Tech Support, Team Lead

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.

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.

Job Description  

This position is responsible for supervising functions and/or Team Members as assigned by the Member Experience Manager. Responsible for monitoring Team Members, providing feedback, serving as product expert, sharing best practices, coaching behaviors, and guiding Team Members to success while also managing scheduling and schedule adherence for their assigned team. Additionally, this individual will provide call support to load-balance during peak inbound call volume while providing legendary AAA Smart Home experiences.  

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 the 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 

Why work for us?

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 (Preferred) 

• Comparable experience in a team lead capacity will be considered  

• 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   

#SAFE