Emergency Roadside Service Field Representative

It’s a great time to join AAA The Auto Club Group!

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD Job Type:Full time Exempt/Non Exempt:

Salary

Job Description:

Why Choose a Career with the AAA The Auto Club Group (ACG)
You are great at providing excellent customer service, organized and have an analytical mind. You enjoy a position that will keep you busy, provides you with variety every day and allows you the opportunity to grow professionally. At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that truly cares about their members and employees.

Continue reading to see what our Emergency Roadside Service Field Representative opportunities are all about!

All applicants must reside in Minnesota.

A day-in-the-life of an ERS Field Representative Our Field Representatives represent the interest of the Club within the contractor network, playing a critical role in the driving the adoption of AAA programs, facilitating performance across territories, and managing the overall satisfaction of members with ERS issues. ERS Field Reps 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  this role, you will also have the opportunity to:

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

How we reward our employees:

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages:

Annual salary starting between $ 59,134 and $78,852/yr. Pay rate will be determined based on experience and may exceed starting rate.

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

We are looking for candidates who:

Education Possess a High School Diploma or equivalent (GED)
Experience 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

Knowledge and

Skills:

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)
Automobile maintenance and operation

Certifications /…