AAA Club Alliance · 23 hours ago
Supervisor, Roadside Assistance Club Fleet
Springfield, VA (Job Posting)
Full-time
Onsite
Senior Level
$59K/yr - $75K/yr
5+ years expAAA Club Alliance is seeking an ambitious individual to join their Roadside Assistance Team as a Fleet Supervisor in Springfield, VA. This role involves managing day-to-day operations at the Fleet Office, providing leadership to drivers and staff, and ensuring high-quality customer service and performance standards are met.
Consumer Services
Responsibilities
Assist Roadside Assistance (RA) Club Fleet Management with the effective operation of AAA Club Alliance location(s), providing leadership to the RA Club Fleet drivers, dispatch and administrative staff, ensure staffing levels, performance and sales goals are met or exceeded
Achieve and maintain consistent high-quality performance in the investigation and resolution of member/Roadside Assistance Programs (RAP) customer concerns, and to meet/exceed AAA Quality Standards and AAA Club Alliance standards
Deliver extraordinary customer service to AAA members, RAP customers, and other AAA customers
Utilize the RA Call Receiving and Dispatching system, monitor facility performance and service goals, and ensure both are met or exceeded
Supervise assigned Club Fleet Associates and operations efficiently to ensure that productivity measurements for revenue, sales and contractor expense savings off-sets expense bottom line of profit and loss statements
Participate in interviewing and selection process for team members; conduct employee counseling sessions and disciplinary sessions; participate and recommend action regarding all other associate issues
Write performance appraisals, conduct performance evaluations, and establish and monitor individual and team goals in conjunction with AAA Club Alliance’s strategic and business plans
Supervise driver activities, provide coaching and training; maintain time records and staff schedules
Coordinate with RA Dispatch and Training to ensure day to day business decisions are in line with division objectives
Ensure that vehicles assigned to fleet are maintained in safe operating condition and that operating systems function as designed by the manufacturer and that routine maintenance schedules are adhered to and maintained
Ensure that all Federal, State, Local, regulations and Company policies and department guidelines are adhered to
Handle difficult or escalated customer situations; respond promptly to customer needs; respond to requests for service and assistance; meet commitments and build/maintain positive work relationships with co-workers, other company associates and the public
Investigate and resolve claims including, but not limited to, service delays, operator demeanor, service charges, mechanical repairs and vehicle damage from AAA Members and customers, ensuring all such issues are handled promptly in accordance with corporate and AAA standards
Ensure safety procedures are followed and appropriate safety standards are met; maintain safe working conditions; order safety equipment as directed
In conjunction with the Fleet Manager and Corporate Risk Manager, investigate accidents and injuries; initiate preventative measures. Ensure all incidents are appropriately documented
Identify and recognize unsafe conditions or work practices and report accordingly
Oversee the accounts payable & receivable functions in accordance with company policies and business line guidelines
Implement and assist with the development of the Fleet Services work plan; assign work activities and projects; monitor work flows; review and evaluate work product, methods and procedures
Perform analyses to maintain and improve cost effective utilization of resources
Participate in budget preparation and administration; prepare cost estimates for budget recommendations; submit justifications for staffing, equipment, materials and supplies; monitor and control expenditures
Respond to Roadside Assistance service requests and provide emergency services and/or towing for AAA members and customers in a prompt, professional, courteous and safe manner
May schedule or perform repairs, preventive and routine maintenance and emergency/unscheduled maintenance tasks
Other duties as assigned
Qualification
Required
Associate degree with major course work in business, organizational management or related field or equivalent
5+ years' work experience in an automotive or dispatch environment or 5 years of experience in a fast paced, high volume customer service or sales role or the combination of automotive/mechanical and customer service/sales experience
1+ years' leadership or supervisory experience
Satisfactory completion of 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 in accordance with timelines established by AAA Club Alliance and AAA National Quality Standard 2
Must possess and maintain a valid State Driver's License
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
Excellent oral, written and presentation communication skills to enable accurate completion of assignments and effective interaction with others
Ability to function in a fast paced environment and have strong organizational skills
Proficient in the use of Microsoft Office and business line technologies including MS Word, Excel, & Roadside Assistance call receiving and dispatching systems
Ability to lead a team
Ability to define problems, collect data, establish facts, and draw valid conclusions
Ability to adjust work schedule and priorities to meet business needs
Benefits
Monthly bonus potential based on team performance
Over 3 weeks of Paid Time off (PTO)
8 Paid Holidays
401(k) plan with company match (first 4% matched at 125%)
Medical, Dental, Vision and Prescription Coverage
Health Savings Account, Flexible Spending Accounts, and Dependent Care Flexible Spending Accounts
FREE Life Insurance
FREE AAA Membership
Tuition Reimbursement up to $5,250 a year
Paid Training
Uniforms, boots, and basic tools provided at no cost to you
Travel, merchandise and auto repair discounts
Health Advocate and Legal Assistance
Up to 2 weeks Paid parental leave
2+ weeks of PTO within your first year
Paid company holidays
Company provided volunteer opportunities + 1 volunteer day per year
Continual learning reimbursement up to $5,250 per year
Company
AAA Club Alliance
For more than 100 years, we’ve been helping people get to where they’re going.
Founded in 1900Wilmington, Delaware, US
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Wiedemann
President & CEO
Cathy Ovchar
EVP and CFO
Company data provided by crunchbase