It's a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type:
Full time
Exempt/Non Exempt:
Salary
Job Description:
Primary Duties and Responsibilities
Lead personnel engaged in the sale of ACG insurance products in a call center environment. Monitor staff sales production and make recommendations to improve results. Ensure adherence to corporate sales and underwriting guidelines. Schedule work hours and assigns job duties. Counsel and develop staff with respect to training and career advancement opportunities. Ensure availability of updated information regarding corporate products, including available discounts. Monitor calls and work product to evaluate individual and overall team performance. Monitor sales, ready-to-serve time and other appropriate statistics to ensure delivery of quality service and modify staff workloads as appropriate. Evaluate individual and overall team performance and provide constructive feedback.
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Maintain call center expertise as needed to ensure resolution of problems and complaints. Manage department resources and developing expense and staffing budget projections. Ensure adherence to cash management, process workflow and quality control procedures. Manage and coordinate administrative support activities. Research, analyze and recommend process improvements and revisions to policies and procedures to enhance business operations.
Provide customer service as necessary during peak call periods.
Supervisory Responsibilities:
Leads sales staff in virtual work environment. Participates in the department process related to the selection, hiring, training and development, coaching and counseling of assigned staff.
How we reward our employees:
In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages:
- Salary starting between $65,728.00 - $102,252.80
- Overtime earning potential at time and a half the hourly wage
- Fully paid training
- Medical, dental, and vision benefits
- 401k with employer match
- Paid parental leave and adoption assistance
- Paid Time Off (PTO), company-paid holidays, CEO days, and floating holidays
- Paid volunteer day annually
- Tuition assistance program, professional certification reimbursement program, and other professional development opportunities
- AAA Membership
- Discounts, perks, rewards, and much more
Required Qualifications
Education:
- College level coursework in Business Administration, Marketing, Communications or a related field or equivalent work experience
- Completion of company Leadership Training Program within one year
- Attain (within 6 months) and maintain state insurance sales licenses as appropriate
- May be required to attain and maintain state membership licenses as appropriate by department
Experience in/with:
- Mentoring, coaching and developing new employees in the techniques used for successful servicing/selling to members/customers
- Working in a P&C insurance customer service environment
- Working under pressure
- Providing direct customer service in a call center environment
- Operating a personal computer
- Navigating through a PC Windows environment, including accessing information from multiple applications
- Demonstrating sound decision making
- Organizing and multi-tasking in a fast-paced environment
Knowledge and Skills:
Knowledge of:
- Team building and motivational techniques
- Customer service skills
- Moderate to advanced knowledge of insurance products and industry
- Quality service techniques and coaching
Supervisory ability to include:
- Staffing
- Leadership
- Scheduling and planning
- Budgeting
- Team building
- Decision making
- Managing employee performance
Ability to:
- Complete Customer Care training and certification courses
- Maintain appropriate credentials as needed
- Learn government regulations pertaining to area of business
- Support and reconcile cash drawers (PPS)
- Complete appropriate training relative to all company products and services
- Supervise the work of others in a fast-paced environment
- Communicate effectively with others in a work environment and with the public
- Resolve complex issues
- Prepare and conduct presentations for all levels of staff and management
- Maintain accurate records
- Present complex information in a clear, concise manner
- Manage employee development to achieve and sustain desired results
- Effectively manage conflict
Preferred Qualifications
Education:
- Bachelor's degree in Business Administration, Marketing, Communications or a related field
- Possession of property/casualty insurance sales license
Experience in/with:
- Selling goods or services
- Investigation and resolution of sales related problems
- Direct sales
- The sales and/or service of company products
- A supervisory capacity within a Customer/Call Center environment
- Improving bottom line quality efficiency and customer service results via individual coaching & development plans
- Interviewing & hiring candidates
- Researching and resolving complex service-related problems
- Creating a high-performance work environment
Knowledge of:
- Company products and services
- Call center systems and metrics
- Workforce management practices and procedures
Ability to:
- Coordinate agent licensing activities
- Coordinate departmental training functions
- Demonstrate strong organization, planning, time management and administrative skills through recent professional and/or management experience in sales, product management, customer service, or business administration.
Work Environment
This is a hybrid work arrangement (time spent in office and remote). Depending on the employee's role and leadership's assessment, some employees will come in to an ACG facility on a weekly basis, a monthly basis, or on an "as needed" basis for key meetings and collaborative activities. Most employees will be required to come into the office, at a minimum, for important departmental meetings or teambuilding events.
Who We Are
Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance.
And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other.
We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.
To learn more about AAA The Auto Club Group visit www.aaa.com
Important Note:
ACG's Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.
The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all its affiliated companies, is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
Regular and reliable attendance is essential for the function of this job.
AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.