AAA Fleet Supervisor

AAA Club Alliance•Springfield, VA

8d•Onsite

About The Position

The Roadside Assistance Club Fleet Supervisor manages day-to-day fleet operations in coordination with the Fleet Manager and other supervisors, leading drivers, dispatch, and administrative staff. The role is based at the AAA Springfield Fleet Office and involves working directly with drivers to ensure members and other customers receive prompt, professional roadside assistance. The supervisor oversees staffing, performance, sales, customer concerns, vehicle condition, safety, compliance, and fleet financial and administrative operations. The position requires first-shift daytime availability and work on Saturdays, Sundays, and holidays. The supervisor may also respond to roadside assistance requests and provide emergency services or towing.

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 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, weekends (Saturday and Sunday), and holidays.

Responsibilities

Assist Roadside Assistance Club Fleet Management with effective operations at assigned locations and provide leadership to drivers, dispatch, and administrative staff.
Ensure staffing levels, performance, and sales goals are met or exceeded.
Investigate and resolve member and customer concerns while meeting AAA and AAA Club Alliance quality standards.
Provide extraordinary customer service to AAA members, Roadside Assistance Programs customers, and other customers.
Use the call receiving and dispatching system, monitor facility performance, and ensure service goals are met or exceeded.
Supervise associates and operations to support productivity, revenue, sales, contractor-expense savings, and profit-and-loss performance.
Participate in interviewing and selecting team members; conduct counseling and disciplinary sessions; and participate in or recommend action on other associate issues.
Write performance appraisals, conduct evaluations, and establish and monitor individual and team goals aligned with business plans.
Supervise, coach, and train drivers; 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, operational, and maintained according to manufacturer specifications and 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 maintain positive working relationships.
Investigate and promptly 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.
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 Fleet Services work plans; assign projects and activities; 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 and staffing, equipment, materials, and supply justifications; monitor and control expenditures.
Respond to roadside assistance service 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 tasks as needed.
Perform other duties as assigned.