Emergency Road Service, Field Representative

It’s a great time to join AAA The Auto Club Group! 

JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD

Job Type:

Exempt/Non Exempt:

Job Description:

Position Description

Primary Duties and Responsibilities (details of the basic job functions):

ERS Field Representatives (Field Reps) 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. Starting annual salary range based on experience, $65,000.00 - $72,000.00.

REQUIRED to live in the state of North Carolina.

Areas of focus include:

• Recruiting, selecting, and onboarding contractors to include:

  • analyzing metrics and determining where and when additional contractors are needed in a territory

  • screening and evaluating potential contractors; assessing and ensuring that facility requirements are met and that a high quality of service will be provided

  • acting in a consultant manner to represent the interests of the club

  • facilitating filing and completion of all AAA contracts and requirements

  • orienting new contractors with regard to AAA/ACG operations, procedures, performance metrics and compensation

  • coordinating training for employees of new contractors on procedures and member service expectations.

• Enhancing contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs

  • monitoring and reviewing contractor Key Performance Indicators (KPIs) and ensuring maintenance of automotive standards

  • managing costs per call, discussing potential reasons for high/low KPI scores and trends

  • developing and documenting action plans to help contractors improve performance

  • adjusting contractor territories to optimize response times and coverage

  • managing contract renewal processes

  • providing 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.

• Resolving member complaints and claims received from member service representatives or other ACG staff

  • identifying level of involvement needed and, when appropriate, delegating resolution to relevant staff

  • conducting investigations on high priority claims

  • conducting required mediation and arbitration necessary to ensure effective resolution.

• Completing administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations

  • filing and maintaining relevant documentation pertaining to contractors

  • researching industry best practices, new developments and technologies

  • looking for opportunities to promote products and educate the public

  • coordinating contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

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

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• High School diploma, GED or Technical school graduate/certification

• Possession of a good driving record and a valid State driver's license.

Experience:

• 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

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

Preferred Qualifications

• 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.

Work Environment

Frequent travel required (up to 60% of work time) with exposure to road hazards and temperature extremes.

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/affirmative action 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.