AAA Emergency Roadside Field Representative

ERS Field Representative - The Auto Club Group

The Auto Club Group is seeking reliable and knowledgeable prospective ERS Field Representative to 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. 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.

Required to live in Florida and will cover the Melbourne/Daytona East coast of Florida area. Starting annual salary is $54,600 - $73,000.00 based on experience.

• Recruit, select and onboard contractors to include:
  • Analyze metrics and determine where and when additional contractors are needed in a territory
  • Screen and evaluate potential contractors; assess and ensure that facility requirements are met and that a high quality of service will be provided
  • Act as a consultant to represent the interests of the club
  • Facilitate filing and completion of all AAA contracts and requirements
  • Orient new contractors with regard to AAA/ACG operations, procedures, performance metrics and compensation
  • Coordinate training for employees of new contractors on procedures and member service expectations
• Enhance contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs
  • Monitor and review contractor Key Performance Indicators (KPIs) and ensure maintenance of automotive standards
  • Manage costs per call, discuss potential reasons for high/low KPI scores and 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 recognitions for contractors exceeding goals and member expectations
  • May also discuss contractor business needs and long-term strategies for growth, as well as suggest resources and ideas for improving financial performance as needed
• Resolve member complaints and claims received from member service representatives or other ACG staff
  • Identify level of involvement needed and, when appropriate, delegate resolution to relevant staff
  • Conduct investigations on high priority claims
  • Conduct required mediation and arbitration necessary to ensure effective resolution
• Complete administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations
  • File and maintain relevant documentation pertaining to contractors
  • Research industry best practices, new developments and technologies
  • Look for opportunities to promote products and educate the public
  • Coordinate contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices

Responsible for up to 100 Independent Contract Facilities AAA service performance as set by contract, recruitment, instruction, expense control and contract termination.

• Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
  • 401k Match
  • Medical
  • Dental
  • Vision
  • PTO
  • Paid Holidays
  • Tuition Reimbursement

• High School diploma, GED or Technical school graduate/certification
• Possession of a good driving record and a valid State driver's license.

• 3 to 5 years of directly related automotive or customer service experience
• 3 to 5 years of successfully coaching and developing others
• Experience analyzing causes of problems based on financial statements and metrics, as well as developing and recommending solutions
• Experience communicating and advising facility owners, customers or members regarding standards, policies and procedures
• Experience resolving member/customer service issues
• Technical training in automotive repair

• Strong interpersonal and written/verbal communication skills
• Complaint management and conflict resolution skills
• Analytical and negotiation skills
• Ability to review a business situation and use financial data to 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

• Bachelor's degree in Business Administration, Accounting, Communications or a related field is preferred.
• Technical training in automotive repair and previous experience in the automotive industry.

We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance…