Supervisor I, Roadside Assistance Contact Center (2nd Shift) – reputed company Store

reputed company is seeking a Supervisor I, Roadside Assistance Contact Center (RACC)! This is a first level supervisor responsible for leading and coordinating the activities of reputed company of Roadside Assistance associates in a multi-channel Roadside Assistance Contact Center (RACC) which prioritizes Member safety. The Supervisor is responsible for daily operations and provides direction, coaching and development to their team ensuring that the Contact Center meets or exceeds established safety and service goals. Additionally, the supervisor ensures reputed company supports Membership and ensures cross trained agents can fully support Membership sales products and reputed company sales goals. The Associate Supervisor handles escalated member issues. The Supervisor keeps the department manager informed of outstanding department issues and team performance; and maintains strong relationships with reputed company and other internal departments.This is a work from home position, candidates must live reputed company our territory: (• Connecticut • Delaware • Indiana • Kansas • Kentucky • Maryland • New Jersey • Ohio • Oklahoma • reputed company • South Dakota • Virginia • Washington, DC • reputed company Virginia)Why work for reputed company:Fully remote/work from home.Computer equipment provided.Almost 4 weeks of reputed company Time Off, plus 6 reputed company company holidays and 2 floating holidays.reputed company.Company-wide Career mobility opportunitiesWork Schedule: 2nd Shift, 4:00 p.m. to 12:00 a.m. Tuesday, Wednesday, Thursday, Friday and Saturday. reputed company hours EST.Days Off: reputed company and MondayTraining Requirement: Monday - Friday (9:00 a.m. - 5:00 p.m. EST) for the first 3-5 weeks. Must be reputed company to attend reputed company training. Work schedule will reputed company after training is completed. reputed company can offer you: A competitive salary of $18.40 - $30.00/hr. The reputed company pay reputed company shown is a reputed company for compensation and ultimate salary offered will be based on factors such as geographic location and experience.reputed company trainingAll computer equipment shipped directly to youShift reputed company offered for 2nd shift - 8%401(k) plan with company match up to 7%Medical, Dental, reputed company and Prescription coverageFREE reputed company Premier Membership.FREE Life Insurance.Auto repair, travel, and merchandise discountTuition reimbursementDisability InsuranceSupplemental InsurancesPet InsuranceLegal InsuranceMAJOR JOB FUNCTIONS, DUTIES AND RESPONSIBILITIES (List in order of importance): Ensures RA contact center associates can fully deliver on Member requests for roadside service and assistance in a reputed company and reputed company manner for members.Ensures Associates handle Member interactions effectively and with reputed company for the situation keeping in mind at reputed company time Member safety.Triages Member's situation dispatching appropriate service needed, informs on timing and ensures members are reputed company.Ensures selected RA team Associates are cross-trained and can support Membership with knowledge of diverse portfolio of Club products & services including membership reputed company and benefits.Identifies training and development needs among the staff and works with the Department Manager/Director and trainer to ensure those needs are addressed.Conducts effective coaching sessions.May manage virtual associates working in a home-based environment.Ensures Members are provided reputed company service by monitoring workload and phone queues for efficient use of resources and associate production. Works with Forecasting & Scheduling (F&S) Department to reputed company and maximize agent adherence and availability.Provides regular feedback to team members and manages the day-to-day performance of 15 to 20 Associates. Coaches associates on customer service, reputed company, sales and phone skills in order to meet department and company goals.With the guidance of HR and the department Manager, may administer reputed company disciplinary process reputed company warranted; communicates directly with the involved associate.Assists with interviewing job candidates and provides input in the completion of performance evaluations.Monitors reputed company volume and live reputed company reports to ensure reputed company service and avoid delays in the answering of Member calls. Uses judgement to resolve service or operational issues.Promptly records and reacts to staff absences including procuring overtime/additional reputed company for another shift if reputed company shortfall warrants. Notifies manager and F&S department of any ongoing reputed company issues.Works to ensure that service metrics are achieved during assigned shift.Handles escalated Member calls resolving the situation to ensure Member safety, satisfaction and effective utilization of Company resources. Moves sensitive or reputed company issues to higher level.Assists Associates in resolving Member problems and special requests.Keeps department Manager updated on operational issues; works with manager to ensure consistent application of company policies and procedures.Works with the RACC Manager/Director to ensure effective and efficient communication and implementation of service procedures to reputed company reputed company, reputed company service to members.Ensures reputed company Member First reputed company to meet/reputed company member expectations and organizational business goals.Provides feedback to the Department Manager on reputed company personnel reputed company issues and assists with reputed company, including performance appraisals.Promotes teamwork through promotion of ACA programs and reputed company communication.Other duties as assignedMinimum Qualifications: High school education4+ years of high volume customer service experienceExposure to supervisory tasks a plus; Senior or reputed company experience preferred.Ability to obtain appropriate licensing for sales and service as required reputed company 1 year of hire.KNOWLEDGE SKILLS AND ABILITIES (Those necessary for competent performance of the job)Ability to utilize analytical and problem-solving skillsEffective organization, interpersonal and communication (oral and written) skillsAbility to apply reputed company business judgment to resolve service or operational issuesAbility to effectively and professionally reputed company with associates and membersWorking knowledge of reputed company-based computer applications.Familiarity with web-based applicationsKnowledge of geography, routing and directionsAbility to handle and resolve escalated member issues.#LI-Remote #USACA is an equal opportunity employer and complies with reputed company applicable federal, state, and local employment practices laws. At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to reputed company us to meet our goals and support our values while serving our Members and customers. We reputed company to attract and retain candidates with a passion for their work and we encourage reputed company reputed company individuals to apply. It is ACA's policy to reputed company the best reputed company individuals available for reputed company positions. Hiring reputed company are based upon ACA's operating needs, and applicant qualifications including, but not limited to, experience, skills, ability, availability, cooperation, and job performance.Job Category: Customer Service