ERS Field Representative

AAA-The Auto Club Group•Marietta, GA

1d•$65,000 - $75,000

About The Position

Why Choose a Career with the AAA The Auto Club Group (ACG) You are great at providing excellent customer service, organized and have an analytical mind. You enjoy a position that will keep you busy, provides you with variety every day and allows you the opportunity to grow professionally. At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that truly cares about their members and employees. Continue reading to see what our Emergency Roadside Service Field Representative opportunities are all about! A day-in-the-life of an ERS Field Representative 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:

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)
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 and previous experience in the automotive industry

Responsibilities

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

Benefits

Annual salary starting between $ 65,000 and $75,000/yr.
Pay rate will be determined based on experience and may exceed starting rate.
Fully paid training
Medical, dental and vision benefits
401k with employer match
Paid parental leave and adoption assistance
Paid Time Off (PTO), company paid holidays, CEO days and floating holidays
Paid volunteer day annually
Tuition assistance program, professional certification reimbursement program and other professional development opportunities
AAA Membership Discounts, perks, rewards and much more