Automotive Field Representative (Road Service)

AAA Mountain West Group • Campbell, CA

2d

About The Position

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. Requires at least three days of field travel per week to visit contract service providers in the Silicon Valley area. ERS Automotive Field Representative (AFR) is responsible for oversight and management of contract service providers within their assigned territory of the Emergency Road Service organization, whose primary focus is to maintain or improve upon service delivery while managing expense. Will serve as trusted advisor to Service Providers, with the ability to influence the behavior of those provides who are contracted, or wish to be contracted, with AAA. Provide guidance, support, and dispute resolution management and deliver business advice to contracted facilities of diverse scope and complexity. Using business knowledge, industry expertise and consulting expertise you will assist providers in delivering an outstanding Member Experience and improving performance in imaginative ways. Works and collaborates with others on the ERS team and related departments in either a lead or support role as business needs demand.

Requirements

• Capability to utilize all business analysis and documentation tools and techniques commonly in use within the enterprise.
• Extensive customer service experience with customer service orientation, ideally in a “business to business” service industry environment.
• Excellent presentation and public speaking abilities.
• Advanced organizational skills, able to work effectively with multiple and competing priorities.
• Bachelor's degree in related area or an equivalent combination of education and experience.
• 2 to 4 years regional management, multi-site operational or business consulting experience.
• 2 to 4 years experience and understanding of one or more of the following: Data Analytics, Business Consulting, Automotive Industry, 24/7 service industry, business to business relationship management, or high performance customer service delivery.
• Current valid driver's license in state of residence

Responsibilities

• Regional accountability includes up to 50 contract stations, 300 technicians with a combined annual spend of $20,000,000.
• Responsible for quality assurance of contractor provided services, as well as compliance with contractual obligations, standards and regulatory requirements, including required training for drivers and battery technicians.
• Ensures operational standards at or above Club or AAA National Standards.
• Responsible for resolution of escalated member complaints, compliments and other incidents.
• Develop and implement communication plans for the assigned region and contract providers.
• Conduct data-focused conversations, making the case quantitatively and qualitatively.
• Demonstrate and inform about the most effective ways owners, front-line roadside technicians and other contractor staff can interact with AAA members, using various techniques and tools, but without providing direction to service provider staff that would conflict with our independent contractor relationship.
• Consult with Service Providers on setting up and running formal Performance Management Systems for front-line roadside technicians, including data-based feedback and qualitative coaching, incentives, and recognition.
• Demonstrate to Service Providers how to observe and coach front-line roadside technicians on the AAA member interaction.
• Cross support other AFRs as needed, including coverage for PTO or as otherwise needed for extended absence or between assignment of personnel.

Benefits

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching – $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits – Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off – Team Members accrue paid time off monthly. Depending on position, an additional 24 hours per year are earmarked for volunteer activities.
• Collaborative Environment – AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 101-250 employees