AAA Fleet Supervisor, Roadside Assistance - Newington

AAA Club Alliance•Newington, CT

About The Position

The Roadside Assistance Club Fleet Supervisor manages day-to-day operations at the AAA Fleet Office and supports effective operations at assigned AAA Club Alliance locations. The supervisor leads fleet drivers, dispatch, and administrative staff; ensures appropriate staffing and that performance and sales goals are met or exceeded; and coordinates with Roadside Assistance Dispatch and Training to keep daily decisions aligned with division objectives. The role oversees customer service and the investigation and resolution of member and Roadside Assistance Programs customer concerns, while ensuring AAA quality and company standards. It also supervises fleet associates and operational productivity, contributes to hiring and employee management, and coaches and trains drivers. The supervisor maintains schedules and time records, monitors goals, and supports performance evaluations and appraisals. The position is responsible for vehicle safety and maintenance, regulatory and policy compliance, workplace safety, incident documentation, and accident and injury investigations in coordination with the Fleet Manager and Corporate Risk Manager. Additional duties include overseeing accounts payable and receivable, implementing and improving work plans and processes, analyzing resource use, and participating in budget preparation and expenditure monitoring. The supervisor may also respond to roadside assistance requests and provide emergency services or towing to members and customers. The stated schedule is 9 a.m.–7 p.m. Monday, Thursday, Friday, and Saturday, with Tuesday, Wednesday, and Sunday off.

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.
Must possess and maintain a valid state driver’s license.
Must obtain 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.
Must 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 provide leadership to fleet drivers, dispatch, and administrative staff.
Ensure staffing levels and performance and sales goals are met or exceeded.
Investigate and resolve member and Roadside Assistance Programs customer concerns in accordance with AAA quality and company standards.
Deliver customer service to AAA members, RAP customers, and other AAA customers.
Use the Roadside Assistance call receiving and dispatching system, monitor facility performance and service goals, and ensure goals are met or exceeded.
Supervise fleet associates and operations to support productivity, revenue, sales, contractor expense savings, and profit-and-loss goals.
Participate in interviewing and selecting team members; conduct counseling and disciplinary sessions; and recommend actions concerning 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 Roadside Assistance Dispatch and Training to align day-to-day business decisions with division objectives.
Ensure fleet vehicles are safe and properly maintained, their operating systems function as designed, and routine maintenance schedules are followed.
Ensure compliance with federal, state, and local regulations, company policies, and department guidelines.
Handle difficult or escalated customer situations and respond to customer needs and service requests promptly.
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 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 resource justifications, and monitor and control expenditures.
Respond to roadside assistance requests and provide emergency services and/or towing promptly, professionally, courteously, and safely.
May schedule or perform repairs, preventive and routine maintenance, and emergency or unscheduled maintenance.