Emergency Roadside Field Representative

AAA-The Auto Club Group•Tucker, GA

5d•$65,000 - $75,000•Remote

About The Position

This role represents AAA The Auto Club Group (ACG) within the contractor network, playing a critical role in driving the adoption of AAA programs, facilitating performance across territories, and managing member satisfaction with Emergency Roadside Service (ERS) issues. ERS Field Representatives travel to visit contractors, build relationships, discuss performance, provide advice, and help contractors fulfill AAA programs to enhance efficiency and increase member satisfaction. Candidates must reside within 60 miles of Atlanta, Georgia.

Requirements

Possess a High School Diploma or equivalent (GED).
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.
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).
Knowledge of automobile maintenance and operation.
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.

Nice To Haves

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

Responsibilities

Analyze metrics and determine where and when additional contractors are needed in a territory.
Screen and evaluate potential contractors, assessing and ensuring 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 regarding 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 recognition 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.