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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.
Works in a temperature controlled office environment.
Willingness to work irregular hours to include various shifts, weekends and/or holidays
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.
|Date Posted||May 16, 2018|
|Date Closes||July 15, 2018|
|Located In||Omaha, NE|
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