ERS Field Representative

Overview

Join the team committed to driving your career forward at AAA The Auto Club Group (ACG). This is a full-time, exempt/non-exempt opportunity in Emergency Roadside Service (ERS) Field Representation.

Why Choose a Career with the AAA The Auto Club Group (ACG)

You are great at providing excellent customer service, organized and analytical. You will have a busy role with variety and professional growth opportunities. At AAA The Auto Club Group (ACG), you will join a company that cares about its members and employees. Continue reading to learn about our Emergency Roadside Service Field Representative opportunities.

A day-in-the-life of an ERS Field Representative

Field Representatives represent the Club within the contractor network, driving adoption of AAA programs, facilitating performance across territories, and ensuring member satisfaction with ERS issues. ERS Field Reps travel across the network to visit contractors, build relationships, discuss performance, provide guidance, and help contractors fulfill AAA programs that improve efficiency and increase member satisfaction.

Candidate location requirement Candidates must reside within 60 miles of Atlanta, Georgia.

In this role, you will also have the opportunity to:

• Analyze metrics and determine where additional contractors are needed in a territory.
• Screen and evaluate potential contractors; assess facility requirements and ensure high quality service.
• Act as a consultant to represent the interests of the Club.
• Facilitate filing and completion of all AAA contracts and requirements.
• Orient new contractors regarding AAA/ACG operations, procedures, performance metrics, and compensation.
• Coordinate training for employees of new contractors on procedures and member service expectations.
• Enhance contractor performance by conducting regular visits to build relationships and reinforce AAA programs.
• Monitor and review contractor KPIs and ensure automotive standards are maintained.
• Manage costs per call and discuss reasons for KPI trends.

• Develop and document action plans to help contractors improve performance.
• Adjust contractor territories to optimize response times and coverage.
• Manage contract renewal processes.
• Provide recognition for contractors exceeding goals and member expectations.
• Resolve member complaints and claims with member service representatives or other ACG staff.
• Conduct investigations on high-priority claims.
• Conduct required mediation and arbitration to ensure effective resolution.
• Complete administrative duties for elevated ERS assistance during emergencies or challenging weather.
• Files and maintains relevant documentation pertaining to contractors.
• Research industry best practices, new developments, and technologies.
• Seek opportunities to promote products and educate the public.
• Coordinate contractor group meetings to gather feedback and share best practices.

Compensation and benefits

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

• Annual salary starting between $65,000 and $75,000 per year. Pay rate may exceed starting rate based on experience.
• Fully paid training
• Medical, dental, and vision benefits
• 401(k) with employer match
• Paid parental leave and adoption assistance
• PTO, company holidays, CEO days, and floating holidays
• Paid volunteer day annually
• Tuition assistance, professional certification reimbursement, and other development opportunities
• AAA Membership
• Discounts, perks, rewards, and more

Education

• Possess a High School Diploma or equivalent (GED)

Experience

• 3+ years of directly related automotive or customer service experience, with past experience coaching and developing others
• Experience analyzing causes of problems based on financial statements and metrics; developing and recommending solutions
• Experience communicating and advising facility owners, customers or members regarding standards, policies and procedures
• Experience resolving member/customer service issues

Knowledge and Skills

• Strong interpersonal and communication skills; ability to build rapport and adapt to different personalities
• Complaint management, negotiation, and conflict resolution
• Ability to review business situations…