Emergency Roadside Field Representative

Emergency Roadside Service Field Representative

We are seeking a knowledgeable, organized, and customer‑oriented professional to manage the Emergency Roadside Service (ERS) field operations across the contractor network.

• 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 a high quality of service will be provided
• Act in a consultant manner 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, discussing 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
• Resolve member complaints and claims received from member service representatives or other ACG 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
• Seek opportunities to promote products and educate the public
• Coordinate contractor group meetings to gather feedback, discuss relevant issues or share best practices

• Annual salary starting between $65,000 and $75,000 per year (pay determined by experience and may exceed starting rate)
• Fully paid training
• Medical, dental and vision benefits
• 401(k) 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 more

Education:

• High School Diploma or equivalent (GED)

Experience:

• 3 or more years of directly related automotive or customer service experience and past experience successfully coaching and developing others
• Experience analyzing causes of problems based on financial statements and metrics, and developing and recommending solutions
• Experience 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 use financial data/metrics 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

Certifications / Licensure:

• 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
• Able to successfully pass DOT physical / certification process

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

Frequent travel required (up to 75% of work time) with exposure to road hazards and temperature extremes.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability, or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.