AAA Fleet Supervisor

The AAA Philadelphia Fleet is seeking an experienced Fleet Supervisor for 1st Shift. This individual will be responsible for managing day-to-day operations alongside the Fleet Manager and other Supervisor at our Fleet Office and working directly with drivers to ensure members are covered. We're looking for a team-oriented individual with strong customer service and coaching experience.

Schedule

1st shift; must be able to work day hours, weekend days (Saturday and Sunday), and holidays.

Location

7777 Brewster Avenue, Philadelphia, PA 19153

Qualifications

• Associate degree with major coursework in business, organizational management, or related field, or equivalent experience
• 5+ years' work experience in an automotive or dispatch environment, OR 5 years in a fast-paced, high-volume customer service or sales role, OR a combination of automotive/mechanical and customer service/sales experience
• 1+ years' leadership or supervisory experience
• Satisfactory completion of a nationally recognized towing certification program (e.g., International Institute of Towing and Recovery) and Battery, Battery Warranty, Battery Sales, and On-the-Go training classes per AAA Club Alliance and AAA National Quality Standard 2 timelines
• Valid State Driver's License
• Satisfactory pre- and post-employment screening results, including criminal, drug, and motor vehicle screening
• Ability to operate passenger vehicles and trucks with automatic and manual transmissions
• Must attain and maintain all state and local licensing requirements

Responsibilities

• Assist Roadside Assistance (RA) Club Fleet Management with effective operation of AAA Club Alliance location(s), providing leadership to RA Club Fleet drivers, dispatch, and administrative staff; ensure staffing levels, performance, and sales goals are met or exceeded
• Achieve and maintain consistent high-quality performance in investigation and resolution of member/Roadside Assistance Programs (RAP) customer concerns; meet/exceed AAA Quality Standards and AAA Club Alliance standards
• 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 assigned Club Fleet Associates and operations efficiently to ensure productivity measurements for revenue, sales, and contractor expense savings offset expense bottom line of profit and loss statements
• Participate in interviewing and selection process for team members; conduct employee counseling and disciplinary sessions; participate and recommend action regarding all other associate issues
• Write performance appraisals, conduct performance evaluations, and establish and monitor individual and team goals in conjunction with AAA Club Alliance's strategic and business plans
• Supervise driver activities, provide coaching and training; maintain time records and staff schedules
• Coordinate with RA Dispatch and Training to ensure day-to-day business decisions align with division objectives
• Ensure vehicles assigned to fleet are maintained in safe operating condition, operating systems function as designed by the manufacturer, and routine maintenance schedules are adhered to
• Ensure all Federal, State, Local regulations and Company policies and department guidelines are followed
• Handle difficult or escalated customer situations; respond promptly to customer needs; respond to requests for service and assistance; meet commitments and build/maintain positive work relationships
• Investigate and resolve claims including service delays, operator demeanor, service charges, mechanical repairs, and vehicle damage from AAA Members and customers, ensuring all issues are handled promptly per corporate and AAA standards
• Ensure safety procedures are followed and appropriate safety standards are met; maintain safe working conditions; order safety equipment as directed
• In conjunction with the Fleet Manager and Corporate Risk Manager, investigate accidents and injuries; initiate preventative measures; ensure all incidents are appropriately documented
• Identify and recognize unsafe conditions or work practices and report accordingly
• Oversee accounts payable and receivable functions per company policies and business line guidelines
• Implement and assist with development of the Fleet Services work plan; assign work activities and projects; monitor work flows; review and evaluate work product, methods, and procedures
• Perform analyses to maintain and improve cost-effective utilization of resources
• Participate in budget preparation and administration; prepare cost estimates for budget recommendations; submit justifications for staffing, equipment, materials, and supplies; monitor and control expenditures
• 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
• May schedule or perform repairs, preventive and routine maintenance, and emergency/unscheduled maintenance tasks
• Other duties as assigned

Pay

Starting base compensation: $53,848 to $75,593 annually. Actual pay adjusted based on experience, geographic location, and other job-related factors as permitted by law. Monthly bonus potential based on team performance.

Benefits

• Paid Time Off (2+ weeks within first year)
• 8 Paid Holidays
• 401(k) plan with company match up to 7%
• Medical, Dental, and Vision coverage
• Free AAA Membership (choice of Classic, Plus, or Premium)
• Tuition Reimbursement / Continual learning reimbursement up to $5,250 per year
• Up to 2 weeks Paid parental leave
• Company-provided volunteer opportunities + 1 volunteer day per year