Emergency Roadside Service Field Representative

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Represent the Club's interests within the contractor network, playing a vital role in promoting the adoption of AAA programs, enhancing performance across regions, and managing member satisfaction regarding ERS issues.

• Travel throughout the network to meet with contractors, fostering relationships, discussing their performance, offering advice, and assisting them in implementing AAA programs that boost efficiency and member satisfaction.

• Analyze performance metrics to identify the need for additional contractors in specific territories.

• Screen and evaluate potential contractors, ensuring compliance with facility requirements and delivering high-quality service.

• Act as a consultant to advocate for the Club's interests.

• Facilitate the filing and completion of all AAA contracts and requirements.

• Orient new contractors regarding AAA/ACG operations, procedures, performance metrics, and compensation structures.

• Coordinate training for new contractor employees on procedures and member service expectations.

• Enhance contractor business performance through regular visits to strengthen relationships and reinforce AAA programs.

• Monitor and assess contractor Key Performance Indicators (KPIs) to ensure compliance with automotive standards.

• Manage costs per call by discussing potential reasons behind high or low KPI scores and identifying trends.

• Develop and document action plans aimed at improving contractor performance.

• Adjust contractor territories to maximize response times and coverage.

• Oversee the contract renewal processes.

• Provide recognition to contractors who surpass goals and meet member expectations.

• Resolve member complaints and claims received from member service representatives or other ACG staff.

• Conduct investigations into high-priority claims.

• Carry out necessary mediation and arbitration to ensure effective resolutions.

• Complete administrative tasks related to delivering elevated ERS support during emergencies or adverse weather conditions.

• Maintain and file relevant documentation associated with contractors.

• Research industry best practices, new developments, and emerging technologies.

• Seek opportunities to promote products and educate the public.

• Organize contractor group meetings to gather feedback, discuss pertinent issues, and share best practices.

⛳️ Requirements

• Must possess a High School Diploma or equivalent (GED).

• Have a minimum of 3 years of directly related automotive or customer service experience, along with a proven track record in coaching and developing others.

• Experience in analyzing problem causes based on financial statements and metrics, as well as formulating and recommending solutions.

• Proven experience in communicating with and advising facility owners, customers, or members regarding standards, policies, and procedures.

• Skilled in resolving member/customer service issues.

• Strong interpersonal and communication abilities, including the capacity to establish rapport and trust, understand diverse personalities and strengths, and adapt approaches accordingly.

• Proficient in complaint management, negotiation, and conflict resolution.

• Ability to assess business situations and, utilizing financial data/metrics, develop strategies and implement plans supporting a successful business model.

• Familiarity with Microsoft applications (e.g., Word, Excel, PowerPoint).

• Valid state driver's license and an excellent driving record, with no physical restrictions that would prevent driving during the day or night or for extended periods.

🏝️ Benefits

• 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.

• Annual paid volunteer day.

• Tuition assistance program, professional certification reimbursement program, and other professional development opportunities.

• AAA Membership Discounts, perks, rewards, and much more.