Roadside Assistance Territory Manager - Connecticut

AAA Mid-Atlantic•West Hartford, CT

1d•$52,663 - $98,477•Hybrid

About The Position

AAA Club Alliance is looking for a Roadside Assistance Territory Manager to join their team. This role involves growing and managing contractor relationships to ensure the delivery of Roadside Assistance that meets or exceeds Quality Standards. The manager will work closely with local contractors who assist AAA members with Emergency Roadside Assistance. The territory will cover central Connecticut, specifically Hartford County and Tolland County. The position is work-from-home, but the candidate must reside within a commutable distance from the assigned territory and will require frequent travel throughout central Connecticut.

Requirements

Bachelor’s Degree; equivalent experience may be considered in lieu of degree
4+ years’ experience in account or vendor management, business consultation, or business ownership role; or 8+ years’ experience in a dispatch role; or 5+ years’ experience in a fleet supervisory role that includes working with vendors/service providers/drivers.
Experience in complaint handling and arbitration techniques.
Valid driver’s license and good driving record.

Responsibilities

Gathers information/documentation to assist management in determination of eligibility for Roadside Assistance (RA) participation.
Handles or assists in the on-boarding of successful RA candidates after management approval.
Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship.
Provides RA facilities with guidance to improve efficiencies, and reduce costs.
Promotes and supports participation in the delivery of Roadside Assistance by AAR facilities, AAR program by Roadside Assistance providers, and/or the Battery program.
Conducts training sessions on RA procedures and program standards for approved facilities and their employees.
Promotes and supports the AAA equipment programs (Network of Savings) among assigned facilities including but not limited to vendors for equipment, uniforms, services, etc.
Works closely with the Member Relations Department to investigate and make decisions to resolve member complaints within established departmental standards including, but not limited to, service delays, service driver demeanor, service charges, mechanical repairs and vehicle damage.
May inspect vehicles in cases where members allege property damage, mechanical damage, improper repair or other complaints relating to RA service facilities.
Communicates - verbal and written - with AAA Members, Affiliate AAA Clubs and Contract Facilities regarding Roadside Assistance service related damage complaints or service issues.
Inspects Roadside Assistance facilities and equipment as needed to resolve Member issues.
Utilizes most current recruitment tools and processes to recruit Roadside Assistance facilities to ensure each assigned territory is adequately serviced to respond to members' service requests in order to meet/exceed AAA Quality Standards.
Respond to inquiries from interested facilities (RA) and outlines the appropriate program(s) to the owners. Will conduct equipment evaluation(s) to ensure standards can be met.
May provide guidance or assistance in helping prospective RA owners to start up a new business.
Analyzes performance gaps and service issues and reports findings to management, taking independent action as appropriate.
Interacts with the Payments Department to investigate and make decisions to resolve any billing disputes with a contract facility.
Develops skills and proficiency to manage projects with minimal supervision, working with Automotive Solutions Management on the development of new programs or enhancements to current programs.
Attends towing association meetings, trade shows, etc., to maintain a positive working relationship with the towing industry.
Other duties as assigned.