AAA Fleet Supervisor

AAA Mid-Atlantic•Philadelphia, PA

9d•$53,848 - $75,593•Onsite

About The Position

AAA Club Alliance is seeking an experienced Fleet Supervisor to manage day-to-day fleet operations alongside the Fleet Manager and another Supervisor. The role provides leadership to fleet drivers, dispatch, and administrative staff, ensuring adequate staffing and achievement of performance and sales goals. The supervisor works directly with drivers and supports roadside assistance operations, serving AAA members and other customers. The position is based at the AAA Fleet Office at 7777 Brewster Avenue, Philadelphia, Pennsylvania. It is a first-shift role requiring availability for daytime hours, weekend days (Saturday and Sunday), and holidays. The supervisor oversees customer service and complaint resolution, employee performance and development, dispatch and facility performance, fleet vehicle maintenance, safety and regulatory compliance, accounts payable and receivable, work planning, resource utilization, and budget administration. The role may also involve responding to roadside service calls and providing emergency roadside assistance or towing.

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.
Must possess and maintain a valid state driver's license.
Must obtain satisfactory pre-employment and post-employment screening results, including criminal, drug, and motor vehicle screening.
Ability to operate passenger vehicles and trucks with automatic and manual transmissions.
Must attain and maintain all state and local licensing requirements.
Must be able to work first-shift daytime hours, Saturdays and Sundays, and holidays.

Responsibilities

Assist Roadside Assistance Club Fleet Management with effective operations at AAA Club Alliance locations and provide leadership to drivers, dispatch staff, and administrative staff.
Ensure staffing levels are appropriate and performance and sales goals are met or exceeded.
Investigate and resolve member and Roadside Assistance Programs customer concerns while maintaining AAA and company quality 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 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 driver activities; coach and train drivers; and maintain time records and staff schedules.
Coordinate with RA Dispatch and Training to align daily 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 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 accounts receivable in accordance with company policies and business-line guidelines.
Implement and assist in developing 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 and staffing or supply justifications, and monitor expenditures.
Respond to roadside assistance requests and provide emergency services or towing promptly, professionally, courteously, and safely.
May schedule or perform repairs, preventive and routine maintenance, and emergency or unscheduled maintenance.
Perform other duties as assigned.