Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community?

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Support the club mission through positive enforcement. Oversees the day-to-day activity of and provides professional and technical guidance to a team of all levels of Customer Service Representatives; ensures each customer and/or member interaction meets Five Diamond Service standards; supervises the team and assists in supervising all representatives to maximize cross-selling, account rounding and retention opportunities; provide mentoring and coaching through phone monitoring, quality control, and training needs; organizes schedules and workflow to maximize the effectiveness of customer service staff.

What you will do:

• Oversees the activities of customer service teams, implementing and monitoring all department guidelines and policies; plans, assigns, and supervises work; creates and organizes schedules to meet team and department workflow demands; participates in the hiring process and ensures adequate training of employees; appraises performance, recommends merit increases and ensure proper disciplinary action of employees.
• Motivate and encourage representatives through positive communication and feedback. Present (Employee Assistance Program) EAP if applicable.
• Works with Insurance companies and Club underwriters to handle disparate files in order to find acceptable solutions to problem policies; utilizes Five Diamond service standards to build professional relationships and to handle unique circumstances and client complaints; advises clients of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes exceptions to such policies, with the approval of the Customer Service Manager.
• Identifies training needs, focusing on knowledge of industry, sales ability and customer service skills; works with Training Specialists to develop effective training modules and practices; evaluates effectiveness of current training practices, and identifies areas for improvement; supports and monitors compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service; capitalizes on opportunities to develop professional and technical skills of staff.
• Implements quality and retention assurance programs of the department, focusing efforts of Customer Service Representatives on the delivery of customer service; monitors and tracks telephone queue performance, taking corrective action when required; conducts call monitoring and provides feedback; makes recommendations regarding procedural changes which may enhance the effectiveness of staff, or which may improve overall customer service delivery.
• Supervises staff to achieve specific measures including productivity, average speed of answer and telephone average handle time goals; ensures Reps have a solid understanding of such activity as account-rounding and renewal enhancement programs; tracks staff's activity to ensure sales goals are met; may design in-house incentive programs to recognize and award individual contribution.
• Assists the Manager, Insurance Customer Service in recommending and formulating changes in policy and procedures and in setting department and individual productivity goals; advises manager of any situation threatening the Agency's integrity or having the potential to develop into an Errors and Omissions claims.
• Keeps abreast of technical advancements and regulatory changes in the Insurance Industry; pursues additional training and credentialing.
• Interpret and ensure self and subordinate employees are in compliance with attendance, goals and performance. Assists in managing employee hiring process, develop or update job description, performance reviews and expectations. Research/investigate complaints or performance concerns; implement disciplinary action as needed in consultation with the Insurance Manager and Human Resources; accept resignations; initiate terminations; approve leave and overtime; monitor, review and complete time sheets. Awareness of budgetary constraints in approving overtime.
• Performs other job-related duties as required, according to department policies, procedures, and practices.

Education
Bachelor's Degree with 5 years' experience in the Insurance Industry Required

Experience

Supervisory experience is Preferred Customer service background Required

Licenses and Certifications

Valid P & C License Required Must presently hold, or work to acquire, a Professional Tier Insurance designation (ARM, SM, AIS, API, AIC, AU, LUTCF, AAI, AIAF, CIC) within three year time frame Required Must presently hold a Service Tier Insurance designation (ARC, CISR, ACSR) Required

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.