Team Manager - Member Preferred Repairs

Team Manager - Member Preferred Repairs

Job Summary:

This management position is crucial to the day-to-day operations within the auto physical damage claims discipline, focusing on overseeing field staff responsible for shop groups in a direct repair network. The primary functions include coordinating, directing, and overseeing the claims personnel, activities of the team(s) and results for an area of repair shops. Key accountabilities involve providing leadership, support, and coaching to ensure compliance with regulatory and statutory requirements, as well as adhering to technical and customer service best practices. This role is instrumental in maintaining high service-focused standards and ensuring the efficient and effective handling of claims within the network.

Responsibilities:

• Oversee a team of shop supervisors: Manage and provide guidance to a team of shop supervisors within the insurance direct repair network.
• Review shop performance regularly for quality: Conduct regular reviews of field personnel’s shop groups and repair shop files to ensure adherence to quality standards.
• Track and monitor performance metrics: Evaluate the performance of repair shop groups via staff using statistical measures and behavioral indicators (e.g., file reviews, audits, reports, and complaints).
• Analyze data for insights: Collect, analyze, and interpret data to identify trends, areas for improvement, and opportunities for enhancing shop performance.
• Coach and counsel field staff, shops: Provide timely and responsive coaching and counseling to shop supervisors as well as shops direct on performance issues.
• Resolve elevated customer service issues: Address a variety of complex customer service issues through effective communication and interaction with repair shops, field staff as well as internal and external customers.
• Monitor and evaluate customer satisfaction: Implement internal and external methods to monitor and evaluate customer concerns, issues, satisfaction, and anticipate customer needs.
• Stay informed on industry developments: Maintain knowledge of current industry developments and best practices in the collision industry.

Qualifications:

• Bachelors Equivalent combination of education and experience Preferred
• 4-6 years Automotive Physical Damage Claims handling Required
• 1-3 years Supervisory Preferred
• Technical knowledge in the automotive collision repair process including estimating damage and auditing repairs
• Advanced organizational, planning and delegation skills critical.
• Advanced oral and written communication skills necessary.
• Advanced interpersonal skills essential.
• Ability to effectively lead change required.

Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required

The starting pay range for this position is:

$90,400.00 - $120,300.00

Additionally, for full time positions, you will be eligible to participate in our incentive program based upon the achievement of organization, team and personal performance.

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Remarkable benefits:
•    Health coverage for medical, dental, vision
•    401(K) saving plan with company match AND Pension
•    Tuition assistance
•    PTO for community volunteer programs
•    Wellness program
•    Employee discounts

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

The Automobile Club of Southern California will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable federal, state, and local laws, including the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance (FCIHO), the Unincorporated Los Angeles County (ULAC) regulation, and the California Fair Chance Act (CFCA). 

Salary : $90,400 - $120,300