Emergency Roadside Field Representative

About the role

The Auto Club Group (ACG) is seeking an Emergency Roadside Service (ERS) Field Representative to join our team. This role involves representing ACG within the contractor network, managing relationships, and enhancing member satisfaction.

Responsibilities

• Analyze metrics and determine where additional contractors are needed in a territory
• Screen and evaluate potential contractors, ensuring they meet facility requirements and provide high-quality service
• Communicate with contractors to discuss performance, provide advice, and assist with fulfilling AAA programs
• Facilitate the filing and completion of all AAA contracts and requirements
• Orient new contractors on AAA/Auto Club Group 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 visits to build relationships and reinforce AAA programs
• Maintain and review contractor Key Performance Indicators (KPIs) and ensure maintenance of automotive standards
• Manage costs per call, discuss potential reasons for high/low KPI scores and trends, and develop 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 received from member service representatives or other ACG staff
• Conduct investigations on high-priority claims
• Participate in required mediation and arbitration to ensure effective resolution
• Complete administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations
• Research industry best practices, new developments, and technologies
• Promote products and educate the public
• Coordinate contractor group meetings to gather feedback, discuss relevant issues, or share best practices

Qualifications

• Possess a High School Diploma or equivalent (GED)
• Have 3 or more years of directly related automotive or customer service experience
• 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
• 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
• Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)
• 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

Skills

• Strong interpersonal and communication skills
• Ability to build rapport and trust
• Understand different personalities and strengths in others
• Modify approach accordingly
• Complaint management, negotiation, and conflict resolution skills
• Review a business situation and develop strategies and implement plans to support a successful business model
• Working knowledge of Microsoft applications
• Automobile maintenance and operation

Benefits

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages, including:

• Annual salary starting between $65,000 and $75,000/yr.
• Fully paid training
• Medical, dental, and vision benefits
• 401(k) 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

Who We Are

Become a part of something bigger. The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America. By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

How We Reward Our Employees

ACG offers a competitive starting salary and a comprehensive benefits package, including:

• Annual salary starting between $65,000 and $75,000/yr.
• Pay rate determined based on experience and may exceed starting rate
• Full medical, dental, and vision benefits
• 401(k) 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

Work Environment

Frequent travel required (up to 75% of work time) with exposure to road hazards and temperature extremes.