Emergency Roadside Field Representative

Job Type:

Full timeSalary

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!

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 satisfaction.

Candidates for this role must reside within 60 miles of Atlanta, Georgia.

In 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 $ 65,000 and $75,000/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 / 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

Preferred Qualifications

• Bachelor’s degree in Business Administration, Accounting, Communications or a related field

• Technical training in automotive repair and previous experience in the automotive industry

Work Environment

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

Interested in learning more? Apply Today!

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

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.