The Field Insurance Customer Service Supervisor leads and develops a team of Insurance Customer Service Representatives across multiple AAA Northeast branch locations. This role is responsible for providing day-to-day leadership, coaching, and technical guidance to ensure high-quality customer service and operational excellence. The Supervisor promotes Five Diamond Service standards in every customer and member interaction, supports retention and sales growth through cross-selling and account rounding opportunities, and drives team performance through mentoring, quality monitoring, training, and ongoing development. Additionally, the role manages staffing schedules, workflow, and resource allocation to maximize team productivity, service effectiveness, and the overall customer experience.
Work Schedule: Monday - Friday 8:45 am - 5:15 pm, Alternating Saturdays 9am-1pm
What you Will Do:
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Oversees the activities of customer service teams, implementing and monitoring all department guidelines and policies; plans, assigns, and supervises work; in collaboration with WFM, creates and organizes schedules to meet team and department workflow demands; participates in the hiring process and ensures adequate training of employees; Motivate and encourage representatives through positive communication and feedback appraises performance, recommends merit increases and ensure proper disciplinary action of employees.
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Works with Insurance companies and Club underwriters to handle complex files in order to find acceptable solutions to problem policies; utilizes Five Diamond service standards to build 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.
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Identifies training needs, focusing on knowledge of industry, sales ability, and customer service skills; works with Training Specialists to develop effective training modules and practices; evaluates effectiveness of current training practices, and identifies areas for improvement; supports and monitors compliance with all Club training efforts, particularly the delivery of Five Diamond Customer Service; capitalizes on opportunities to develop professional and technical skills of staff.
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Supervises staff to achieve specific measures including productivity, average speed of answer and telephone average handle time goals; ensures Customer Service Representative have a solid understanding of such activity as account-rounding and renewal enhancement programs; tracks staff's activity to ensure sales goals are met; may design in-house incentive programs to recognize and award individual contribution.
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Implements quality and retention assurance programs of the department, focusing efforts of Customer Service Representatives on the delivery of customer service; monitors and tracks telephone queue performance, taking corrective action when required; conducts call monitoring and provides feedback; makes recommendations regarding procedural changes which may enhance the effectiveness of staff, or which may improve overall customer service delivery.
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Manages the performance of team including monitoring and continued coaching with attendance, goals and performance. Assists in the hiring and onboarding process. Proactively address performance concerns, partnering with leadership and HR when determining performance counseling levels if needed. Write and administer annual performance reviews.
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Responsible for regular branch visits within assigned region to support team of Field Insurance Agents in-person. Establish a strong partnership with branch management to ensure regular feedback regarding member service, attendance, and reliability.
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Keeps abreast of technical advancements and regulatory changes in the Insurance Industry; pursue additional training and credentialing.
What You Will Need:
Education:
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Associate's Degree or 3-4 Years of Additional Relevant Experience Required
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Bachelor's Degree Preferred
Work Experience:
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5+ years Insurance industry experience Required
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2+ years in preceding job level
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1+ years Direct/indirect leadership experience
Knowledge, Skills and Abilities:
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Knowledge of general insurance agency practices, including personal lines.
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Knowledge of the scope of agent authority.
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Leadership skills and strong interpersonal skills required, with the ability to develop and maintain a team atmosphere.
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Strong organizational, technical and administrative skills required, including excellent attention to detail.
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Ability to adapt to changing priorities and conditions.
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Strong communications skills required, with the ability to write effectively.
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Strong problem-solving skills required.
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Ability to self-educate and train in current/new software applications.
Licenses and Certifications:
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Valid Personal Lines Required
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Service Tier Insurance designation (CISR, ACSR) Required
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Work towards Professional Tier Insurance Designation (AAI, ACS, AIM, AINS, AIS, AIT, API, ARM, AU, CISR, FSCP, WMCP, RICP, ChSNC) Required
Travel Requirements:
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Employee will regularly travel to local branches in support of assigned CSR team, occasional travel for training opportunities and other work-related tasks using their personal vehicle.
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Estimated Amount = 50%
Why AAA Northeast
Career Growth: With ongoing world-class training and proven career paths, you'll have the opportunity to develop expertise and advance your career within AAA Northeast.
Trusted Legacy: With over 120 years of service excellence, we have a long track record of protecting our members as well as our employees and their families.
Future-Focused: With new business offerings and increasing digital presence, we are focused on innovating for the future to sustain our success.
What We Offer
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Award-Winning: We’ve been named as a Top Employer for the last 7 years
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Health Coverage: Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
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Retirement: 6% company match on 401(k) retirement plan contribution, with contributions fully vested and made every pay period
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Paid Time off: 3 weeks’ vacation, 12 holidays, 8 sick days, 48 hours of volunteer time annually
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Additional Perks: Free AAA membership, insurance discounts, travel commission refund, up to $625 in Wellness Incentives, up to $6k in tuition reimbursement, and more!
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Compensation: Competitive base pay, annual bonus opportunities, and for certain roles, additional monthly and/or quarterly incentive compensation. The posted salary range represents the full range grade for this role, with individual pay based on job-related skills, experience, shift, and geographic location.
At AAA Northeast, how we work together matters. We are a highly collaborative organization that values connection, transparency, and trust. Our “cameras on” approach during virtual meetings reflects our expectation that team members are present, engaged and actively participating, helping to build strong working relationships and a sense of shared accountability, no matter where we’re located.
We are also proud of our diverse culture, shaped by the talents, experiences, and perspectives of our employees. AAA Northeast is an equal opportunity employer and is committed to fair and equitable practices in recruiting, hiring, and advancement. We do not discriminate based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.
