Emergency Roadside Service Field Representative (Milwaukee, WI)
ACS Auto Club Services, Inc., Lincoln, Nebraska, United States
It’s a great time to join AAA The Auto Club Group!
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type:
Full time Exempt/Non Exempt:
Salary Job Description:
Why Choose a Career with the AAA The Auto Club Group (ACG)
You are great at providing excellent customer service,
organized
and have an analytical mind. You enjoy a position that will keep you busy, provides you with variety every
day
and allows you the opportunity to grow professionally.
At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that
truly cares
about their members and employees. Continue reading to see what our
Emergency Roadside
Service
Field Representative opportunities
are all about!
A day-in-the-life
of an ERS Field Representative -
Must be able to commute to
Milwaukee, WI.
Our Field Representatives
represen
t
the interest of the Club within the contractor network, playing a critical role in the driving the adoption of AAA programs,
facilitating
performance across territories, and managing the overall satisfaction of members with ERS issues.
ERS Field Reps travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help contractors fulfill AAA programs that will enhance efficiency and increase member satisfaction.
In this role, you will also
have the opportunity to
:
Analyze metrics and
determining
where and when
additional
contractors are needed in a
territory
May require up to 75% travel.
Screen and evaluat
e
potential contractors; assessing and ensuring that facility requirements are
met
and
a
high quality of service will be provided
Act in a consultant manner to
represent
the interests of the
C
lub
Facilitat
es
filing and completion of all AAA contracts and
requirements
Orient
s
new contractors
with regard to
AAA
/
ACG operations, procedures, performance
metrics
and
compensation
Coordinat
es
training for employees of new contractors on procedures and member service expectations
Enhanc
es
contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA
programs
Monitor
s
and review
s
contractor Key Performance Indicators (KPIs) and ensur
es
maintenance of automotive
standards
Manag
es
costs per call, discussing potential reasons for high
/
low KPI scores and
trends
Develop
s
and document
s
action plans to help contractors improve
performance
Adjust
s
contractor territories to
optimize
response times and
coverage
Manag
es
contract renewal
processes
Provid
es
recognitions for contractors exceeding goals and member
expectations
Resolv
es
member complaints and claims received from member service representatives or other ACG
staff
Conduct
s
investigations on high priority
claims
Conduct
s
required mediation and arbitration necessary to ensure effective
resolutio
n
Complet
es
administrative duties related to providing elevated ERS
assistance
during emergency or challenging weather
situations
Fil
es
and
maintaining
relevant documentation
pertaining to
contractors
Research
es
industry best practices, new
developments
and technologies
Seeks
opportunities to promote products and educate the
public
Coordinat
es
contractor group meetings
to
gather feedback, discuss relevant issues or share best
practices
How we reward our employees:
In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages:
Annual salary
starting
between
$
56,014
.00
and $
74,600
.
0
0
.
P
a
y
rate
will be
determined
based on experience and may exceed
starting
rate
.
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, professional certification reimbursement
program
and other professional development opportunities
AAA Membership
Discounts,
perks
, rewards and much more
We are looking for candidates
who:
Education
Possess
a
High School Diploma or equivalent (GED)
Experience
Have
3
or more
years of
directly related
automotive or customer service experience
and
past experience
successfully coaching and developing
others
Have e
xperience analyzing causes of problems based on financial statements and metrics, as well as
,
developing and recommending solutions
Possess e
xperience
with
communicating and advising facility owners,
customers
or
members
regarding
standards,
policies
and procedures
Experienced with
resolving member/customer service issues
Knowledge and Skills:
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.
Ability to review a business situation and
using
financial data/metrics, develop
strategies
and implement plans to support a successful business model.
Working knowledge of Microsoft applications (
e.g.
Word, Excel, PowerPoint)
Automobile maintenance and operation
Certifications / Licensure
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
Preferred Qualifications
Bachelor’s degree in Business Administration
, Accounting,
Communications
or a related fie
ld
Technical training in automotive repair and
previous
experience in the automotive industry
Work Environment
Freque
nt travel
required
(up to 75
% of work time) with exposure to road hazards and temperature extremes.
Interested in learning more? Apply Today! #Appcast
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.
And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.
We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.
To learn more about AAA The Auto Club Group visit
www.aaa.com
Important Note:
ACG’s Compensation philosophy is to provide 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.
