Regional Service Center Manager

AAA Hoosier Motor Club•Indianapolis, IN

About The Position

Since its creation in 1902, AAA has become one of North America’s largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit www.hoosier.aaa.com. Here's What is in it for YOU: A company culture that provides training and learning opportunities. A brand that you can be proud to be part of. A culture that will challenge you to be your best. Health / Dental / Vision benefits. Corporate Incentive Plan (CIP) Paid Time Off. Paid Holidays. Company provided LTD & Life Insurance. Service Anniversary Recognition. Free AAA Plus Membership. Generous 401k w/ company match. Company provided HSA dollars. Position Summary: Responsible for more than one Service Center. Lead more than one team of Auto Travel Counselors, Travel Agents, and Insurance Agents focusing on excellence in customer service while operating within budget as outlined by upper management and simultaneously using every opportunity provided to draw traffic into the Service Center. Provide leadership and support; is accountable for the associates overall performance as measured by several production and quality indicators; serves as liaison between upper management and team members. Generates revenue for the club through the use of innovative ideas, programs, initiative and enthusiasm to reach or exceed goals while maintaining accountability for negotiable and non-negotiable items and funds.

Requirements

Education: Bachelor's Degree preferred.
Experience: 3 years related Travel Industry experience or or Tourism-Hospitality experience preferred and/or combination of education and experience.

Responsibilities

Screen applications, interview, hire, assign work, maintain payroll, maintain time off, leaves of absence, attendance, overtime, performance reviews, create action plans, reward and discipline as necessary.
Address concerns and resolve conflict.
Manage combined staff of employees.
Plan, assign and direct tasks.
Set goals and monitor progress.
Develop staff for future advancement within Club or holding company.
Play an active role in the budgeting of staff and equipment through communication with Director of Service Center and Travel Agency Operations.
Create an atmosphere of teamwork and recognize unique talents of each employee.
Encourage employee growth by delegating new and/or challenging tasks and responsibilities as appropriate.
Coordinates required training as necessary in all departments.
Facilitates new programs from Hoosier Motor Club and/or AAA National.
Train all employees and provide ongoing support.
Coach employees to improve selling and customer service skills through positive reinforcement to achieve financial goals.
Ensure employees take every opportunity to seek out and/or capture new sales through outbound calls and contact management software.
Manage staff levels, identify and implement methods to improve productivity.
Work in the capacity of an auto travel counselor during staffing shortages.
Conduct monthly staff meetings and spontaneous department meetings when necessary.
Maintain/Improve quality standard scores as compiled by AAA National.
Develop and implement marketing ideas.
Play an active role in all phases of planning for the Service Center and company in general through meetings, conference calls, and brainstorming activities.
Prepare reports as requested by management.
Maintain service center financial controls by performing weekly/monthly audit tasks defined by policy to ensure company assets are safeguarded including reconciling petty cash, inventory items, travel money items, and cash drawers.
Ensure departments are in compliance with all accounting policies regarding end- of-day, month-end, and year-end as well as AML, PCI, and Travel Agency policies.
Resolve member relations issues.
Resolve problems of equipment and/or programs; Contact MIS.
Address building maintenance and/or tenant issues including day-to-day upkeep of building and property, furniture, kitchen and restrooms.
Travel between assigned offices as needed other than regular daily commute.
Travel to off-site marketing events and local businesses to promote AAA.
Maintains relationships with outside maintenance-related vendors; report issues and follow-up; Approves vendor billing statements and forwards to Accounting department.
Show Your Card and Save partner acquisition, retention and relationship building
Perform car seat safety inspections at service center and assist with HMC car seat clinics throughout the year.
Participate in non-AAA community events to promote HMC; attend chamber meetings and service organization meetings in both location areas to promote AAA as a good citizen of the community; take advantage of networking opportunities.
Serve on committees within HMC and/or holding company to develop procedural changes and/or policies; may include face-to-face meetings as well as conference calls.
Educate staff on emergency/disaster procedures as well as safety in the workplace.
Demonstrate integrity and honesty in all interactions with co-workers, employees, members, customers, vendors and other outside contacts.
Perform other duties as assigned.