Emergency Roadside Service Field Representative

AAA-The Auto Club Group•MN-HMMN Empl Work From Home, MN

5d•$59,134 - $78,852•Hybrid

About The Position

ERS Field Representatives (Field Reps) are passionate advocates for both AAA and its members, serving as vital partners within the contractor network. They play a key role in driving the adoption of AAA programs, enhancing performance across territories, and ensuring exceptional member experiences by proactively addressing emergency roadside service-related concerns. Through regular travel and in-person visits, Field Reps build strong, collaborative relationships with contractors, providing guidance, sharing performance insights, and supporting the successful implementation of programs that improve operational efficiency and elevate member satisfaction.

Requirements

High School diploma, GED, or Technical School graduate/certification.
Possession of a valid state driver's license with a good driving record.
3 to 5 years of directly related automotive or customer service experience.
3 to 5 years of successful experience coaching and developing others.
Experience analyzing problems using financial statements and performance metrics, and developing and recommending effective solutions.
Experience communicating with and advising facility owners, customers, or members regarding standards, policies, and procedures.
Experience resolving member and customer service issues.
Strong interpersonal and communication skills, including the ability to build rapport and trust, understand different personalities and strengths, and adapt communication style accordingly.
Strong complaint management, negotiation, and conflict resolution skills.
Ability to assess business situations, analyze financial data and metrics, and develop and implement strategies that support a successful business model.
Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint.
Knowledge of automobile maintenance and operation.

Nice To Haves

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.

Responsibilities

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.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program (confidential support services).
Company-paid basic life insurance.
Optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service.
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
Paid leave programs, including parental, bereavement, jury duty, and military leave.
Tuition assistance
Professional certification support with 100% reimbursement for eligible programs.
Opportunities for career development and advancement.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.