ERS Field Representative

Auto Club Group•Atlanta, GA

8d•Onsite

About The Position

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

Requirements

Reside within 60 miles of Atlanta, Georgia
High School Diploma or equivalent (GED)
3 or more years of directly related automotive or customer service experience
Past experience successfully coaching and developing others
Experience analyzing causes of problems based on financial statements and metrics, as well as, developing and recommending solutions
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
No 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

Represent the interest of the Club within the contractor network
Drive the adoption of AAA programs
Facilitate performance across territories
Manage overall member satisfaction with ERS issues
Travel across the network, visiting contractors to build relationships
Discuss contractor performance
Provide advice to contractors
Help contractors fulfill AAA programs
Analyze metrics and determine where and when additional contractors are needed
Screen and evaluate potential contractors
Assess and ensure facility requirements are met
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 with regard to 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
Monitor and review contractor Key Performance Indicators (KPIs)
Ensure maintenance of automotive standards
Manage costs per call
Develop and document action plans to help contractors improve performance
Adjust contractor territories to optimize response times and coverage
Manage contract renewal processes
Provide recognitions for contractors exceeding goals and member expectations
Resolve member complaints and claims
Conduct investigations on high priority claims
Conduct required mediation and arbitration
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