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Member Contact Center Supervisor
AAA Mid-Atlantic Inc
Trenton, NJ, United States
Job Details - this job has expired, please see similar jobs below
Do you have…
• A commitment to providing exceptional service?
• Professional expertise and a passion for what you do?
• A high level of integrity?
• An ability to work independently and collaboratively as a team member?
• Creative thinking and problem-solving skills?
• Dedication to developing your own skills and knowledge?
Our most successful associates demonstrate these qualities every day.
The primary duties of the Member Contact Center Supervisor are:
• Monitor, mentor, and support the Contact Center staff in all aspects of daily operations. Ensure that the Contact center meets or exceeds established sales, service and member satisfaction goals.
• Identifies training and development needs among the staff and works with the Department Manager and trainer to ensure those needs are addressed. Coaches and provides regular feedback that is instrumental in developing the Contact Center Associates’ customer, sales, service and phone skills as well as meeting department and company goals. Monitors the staff for efficient use of resources. Adjusts staff breaks as required.
• Monitors and interprets call volume and staffing reports to ensure prompt service and avoid delays in the answering of member calls and response to other member contacts. Discusses with and updates the department Manager regarding operational issues to ensure consistent application of company policies and procedures .
• Works with the Department Manager to ensure effective and efficient communication and implementation of service procedures to provide rapid, professional service to members. Ensures membership applications as well as other sales and service requests are properly recorded for processing. Ensures prompt Member First resolution to meet\exceed member expectations and organizational business goals.
Minimum Qualifications:
• High School Diploma or equivalent.
• Four to six years of high volume customer service experience involving exposure to supervisory tasks, or an equivalent combination of education and experience.
• A strong background in customer sales preferred. Appropriate licensing for sales and service as required.
• Effective working knowledge of Windows-based computer applications. Ability to work extended hour schedule and as necessitated by business/weather conditions.
What AAA provides you:
• A Competitive Salary of $23.00 to $25.00 depending on experience
• Monthly Incentive Plan based off of your individual performance
• Comprehensive benefit package including up to 3 weeks of Paid Time Off accrued during the first year
• Volunteer Time Off
• Community Involvement
• Tuition Reimbursement
• Free AAA Premier Membership
• Career Development
• 401(k) plan with a company match
• Medical, Dental, Prescription, and Vision Coverage
Schedule:
• Most likely mid or second shift
• Weekend availability a must
AAA’s Shared Values:
Teamwork
• Collaborate to deliver exceptional value
• Foster cooperation, have fun, and encourage and reward achievements.
Respect
• Treat everyone as they wish to be treated
• Value diversity by listening to and embracing all viewpoints
Integrity
• Make ethical decisions and do what you say you’re going to do
• Serve as a AAA brand ambassador
Quality
• Strive to do it right the first time- every time
• Take pride in your work and know quality is not an act; it’s a habit
Applicants have rights under Federal Employment Laws:
The Equal Employment Opportunity (EEO)
The Employee Polygraph Protection Act (EPPA)
The Family and Medical Leave Act (FMLA)