Emergency Roadside Service Field Representative

Role Overview

• Represent the interest of the Club within the contractor network, playing a critical role in driving the adoption of AAA programs, facilitating performance across territories, and managing the overall satisfaction of members with ERS issues.
• Travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help contractors fulfill AAA programs that will enhance efficiency and increase member satisfaction.
• Analyze metrics and determining where and when additional contractors are needed in a territory.
• Screen and evaluate potential contractors; assessing and ensuring that facility requirements are met and a high quality of service will be provided.
• Act in a consultant manner to represent the interests of the Club.
• Facilitates filing and completion of all AAA contracts and requirements.
• Orients new contractors with regard to AAA / ACG operations, procedures, performance metrics and compensation.
• Coordinates training for employees of new contractors on procedures and member service expectations.
• Enhances contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs.
• Monitors and reviews contractor Key Performance Indicators (KPIs) and ensures maintenance of automotive standards.
• Manages costs per call, discussing potential reasons for high / low KPI scores and trends.
• Develops and documents action plans to help contractors improve performance.
• Adjusts contractor territories to optimize response times and coverage.
• Manages contract renewal processes.
• Provides recognitions for contractors exceeding goals and member expectations.
• Resolves member complaints and claims received from member service representatives or other ACG staff.
• Conducts investigations on high priority claims.
• Conducts required mediation and arbitration necessary to ensure effective resolution.
• Completes administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations.
• Files and maintaining relevant documentation pertaining to contractors.
• Researches industry best practices, new developments and technologies.
• Seeks opportunities to promote products and educate the public.
• Coordinates contractor group meetings to gather feedback, discuss relevant issues or share best practices.

Requirements

• Possess a High School Diploma or equivalent (GED)
• Have 3 or more years of directly related automotive or customer service experience and past experience successfully coaching and developing others
• Have experience analyzing causes of problems based on financial statements and metrics, as well as, developing and recommending solutions
• Possess experience with communicating and advising facility owners, customers or members regarding standards, policies and procedures
• Experienced with resolving member/customer service issues
• Strong interpersonal and communication skills, including ability to build rapport and trust, understand different personalities and strengths in others, and modify approach accordingly.
• Complaint management, negotiation and conflict resolution skills.
• Ability to review a business situation and using financial data/metrics, develop strategies and implement plans to support a successful business model.
• Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)
• Valid state driver’s license and excellent driving record without physical restrictions preventing driving during day or night hours or for extended periods of time

Benefits

• Fully paid training
• Medical, dental and vision benefits
• 401k with employer match
• Paid parental leave and adoption assistance
• Paid Time Off (PTO), company paid holidays, CEO days and floating holidays
• Paid volunteer day annually
• Tuition assistance program, professional certification reimbursement program and other professional development opportunities
• AAA Membership Discounts, perks, rewards and much more