Emergency Roadside Service Field Representative

$72,000 - $72,000/Yr

AAA

Full-time - Entry Level

Onsite

Administrative and Support Services

About the position

The Emergency Roadside Service (ERS) Field Representative at AAA The Auto Club Group plays a vital role in representing the interests of the Club within the contractor network. This position involves traveling across territories to build relationships with contractors, ensuring they meet AAA standards, and enhancing member satisfaction through effective performance management. The role requires strong analytical skills to assess contractor performance and make recommendations for improvement, as well as the ability to resolve member complaints and facilitate training for new contractors.

Responsibilities

• Represent the interests of the Club within the contractor network.
• Analyze metrics to determine contractor needs in a territory.
• Screen and evaluate potential contractors to ensure quality service.
• Act as a consultant to contractors regarding AAA operations and performance metrics.
• Coordinate training for new contractors on procedures and member service expectations.
• Conduct regular contractor visits to enhance business performance and reinforce AAA programs.
• Monitor contractor Key Performance Indicators (KPIs) and automotive standards.
• Manage costs per call and discuss KPI trends with contractors.
• Develop action plans to improve contractor performance.
• Adjust contractor territories to optimize response times and coverage.
• Manage contract renewal processes and provide recognition for exceeding goals.
• Resolve member complaints and conduct investigations on high priority claims.
• Complete administrative duties related to emergency assistance during challenging situations.
• Research industry best practices and promote AAA products.
• Coordinate contractor group meetings to gather feedback and share best practices.

Requirements

• High School Diploma or equivalent (GED).
• 3 or more years of automotive or customer service experience.
• Experience in coaching and developing others.
• Ability to analyze financial statements and metrics to recommend solutions.
• Experience in communicating with facility owners and resolving service issues.
• Strong interpersonal and communication skills.

Nice-to-haves

• Bachelor's degree in Business Administration, Accounting, Communications, or a related field.
• Technical training in automotive repair and previous automotive industry experience.

Benefits

• Annual salary starting between $60,000 and $72,000/yr.
• 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 and professional certification reimbursement.