Customer Service Representative, Team Lead
AAA Northern California, Nevada & Utah

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

AAA NCNU is genuinely concerned about your safety and the health of all of our Team Members. As a result, should you be offered a position with our Club, you will be required to establish that you have been fully vaccinated against the COVID-19 virus, unless you are able to establish a bona fide exemption from this requirement, or where prohibited by law.

WHY WORK FOR US?

Excellent Pay
- $20.00 per hour

Career Growth
- We offer a leadership development program preparing you for a leadership role within 12 months.

Training
- You'll attend a thorough, comprehensive 2 week training program

Benefits
- Medical, Dental, Vision, wellness program and more!

Retirement
- 401k Matching up to 4%

Paid Time Off
- Ten hours per month, nine holidays annually

Essential Functions:
* Provides daily direction and communication to Team Members to ensure Member inquiries and concerns are resolved in a timely, efficient and knowledgeable manner
* With Learning & Development team, create training material and trains and coaches Team Members
* Meets with Team Members on a regular basis to provide performance feedback
* Supervises departmental work activities and ensures scheduling adherence to achieve business objectives
* Responsible for goal setting, on-going performance feedback and evaluation and documentation of performance for team
* Monitors, audits and reports daily team and individual performance statistics and provides efficiency improvement recommendations to management
* Assists in the development, updating and implementation of disciplined operating practices
* Participates in the recruitment process of potential Team Members including but not limited to screening applicants, interviewing, and employment decision
* Ensures team is in compliance with policies, procedures, standards and regulations. Keeps management informed of issues
* Assists in managing department expenses (e.g. overtime, rewards & recognition, travel, meal, office supplies)
* Manages Member Escalations
* Responds to Member emails and phone calls
* Maintains knowledge of smart home industry and serves as subject matter expert
* Monitors and clears phone queues
* Coordinates work tickets with Field Service Technicians
* Performs other related duties as assigned
Knowledge/Skills/Abilities:
* Leadership capability of direct and non-direct reports
* Mobile Application Usability Expert
* Strong written and verbal communication
* Strong computer skills, including proficiency with MS Office applications (Word, Excel, PowerPoint)
* Bilingual communication skills (Preferred)
* In-depth knowledge of Sharing Economy (Preferred)
* Operations management experience (Preferred)
* Knowledge of AAA products and systems (Preferred)
Education & Experience / Licenses & Certification
* Customer/Member service experience
* Supervisory experience in service industry. Comparable experience in a team lead capacity may also be considered. (Preferred)
* Bachelor's Degree Preferred
* High School Diploma or GED required
* Valid Driver's License Work Environment/Physical Requirements
* Entire work time is conducted in an office setting