The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.
This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.
Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
Regular and reliable attendance is essential for the function of this job.
AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.
JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD
Job Type:
Full time Exempt/Non Exempt:
Salary Job Description:
Why Choose a Career with the AAA The Auto Club Group (ACG)
You are great at providing excellent customer service,
organized
and have an analytical mind. You enjoy a position that will keep you busy, provides you with variety every
day
and allows you the opportunity to grow professionally.
At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that
truly cares
about their members and employees. Continue reading to see what our
Emergency Roadside
Service
Field Representative opportunities
are all about!
A day-in-the-life
of an ERS Field Representative -
Must be able to commute to
Milwaukee, WI.
Our Field Representatives
represen
t
the interest of the Club within the contractor network, playing a critical role in the driving the adoption of AAA programs,
facilitating
performance across territories, and managing the overall satisfaction of members with ERS issues.
ERS Field Reps travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help contractors fulfill AAA programs that will enhance efficiency and increase member satisfaction.
In this role, you will also
have the opportunity to
:
Analyze metrics and
determining
where and when
additional
contractors are needed in a
territory
May require up to 75% travel.
Screen and evaluat
e
potential contractors; assessing and ensuring that facility requirements are
met
and
a
high quality of service will be provided
Act in a consultant manner to
represent
the interests of the
C
lub
Facilitat
es
filing and completion of all AAA contracts and
requirements
Orient
s
new contractors
with regard to
AAA
/
ACG operations, procedures, performance
metrics
and
compensation
Coordinat
es
training for employees of new contractors on procedures and member service expectations
Enhanc
es
contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA
programs
Monitor
s
and review
s
contractor Key Performance Indicators (KPIs) and ensur
es
maintenance of automotive
standards
Manag
es
costs per call, discussing potential reasons for high
/
low KPI scores and
trends
Develop
s
and document
s
action plans to help contractors improve
performance
Adjust
s
contractor territories to
optimize
response times and
coverage
Manag
es
contract renewal
processes
Provid
es
recognitions for contractors exceeding goals and member
expectations
Resolv
es
member complaints and claims received from member service representatives or other ACG
staff
Conduct
s
investigations on high priority
claims
Conduct
s
required mediation and arbitration necessary to ensure effective
resolutio
n
Complet
es
administrative duties related to providing elevated ERS
assistance
during emergency or challenging weather
situations
Fil
es
and
maintaining
relevant documentation
pertaining to
contractors
Research
es
industry best practices, new
developments
and technologies
Seeks
opportunities to promote products and educate the
public
Coordinat
es
contractor group meetings
to
gather feedback, discuss relevant issues or share best
practices
How we reward our employees:
In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages:
Annual salary
starting
between
$
56,014
.00
and $
74,600
.
0
0
.
P
a
y
rate
will be
determined
based on experience and may exceed
starting
rate
.
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, professional certification reimbursement
program
and other professional development opportunities
AAA Membership
Discounts,
perks
, rewards and much more
We are looking for candidates
who:
Education
Possess
a
High School Diploma or equivalent (GED)
Experience
Have
3
or more
years of
directly related
automotive or customer service experience
and
past experience
successfully coaching and developing
others
Have e
xperience analyzing causes of problems based on financial statements and metrics, as well as
,
developing and recommending solutions
Possess e
xperience
with
communicating and advising facility owners,
customers
or
members
regarding
standards,
policies
and procedures
Experienced with
resolving member/customer service issues
Knowledge and Skills:
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.
Ability to review a business situation and
using
financial data/metrics, develop
strategies
and implement plans to support a successful business model.
Working knowledge of Microsoft applications (
e.g.
Word, Excel, PowerPoint)
Automobile maintenance and operation
Certifications / Licensure
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
Preferred Qualifications
Bachelor’s degree in Business Administration
, Accounting,
Communications
or a related fie
ld
Technical training in automotive repair and
previous
experience in the automotive industry
Work Environment
Freque
nt travel
required
(up to 75
% of work time) with exposure to road hazards and temperature extremes.
Interested in learning more? Apply Today! #Appcast
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.
And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.
We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.
To learn more about AAA The Auto Club Group visit
www.aaa.com
Important Note:
ACG’s Compensation philosophy is to provide 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.
The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.
This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.
Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.
The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.
Regular and reliable attendance is essential for the function of this job.
AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.