Fleet Supervisor - 2nd Shift
Core
Managing day-to-day operations of the AAA Fleet Office, supervising drivers and dispatch staff, and ensuring roadside assistance coverage for members.
Role type
Fleet Supervisor
Builds
Roadside assistance services and towing operations for AAA members
Domain
Automotive services / Roadside assistance
Deliverable
client delivery
Required skills
fleet operations management, driver supervision, dispatch coordination, customer service, conflict resolution, claims investigation, safety compliance, budget administration, performance management
Preferred skills
automotive or dispatch industry experience, leadership experience, towing certification, battery warranty training
Technologies
RA Call Receiving and Dispatching system
Responsibilities
Supervise assigned Club Fleet Associates and operations efficiently to ensure productivity measurements for revenue, sales and contractor expense savings; Achieve and maintain consistent high-quality performance in the investigation and resolution of member/Roadside Assistance Programs (RAP) customer concerns; 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 driver activities, provide coaching and training; maintain time records and staff schedules; 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; Handle difficult or escalated customer situations; 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; Ensure safety procedures are followed and appropriate safety standards are met; Oversee the accounts payable & receivable functions in accordance with company policies and business line guidelines; 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.
Seniority
Mid-level supervisor