Address
Form of workAAA Washington is looking for a call center manager to lead our team responsible for the coordination of emergency road service.
This is a hybrid role, working alongside other call center managers in our Bellevue office.
QUALITIES AAA WA IS LOOKING FOR:
• At least three years of management experience
• Experience working in a fast-paced customer service environment, 24/7 experience preferred
• Knowledge of call center technologies, practices, metrics
• Desire to create strong relationships with external contractors and internal team members
• Ability to manage multiple projects and deadlines simultaneously with attention to details
• Excellent communication, organization, and follow-up skills
• Proven ability to coach employees towards strategic goals that are important for AAA WA
MINIMUM QUALIFICATIONS:
• Bachelor's (BA) degree in business, communications or similar, or equivalent experience
• 4 years of experience in customer service, including at least 2 years call center or dispatch experience
• 3 years of experience in a management or supervisory role
PREFERRED QUALIFICATIONS:
• 2 years of experience managing call center and/or dispatch technologies and practices
WHAT YOU WILL DO:
• Assist team members with questions via chat, phone call, video call, email, etc
• Establish, monitor, and measure team key performance indicators
• Ensure accurate staffing levels and recruiting as needed
• Work collaboratively with the senior manager and supervisors on developing and executing strategy
• Build and execute on employee engagement plans with the department
• Attend leadership meetings
• Coach and motivate employees to meet their goals
• Focus on continuous improvement
• Be a positive role model of adaptability, professionalism and a "member-first" attitude
WHO WE ARE:
The American Automobile Association (AAA) is a federation of motor clubs across North America. AAA Washington is the largest independent club in the U.S. with 1.2 million members and nearly 600 employees in Washington and northern Idaho. A leader in roadside assistance, mobility advocacy and traffic safety for nearly 120 years, AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.
AAA Washington was established in 1904 by 10 prominent Seattleites determined to champion the betterment of motoring conditions, laws and legislation; the preservation of Washington state's natural beauty; and the promotion of Washington as an unrivaled tourist destination. More than a century later the club continues to pursue these on behalf of its members.
Included in our Member Services Call Center is our Dispatch team! These individuals provide high quality customer service using a variety of applications. The team works collaboratively to maximize service delivery contacting members with updates and resolving escalated issues in a professional manner. Additionally, our team works directly with road service contractors to ensure optimum service delivery. We troubleshoot road service issues, communicate with members, and provide information for dispatched rescues.
BENEFITS WE OFFER:
• Health insurance (medical vision, prescription drug, and dental)
• Up to 22 days of Paid Time Off (PTO) in the first year for vacation or sick leave
• Eleven Paid Holidays every year in addition to PTO, including MLK and Juneteenth
• 401(k) with Employer Match
• Life and LTD insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off every year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts
• Paid, on-going training throughout your career
• THRIVE wellness program
• Flexible Work Arrangements including hybrid work
• Free parking
• Financial Literacy Education
SALARY RANGE:
Annualized target hiring salary range for the position is $86,299 - $105,707 and offer rate is based on experience.
RANKED AS ONE OF WASHINGTON'S 2023 BEST PLACES TO WORK by Puget Sound Business Journal
NOTIFICATIONS
• AAA Washington is committed to hiring and retaining a diverse and inclusive staff.
• We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.
• We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.
• AAA Washington is a drug-free workplace.
This is a hybrid role, working alongside other call center managers in our Bellevue office.
QUALITIES AAA WA IS LOOKING FOR:
• At least three years of management experience
• Experience working in a fast-paced customer service environment, 24/7 experience preferred
• Knowledge of call center technologies, practices, metrics
• Desire to create strong relationships with external contractors and internal team members
• Ability to manage multiple projects and deadlines simultaneously with attention to details
• Excellent communication, organization, and follow-up skills
• Proven ability to coach employees towards strategic goals that are important for AAA WA
MINIMUM QUALIFICATIONS:
• Bachelor's (BA) degree in business, communications or similar, or equivalent experience
• 4 years of experience in customer service, including at least 2 years call center or dispatch experience
• 3 years of experience in a management or supervisory role
PREFERRED QUALIFICATIONS:
• 2 years of experience managing call center and/or dispatch technologies and practices
WHAT YOU WILL DO:
• Assist team members with questions via chat, phone call, video call, email, etc
• Establish, monitor, and measure team key performance indicators
• Ensure accurate staffing levels and recruiting as needed
• Work collaboratively with the senior manager and supervisors on developing and executing strategy
• Build and execute on employee engagement plans with the department
• Attend leadership meetings
• Coach and motivate employees to meet their goals
• Focus on continuous improvement
• Be a positive role model of adaptability, professionalism and a "member-first" attitude
WHO WE ARE:
The American Automobile Association (AAA) is a federation of motor clubs across North America. AAA Washington is the largest independent club in the U.S. with 1.2 million members and nearly 600 employees in Washington and northern Idaho. A leader in roadside assistance, mobility advocacy and traffic safety for nearly 120 years, AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.
AAA Washington was established in 1904 by 10 prominent Seattleites determined to champion the betterment of motoring conditions, laws and legislation; the preservation of Washington state's natural beauty; and the promotion of Washington as an unrivaled tourist destination. More than a century later the club continues to pursue these on behalf of its members.
Included in our Member Services Call Center is our Dispatch team! These individuals provide high quality customer service using a variety of applications. The team works collaboratively to maximize service delivery contacting members with updates and resolving escalated issues in a professional manner. Additionally, our team works directly with road service contractors to ensure optimum service delivery. We troubleshoot road service issues, communicate with members, and provide information for dispatched rescues.
BENEFITS WE OFFER:
• Health insurance (medical vision, prescription drug, and dental)
• Up to 22 days of Paid Time Off (PTO) in the first year for vacation or sick leave
• Eleven Paid Holidays every year in addition to PTO, including MLK and Juneteenth
• 401(k) with Employer Match
• Life and LTD insurance
• Flexible Spending Accounts
• 4 Hours of Volunteer Time Off every year
• On-Demand Pay / Earned Wage Access
• Free Premier RV AAA Washington Membership
• Travel, Insurance, and Membership Discounts
• Paid, on-going training throughout your career
• THRIVE wellness program
• Flexible Work Arrangements including hybrid work
• Free parking
• Financial Literacy Education
SALARY RANGE:
Annualized target hiring salary range for the position is $86,299 - $105,707 and offer rate is based on experience.
RANKED AS ONE OF WASHINGTON'S 2023 BEST PLACES TO WORK by Puget Sound Business Journal
NOTIFICATIONS
• AAA Washington is committed to hiring and retaining a diverse and inclusive staff.
• We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.
• We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.
• AAA Washington is a drug-free workplace.
