AAA Fleet Supervisor

AAA Club Alliance•Philadelphia, PA

1d•Onsite

About The Position

The AAA Philadelphia Fleet is seeking an experienced Fleet Supervisor for first-shift operations at its Philadelphia fleet office. The supervisor manages day-to-day operations alongside the Fleet Manager and another supervisor, and works directly with drivers to ensure members receive roadside assistance. The role leads fleet drivers, dispatch and administrative staff, oversees service and performance goals, and supports effective staffing and operations. The position requires availability for daytime hours, Saturday and Sunday work, and holidays. The Fleet Supervisor oversees team performance, customer concerns, fleet vehicles, safety, compliance, financial and administrative functions, and work plans. The role also responds to roadside assistance requests and may provide emergency service or towing, and may schedule or perform vehicle repairs and maintenance. The listed fleet address is 7777 Brewster Avenue, Philadelphia, PA 19153.

Requirements

Associate degree with major coursework in business, organizational management, or a related field, or equivalent.
At least 5 years of work experience in an automotive or dispatch environment, or 5 years in a fast-paced, high-volume customer service or sales role, or a combination of automotive/mechanical and customer service/sales experience.
At least 1 year of leadership or supervisory experience.
Satisfactory completion of a nationally recognized towing certification program, such as the International Institute of Towing and Recovery (IITR), and Battery, Battery Warranty, Battery Sales, and On-the-Go training classes within timelines established by AAA Club Alliance and AAA National Quality Standard 2.
Valid state driver's license, which must be maintained.
Satisfactory pre- and post-employment screening results, including criminal, drug, and motor vehicle screening.
Ability to operate passenger vehicles and trucks with automatic and manual transmissions.
Attain and maintain all state and local licensing requirements.
Availability to work daytime first-shift hours, weekend days (Saturday and Sunday), and holidays.

Responsibilities

Assist Roadside Assistance Club Fleet Management with effective operation of AAA Club Alliance locations and provide leadership to fleet drivers, dispatch, and administrative staff.
Ensure staffing levels are adequate and performance and sales goals are met or exceeded.
Investigate and resolve member and Roadside Assistance Programs customer concerns while meeting AAA quality and company standards.
Deliver customer service to AAA members, RAP customers, and other customers.
Use the call receiving and dispatching system and monitor facility performance and service goals.
Supervise fleet associates and operations to meet productivity, revenue, sales, and contractor-expense savings goals.
Participate in interviewing and selecting team members; conduct counseling and disciplinary sessions; and recommend actions regarding associate issues.
Write performance appraisals, conduct evaluations, and establish and monitor individual and team goals.
Supervise drivers, provide coaching and training, and maintain time records and staff schedules.
Coordinate with Roadside Assistance Dispatch and Training to align daily business decisions with division objectives.
Ensure assigned fleet vehicles are safe, operating as designed, and maintained according to routine schedules.
Ensure compliance with federal, state, and local regulations, company policies, and department guidelines.
Handle difficult or escalated customer situations and maintain positive working relationships with coworkers, company associates, and the public.
Investigate and promptly resolve claims involving service delays, operator demeanor, service charges, mechanical repairs, and vehicle damage.
Ensure safety procedures and standards are followed, maintain safe working conditions, and order safety equipment as directed.
Investigate accidents and injuries with the Fleet Manager and Corporate Risk Manager, initiate preventative measures, document incidents, and report unsafe conditions or practices.
Oversee accounts payable and receivable in accordance with company policies and business-line guidelines.
Implement and help develop the Fleet Services work plan; assign work and projects; monitor workflows; and review work products, methods, and procedures.
Analyze and improve cost-effective use of resources.
Participate in budget preparation and administration, prepare cost estimates, justify staffing and resource needs, and monitor expenditures.
Respond to roadside assistance requests and provide prompt, professional, courteous, and safe emergency services or towing.
Schedule or perform repairs, preventive and routine maintenance, and emergency or unscheduled maintenance as needed.
Perform other duties as assigned.