The Automobile Club of Missouri has a day shift supervisory position open.  This Emergency Roadside Service position requires a mastery of all Emergency Roadside Service (ERS) operations.  A Shift Supervisor works to ensure the department's conformance to the Club's quality standards, implements and maintains operational procedures, reports performance and initiates operational improvements.  A Shift Supervisor is responsible for ensuring a consistently high level of productivity in all areas, the efficient reception and organized distribution of telephone calls and travel and emergency service requests, the quality of customer service and the development of personnel through proper monitoring, coaching, training, performance review, discipline and motivation.  A Shift Supervisor works closely with a Shift Manager and other Shift Supervisors and is required to assume many managerial obligations as necessary.

Qualifications

    

Applicants must meet or be proficient in the following areas:

• Ability to train, counsel and mentor employees to meet or exceed service quality standards
• Excellent analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.  This includes excellent grammar and vocabulary.
• Available to work weekends and holidays.
• Proficient in Windows based applications to include Microsoft Word and Microsoft Excel.
• Familiarization with Verint Call Recording Systems.
• Familiarization with Genesis Workforce Management Systems.
• Ability to effectively implement new policies and procedures.
• Must be able to multitask effectively.
• Good geographical knowledge and can utilize IRAS and/or PC based map programs.
• Basic automotive knowledge or ability to learn automotive concepts (i.e. automotive trouble shooting and/or problem solving to help get our members back on the road).
• Ability to display and promote a professional attitude and demeanor at all times.
• Ability to respond to a member's emotional state (e.g., calming down someone who is angry, providing reassurance to someone who is fearful, etc.)
• Three or more years of years of prior supervisory experience preferred, with an emphasis on customer service.
• 12 - 24 months experience as a Senior Member Specialist or equivalent.
• 12 - 24 months experience as a Service Counselor Mentor and/or Dispatch Mentor preferred.
• Dispatch training background helpful.

 

Benefits include: a full benefits package including, medical, dental, vision, paid vacation/sick, and 401(k). All offers of employment are conditional pending a favorable drug test result and background check.

Apply on line at AAA.com.

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Equal opportunity employer (EOE)

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