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  • Providence, RI

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Supervisor, Insurance Call Center

AAA Northeast • Providence, RI

Posted 25 days ago

Job Snapshot

Experience - At least 3 year(s)
Degree - 4 Year Degree
Relocation - No

Job Description

Insurance As one of the most recognized brands in the nation, AAA has over 100 years of experience with an outstanding reputation in the Insurance industry.

AAA Insurance Agency is a multi-state agency that offers its employees unlimited career opportunity with paid insurance education and training. Compensation includes competitive wages, benefits and a generous incentive plan.

Now is the time to join an industry leader that is passionately committed to providing exceptional products and services to our members. We commit and strive to provide our employees with the opportunities and training to reach their full potential.

AAA Northeast is one of the largest and most innovative membership organizations in North America. It is a multi-business organization comprising more than 60 locations in a six-state area.

We provide valuable roadside service to our 5.1 million members, as well as many specialized services such as Financial Services & Loans, Insurance, Travel, Discounts, Auto Glass, and Driver Training.

AAA is a key advocate for issues impacting the traveling public, such as highway safety, road maintenance and related legislation. We have a unique organizational model and many of our businesses are the largest and most sought after in their industries.

AAA Northeast employees help and serve as a way of life. Through a 100-year legacy of service stewardship, our employees make valuable contributions to our workplace and the community that surrounds us.

In order to continue our mission, our organization is expanding and we need talented people to work alongside us in creating our next 100 years.

• Oversees the day-to-day activity of and provides professional and technical guidance to a team of Insurance Customer Service Reps in a fast paced environment. Ensures each customer interaction meets Five Diamond Service standards.
• Supervises the team to maximize cross-selling and account rounding opportunity; assists in iimplementing the quality assurance programs of the department, focusing efforts of Customer Service Representatives on the delivery of customer service; monitors and tracks telephone queue performance.
• Oversees the activities of a customer service team, implementing and monitoring all department programs and policies; plans, assigns, and supervises work; organizes schedules to meet department workflow demands.
• Participates in the hiring process and ensures adequate training of employees; appraises performance, recommends merit increases and ensure proper disciplinary action of employees.
• Builds professional relationships and to handle unique circumstances and client complaints; advises clients of AAA policies and utilizes all available resources to provide positive alternatives to resolving conflicts; authorizes exceptions to such policies, with the approval of the Customer Service Manager.
• Identifies training needs, focusing on knowledge of industry, sales ability and customer service skills; evaluates effectiveness of current training practices, and identifies areas for staff improvement.


B.A. preferred, with 5 years' experience in the Insurance Industry and a valid P&C license is required.

Leadership experience required, supervisory experience is preferred.

Insurance customer service background required.

Knowledge of general insurance agency practices, including P & C lines required.

Must work to acquire, a Professional Tier Insurance designation (ARM, SM, AIS, API, AU, LUTCF, AAI,).

Must presently hold a CISR or ACSR Service Tier Insurance designation.

Leadership skills and strong interpersonal skills required, with the ability to develop and maintain a team atmosphere.

• Medical
• Dental
• Vision
• 401(k) plan with a generous company match and an annual contribution by the Club
• Tuition Reimbursement
• Employee and Dependent Life Insurance
• Disability Insurance
• Accidental Death & Dismemberment Insurance
• Paid Time Off

Job Requirements

Call Center or operations experience preferred.
Job ID: 9841
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