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Bilingual Supervisor, ERS Call Center

AAA Omaha, NE

Job Description

Job Description

Expecting something more from AAA?  Click on the link below to learn more about this exciting opportunity:

The Auto Club Group (ACG) provides membership, travel, insurance and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America. 


Primary Duties and Responsibilities:

Supervises Bilingual ERS Customer Advocates on a daily basis to assist in providing quality service to members in all locations in accordance with Auto Club Group (ACG) goals, standards and objectives.  Manages service levels to ensure a high degree of operational efficiency.  Motivates, coaches and counsels personnel toward the attainment of call quality and customer service objectives.  Utilizes the CIC management model and associated tools to achieve objectives.  Monitors call and reports quality to evaluate individual and overall team performance and provides constructive feedback.  Resolves complaints from internal and external members (in Spanish and English) to ensure that a fair and positive outcome is reached.  Participates in the recruitment, screening and interviewing of bilingual job candidates. Ensures adherence to quality control procedures.  Assists management in developing expense and staffing budget projections for the CIC.  Communicates with contractors to resolve problems as necessary.  Assists in Spanish and English call receiving and dispatch functions during peak periods.

Work Environment:

Works in a temperature controlled office environment.

Willingness to work irregular hours to include various shifts, weekends and/or holidays


  • Bilingual in Spanish and English (must be fluent)
  • College level coursework within a related field of Business Administration, Marketing, or Communications. 
  • Ability to successfully complete the The Auto Club Group Leadership Training Program
  • Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.

  • Leadership, including sound decision making
  • Quality service techniques and coaching
  • Understanding workflow and technologies used
  • Organizing and planning
  • Mentoring new employees in the techniques used in successful servicing of members/customers
  • Creating goals and objectives for staff
  • Working under pressure
  • Customer service
  • Analyzing and resolving problems
  • Negotiating with contractors to obtain quality service for members
  • Handling customer escalations with regard to Emergency Road Service, Membership and Auto Travel issues
Knowledge and Skills:
  • Team building and motivational techniques
  • ACG policies and procedures as they relate to Emergency Road Service
  • Successfully complete Customer Care training and certification courses
  • 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
  • Read maps and use travel related tools (i.e. directional cues)
  • Prepare and conduct presentations for all levels of staff and management
  • Learn government regulations pertaining to area of business
  • Maintain accurate records  
  • Maintain appropriate credentials as needed


The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership and much more!

The Auto Club Group, and all of 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.




Job Details

Date Posted May 16, 2018
Date Closes July 15, 2018
Requisition 180000R2
Located In Omaha, NE
SOC Category 00-0000.00