AAA is a strong and vibrant member service organization, providing automotive, travel, insurance, and financial products and services to millions of members for over 100 years. AAA's reputation and stability, along with new and exciting innovations, are a result of the career-minded, service-driven professionals on our team. AAA East Central is an affiliate of the national AAA network with offices across the U.S. We are united by a common mission and common values of excellent member service!
AAA East Central is looking for a Full-Time (37.5 hrs/wk) Member Services Supervisor at our Pittsburgh (East Liberty) office. Hours of operation in the Member Services Center are 8am-8pm Monday-Friday and 8am-5pm Saturdays. Compensation begins at $40,000 annually and is based upon experience. Merit increases and career advancement opportunities are added benefits of being a service-driven AAA employee.
Directly supervises the activities of all call center personnel, ensuring that service satisfaction levels and productivity standards are achieved and maintained by each individual through monitoring and coaching of Call Center personnel.
Plans, organizes, coordinates, schedules, assigns, disciplines and evaluates the work of staff. Advises, assists and trains personnel as necessary. Participates in the selection of new employees and makes recommendations regarding the hiring and termination of personnel.
Ensures effective communication of all procedural changes, goals, training and technical adjustments. Conducts departmental staff meetings and provides information updates to staff in a timely and professional manner.
Supervises and participates in the timely resolution of all member service complaints. Courteously contacts members to investigate and resolve all issues.
Monitors technical function of the MSC area. Interfaces with I/S Project Manager for troubleshooting, adapting and advancing technical features to ensure consistent delivery of services.
Recommends, implements and administers methods and procedures to improve processes, enhance operations and promote all local and National AAA initiatives.
Works evenings, holidays, and weekends as scheduled or required.
Post-secondary coursework or education preferred with at least 3 years of work experience in a call center environment.
Previous supervisory experience and demonstrated ability to supervise and train employees, to include organizing, prioritizing, and scheduling work assignments.
Working knowledge of computer operations, phone systems: Avaya preferred. Working knowledge of call center scheduling software.
Ability to analyze and solve problems.
Ability to multi-task and work in a fast-paced environment.
Strong interpersonal skills and the ability to work effectively with a wide range of customers, adapting style to meet business needs.
Ability to drive issues through to resolution; highly professional and business-like in communications and interactions with internal staff and external customers.
Demonstrated ability to communicate effectively, both orally and in writing.
Ability to make sound and effective administrative or procedural decisions and judgments.
Knowledge of geographic area and the ability to read maps.
Medical, dental and vision insurance
Life insurance and disability coverage
Paid vacations, holidays, sick days, personal days
401(k) plan with generous employer match
Free AAA Plus membership
Career opportunities across multiple business lines and multiple states
"Creating members for life by exceeding our members' expectations through valuable products and legendary service."
AAA is an Equal Opportunity Employer
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