Fleet Supervisor – 2nd Shift

Jobtailor; Upper Marlboro (MD); On-site; USD 65,000 - 85,000; Full time

Job summary

AAA Club Alliance seeks a Fleet Supervisor to manage day-to-day fleet operations, lead Roadside Assistance Club Fleet drivers, dispatch, and administrative staff, and ensure staffing, performance, and sales goals are met. You will resolve member and customer concerns while upholding AAA quality standards.

Responsibilities include coaching staff, maintaining maintenance schedules, and coordinating with Dispatch and Training on daily decisions, with emphasis on safety and regulatory compliance.

Qualifications

• Associate degree or equivalent required.
• 5+ years’ work experience in automotive/dispatch or related high-volume customer service/sales role.
• 1+ years’ leadership or supervisory experience.
• Nationally recognized towing certification program such as IITR.
• Battery, Battery Warranty, Battery Sales and On-the-Go training as per AAA standards.

Responsibilities

• Manage day-to-day fleet operations with Fleet Manager and Supervisors.
• Lead drivers, dispatch, and staff; ensure staffing, performance, and sales goals are met.
• Investigate and resolve member/customer concerns per AAA quality standards.
• Deliver customer service to AAA members and RAP customers.
• Oversee fleet staff schedules, coaching, and performance appraisals.
• Coordinate with RA Dispatch and Training on daily decisions.
• Ensure fleet vehicles are safely maintained and maintenance schedules followed.
• Ensure compliance with regulations and company policies.

Skills

Fleet Management

Performance Appraisal Writing

Resource Utilization Analysis

Emergency Services Coordination

Automotive Maintenance Scheduling

Education

Associate degree in business/organizational management or related field

Tools

RA Call Receiving and Dispatching System

Job description

• Manage day-to-day fleet operations alongside the Fleet Manager and other Supervisors at the Fleet Office.


• Lead Roadside Assistance Club Fleet drivers, dispatch, and administrative staff; ensure staffing, performance, and sales goals are met or exceeded.


• Investigate and resolve member and customer concerns while meeting AAA quality standards.


• Deliver customer service to AAA members, RAP customers, and other AAA customers.


• Use the RA Call Receiving and Dispatching system; monitor facility performance and service goals.


• Supervise Club Fleet Associates and operations, including productivity, revenue, sales, contractor expense savings, and profit-and-loss performance.


• Participate in interviewing and selection; conduct counseling and disciplinary sessions; recommend actions regarding associate issues.


• Write performance appraisals, conduct evaluations, and establish and monitor individual and team goals.


• Supervise driver activities; provide coaching and training; maintain time records and staff schedules.


• Coordinate with RA Dispatch and Training on day-to-day business decisions.


• Ensure fleet vehicles are safely maintained, operating systems function properly, and maintenance schedules are followed.


• Ensure compliance with federal, state, local, and company regulations and policies.


• Handle difficult or escalated customer situations and maintain positive relationships with coworkers, associates, and the public.


• Investigate and resolve claims involving service delays, operator demeanor, service charges, mechanical repairs, and vehicle damage.


• Ensure safety procedures and standards are followed; maintain safe working conditions and order safety equipment.


• Investigate accidents and injuries with the Fleet Manager and Corporate Risk Manager; initiate preventative measures and document incidents.


• Identify and report unsafe conditions or work practices.


• Oversee accounts payable and receivable functions.


• Implement and assist with Fleet Services work plans; assign projects, monitor workflows, and evaluate work products, methods, and procedures.


• Analyze resource utilization to improve cost effectiveness.


• Participate in budget preparation; prepare cost estimates and staffing, equipment, materials, and supplies justifications; monitor expenditures.


• Respond to Roadside Assistance requests and provide emergency services and towing promptly, professionally, courteously, and safely.


• Schedule or perform repairs, preventive maintenance, routine maintenance, and emergency or unscheduled maintenance tasks.

Requirements

• Associate degree with major course work in business, organizational management or related field or equivalent.


• 5+ years’ work experience in an automotive or dispatch environment, or 5 years of experience in a fast paced, high volume customer service or sales role, or a combination of automotive/mechanical and customer service/sales experience.


• 1+ years’ leadership or supervisory experience.


• Satisfactory completion of nationally recognized towing certification program such as the International Institute of Towing and Recovery (IITR).


• Completion of Battery, Battery Warranty, Battery Sales and On-the-Go training classes in accordance with AAA Club Alliance and AAA National Quality Standard 2 timelines.


• Must possess and maintain a valid State Driver’s License.


• Satisfactory pre-and post-employment screening results, including criminal, drug and motor vehicle screening.


• Ability to operate passenger vehicles and trucks with automatic and manual transmissions.


• Must attain and maintain all state and local licensing requirements.


• Must be able to work evening hours, weekend days (Saturday and Sunday), and holidays.

Core Competencies

Demonstrates strong leadership in managing fleet operations, ensuring compliance with regulations, and delivering exceptional customer service. Proficient in performance management, resource utilization analysis, and maintaining safety standards within a high-volume environment.

Highest-signal resume keywords

• Fleet Operations Management


• Customer Service Excellence


• Leadership and Supervision


• Towing Certification


• Budget Preparation and Monitoring

Hard Skills

• Fleet Management


• Performance Appraisal Writing


• Resource Utilization Analysis


• Emergency Services Coordination


• Automotive Maintenance Scheduling

Soft Skills

• Conflict Resolution


• Coaching and Training


• Team Collaboration


• Effective Communication

Certifications & Qualifications

• Towing Certification


• Battery Sales Training


• AAA National Quality Standard Compliance

Industry Keywords

• Automotive Environment


• Dispatch Operations


• Safety Procedures


• Customer Relationship Management


• Regulatory Compliance

Tools & Technologies

• RA Call Receiving and Dispatching System