Emergency Roadside Service Field Representative

About the role

The AAA The Auto Club Group is seeking an Emergency Roadside Service Field Representative to join our team. This position is available in Minnesota and offers a competitive starting salary ranging from $59,134 to $78,852 per year, depending on experience.

Responsibilities

• Represent the interest of the Club within the contractor network
• Facilitate performance across territories
• Manage the overall satisfaction of members with ERS issues
• Analyze metrics and determine where and when additional contractors are needed in a territory
• Screen and evaluate potential contractors, ensuring they meet facility requirements and provide high-quality service
• Act in a consultant manner to represent the interests of the Club
• Facilitate filing and completion of all AAA contracts and requirements
• Orient new contractors with regard to AAA/ACG 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 contractor visits to build relationships and reinforce AAA programs
• Monitor and review contractor Key Performance Indicators (KPIs) and ensure maintenance of automotive standards
• 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
• Conduct required mediation and arbitration necessary 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
• Seek opportunities to 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
• Have 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
• Have experience with communicating and advising facility owners, customers, or members regarding standards, policies, and procedures
• Have experience with resolving member/customer service issues
• Have strong interpersonal and communication skills, including ability to build rapport and trust, understand different personalities and strengths in others, and modify approach accordingly
• Have complaint management, negotiation, and conflict resolution skills
• Have working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)
• Automobile maintenance and operation knowledge
• Experience with technical training in automotive repair and previous experience in the automotive industry
• Preferred qualifications include a Bachelor’s degree in Business Administration, Accounting, Communications, or a related field

Benefits

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

• Annual salary starting between $59,134 and $78,852/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

How we reward our employees

ACG offers a market-competitive structure of fair, equitable, and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.

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.

Work Environment

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