AAA Fleet Supervisor

AAA Mid-Atlantic•Philadelphia, PA

2d•$53,848 - $75,593•Onsite

About The Position

The AAA Philadelphia Fleet is seeking an experienced Fleet Supervisor to manage day-to-day operations alongside the Fleet Manager and another Supervisor at the Fleet Office, while working directly with drivers to ensure members receive service. The position provides leadership to roadside assistance fleet drivers, dispatch, and administrative staff; supports staffing, performance, service, and sales goals; and helps ensure efficient and safe fleet operations. The role is based at 7777 Brewster Avenue, Philadelphia, PA 19153, and requires first-shift daytime hours, including weekend days (Saturday and Sunday) and holidays.

Requirements

Associate degree with major coursework in business, organizational management, or a related field, or equivalent.
Five or more years of work experience in an automotive or dispatch environment, or five or more 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 one 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 first-shift daytime hours, Saturdays and Sundays, and holidays.

Responsibilities

Assist Roadside Assistance Club Fleet Management with the effective operation of AAA Club Alliance locations and provide leadership to fleet drivers, dispatch, and administrative staff.
Ensure staffing levels, 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 extraordinary customer service to AAA members and other customers.
Use the Roadside Assistance call receiving and dispatching system; monitor facility performance and service goals.
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 on other associate issues.
Write performance appraisals, conduct evaluations, and establish and monitor individual and team goals.
Supervise driver activities, 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 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, respond to service requests, meet commitments, and build positive working relationships.
Investigate and resolve claims involving service delays, operator demeanor, service charges, mechanical repairs, or vehicle damage.
Ensure safety procedures and standards are followed, maintain safe working conditions, and order safety equipment as directed.
Work with the Fleet Manager and Corporate Risk Manager to investigate accidents and injuries, initiate preventative 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 Fleet Services work plans; assign projects and activities; monitor workflows; and review work product, methods, and procedures.
Analyze and improve cost-effective use of resources.
Participate in budget preparation and administration, prepare cost estimates and recommendations, justify staffing and resource needs, and monitor expenditures.
Respond to roadside assistance requests and provide emergency services or towing promptly, professionally, courteously, and safely.
Schedule or perform repairs, preventive and routine maintenance, and emergency or unscheduled maintenance as needed.
Perform other duties as assigned.