AAA Fleet Supervisor, Roadside Assistance - Newington

AAA Mid-Atlantic•Newington, CT

8d•$58,975 - $82,792

About The Position

The Roadside Assistance Club Fleet Supervisor manages day-to-day operations at the AAA fleet office and works with drivers and other supervisors to ensure members receive roadside assistance. The role provides leadership to fleet drivers, dispatch, and administrative staff; supports staffing and service goals; and promotes high-quality member service. The supervisor works 9 a.m. to 7 p.m. on Monday, Thursday, Friday, and Saturday, with Tuesday, Wednesday, and Sunday off. The supervisor oversees personnel, dispatch operations, fleet vehicles, safety, customer concerns, claims, accounts payable and receivable, budgets, and resource use. The position also responds to roadside assistance requests and may perform or schedule vehicle maintenance and repairs.

Requirements

Associate degree with major coursework in business, organizational management, or a related field, or equivalent.
At least 5 years of experience in an automotive or dispatch environment, or at least 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 IITR, and Battery, Battery Warranty, Battery Sales, and On-the-Go training classes within established timelines.
Valid state driver's license that is maintained.
Satisfactory pre- and post-employment criminal, drug, and motor vehicle screening results.
Ability to operate passenger vehicles and trucks with automatic and manual transmissions.
Attain and maintain all state and local licensing requirements.

Responsibilities

Assist Roadside Assistance Club Fleet Management with effective operations at AAA Club Alliance locations and lead fleet drivers, dispatch, and administrative staff.
Ensure staffing levels, performance, and sales goals are met or exceeded.
Investigate and resolve member and customer concerns in accordance with AAA Quality Standards and AAA Club Alliance standards.
Deliver customer service to AAA members, RAP customers, and other AAA customers.
Use the RA Call Receiving and Dispatching system, monitor facility performance and service goals, and ensure goals are met or exceeded.
Supervise Club Fleet Associates and operations to support productivity, revenue, sales, contractor expense savings, and profitability.
Participate in interviewing and selection; 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 driver activities, coach and train staff, maintain time records, and prepare staff schedules.
Coordinate with RA Dispatch and Training to align day-to-day decisions with division objectives.
Ensure fleet vehicles are safe, operating as designed, and maintained according to routine maintenance schedules.
Ensure compliance with federal, state, and local regulations, company policies, and department guidelines.
Handle difficult or escalated customer situations, address service requests, meet commitments, and maintain positive work relationships.
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 preventive measures, and ensure incidents are documented.
Identify and report unsafe conditions or work 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 and monitor work, and review work products, methods, and procedures.
Analyze and improve cost-effective resource utilization.
Participate in budget preparation and administration, prepare cost estimates and staffing or materials justifications, and monitor expenditures.
Respond to roadside assistance requests and provide emergency services and/or towing promptly, professionally, courteously, and safely.
Schedule or perform repairs, preventive and routine maintenance, and emergency or unscheduled maintenance as needed.