMentoring new employees in the techniques used in successful servicing of members\/customersCreating goals and objectives for staffWorking under pressureCustomer serviceAnalyzing and resolving problemsNegotiating with contractors to obtain quality service for membersHandling customer escalations with regard to Emergency Road Service, Membership and Auto Travel issues  Knowledge and Skills:Team building and motivational techniquesACG policies and procedures as they relate to Emergency Road ServiceSuccessfully complete Customer Care training and certification coursesSupervise the work of others in a fast paced environmentCommunicate effectively with others in a work environment and with the publicResolve complex issuesRead maps and use travel related tools (i.e. directional cues)Prepare and conduct presentations for all levels of staff and managementLearn government regulations pertaining to area of businessMaintain accurate records  Maintain appropriate credentials as needed The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance based incentives; medical\/dental\/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more! The Auto Club Group, and all of its affiliated companies, is an equal opportunity\/affirmative action employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.    ,identifier:{@type:PropertyValue,name:AAA,value:0113},datePosted:2018-05-16,validThrough:2018-07-15,employmentType:OTHER,hiringOrganization:{@type:Organization,name:AAA},jobLocation:{@type:Place,address:{@type:PostalAddress,addressCountry:US,addressLocality:Omaha,addressRegion:NE}}}

Company info

American Automobile Association (AAA)
Website :

Company Profile
AAA (the American Automobile Association, Inc.) is a federation of affiliated automobile clubs. Each AAA club is an independent, not-for-profit organization, chartered and incorporated in its own state and controlled by its own Board of Directors. In order to be affiliated with AAA, each club agrees to provide certain standard services to its own members, as well as members of other AAA clubs. The individual club owns the territory in which it resides, and membership is based on residence. Exact dues and services will vary slightly between clubs.

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