Emergency Roadside Service Field Representative; Milwaukee, WI
Listed on 2026-01-11
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Social Work
Bilingual
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
It’s a great time to join AAA The Auto Club Group!
Job Type: Full time
Exempt/Non Exempt:
Salary
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!
- Must be able to commute to
Milwaukee, WI.
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 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
- Annual salary starting between $56,014.00 and $74,600.00. 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
- 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…
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