The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 13.4 million members and customers across 14 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:

Functions as a liaison between CIC Operations Support and management personnel in a call center environment. Provides phone coverage monitoring on an ongoing basis and adjusts staffing levels to ensure adequate coverage and the achievement of corporate customer service objectives. Assists senior level personnel/management in evaluating options for supporting new functions or changes to current processes that impact staffing. Maintains the database systems for the Workforce Management and Automated Call distributor (ACD) Systems. Ensures the accurate and timely completion of daily, weekly, and monthly management reports as required.

Receives notifications of ill/absent employees in the call center environment and makes adjustments to work schedules to ensure adequate telephone coverage. Facilitates vacation time and special meeting/time off requests. Monitors queue throughout the shifts to recommend operational changes. Maintains statistical data regarding problems for inclusion in reports. Provides implementation of back-up procedures in the event of system failure. Provides management with a record log regarding system failures to ensure appropriate steps were taken to return the system to normal operation. Reviews, investigates and resolves service complaints from members. Obtains pertinent information and resolves problems as directed by supervisory personnel.

Preferred:

Experience in with:

IEX, TCS, Blue Pumpkin or other scheduling software
Call Management software such as Avaya CMS or Aspect

Total Compensation Overview:

Traffic Coordinators will earn a competitive salary of $31,600 to $56,200 annually with annual bonus potential based on performance.
Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
401k Match
Medical
Dental
Vision
PTO
Paid Holidays
Tuition Reimbursement

Work Environment

This is a remote call center position. Call Center employees work remote full-time. An exception to this would be in the case of connectivity or service level issues, in which employees would be required to report temporarily to a designated ACG facility (if located <50 miles from an office) until connectivity or service levels are restored.

Required Qualifications:

Education:

College level coursework in Computer Science, Business Administration or a related field or comparable experience in a call center environment

Experience:

Preparing written reports for management.
Basic office functions and business analysis.
Customer service in a telephone environment.
PC applications (i.e., Excel, word, Access, NT etc.).

Knowledge and Skills:

Strong interpersonal skills
Strong written and oral communication skills.
Utilizing scheduling software and Call Management Software
Organization and planning
Problem solving
Coordinating the daily scheduling of call center personnel to ensure adequate phone coverage
Managing multiple assignments/projects at the same time
Interfacing with, and providing support to management
Working within short deadlines and constantly changing business requirements
Managing multiple assignments with minimal supervision
Working effectively in a team environment
Identifying and quickly resolving complex business problems

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principle and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfil these requirements.

The Auto Club Group, and all 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.

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