AAA Emergency Roadside Field Representative
The Auto Club Group, Tallahassee, FL, United States
ERS Field Representative - The Auto Club Group
The Auto Club Group is seeking reliable and knowledgeable prospective ERS Field Representative to represent the interest of the Club within the contractor network, playing a critical role in 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. Required to live in Florida and will cover the Melbourne/Daytona East coast of Florida area. Starting annual salary is $54,600 - $73,000.00 based on experience.
In this position, you will have the opportunity to:
Recruit, select and onboard contractors to include:
Analyze metrics and determine where and when additional contractors are needed in a territory
Screen and evaluate potential contractors; assess and ensure that facility requirements are met and that a high quality of service will be provided
Act as a consultant 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
Manage costs per call, discuss potential reasons for high/low KPI scores and trends
Develop and document 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
May also discuss contractor business needs and long-term strategies for growth, as well as suggest resources and ideas for improving financial performance as needed
Resolve member complaints and claims received from member service representatives or other ACG staff
Identify level of involvement needed and, when appropriate, delegate resolution to relevant 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
File and maintain relevant documentation pertaining to contractors
Research industry best practices, new developments and technologies
Look for opportunities to promote products and educate the public
Coordinate contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices
Supervisory Responsibilities Responsible for up to 100 Independent Contract Facilities AAA service performance as set by contract, recruitment, instruction, expense control and contract termination.
How you will benefit
Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
401k Match
Medical
Dental
Vision
PTO
Paid Holidays
Tuition Reimbursement
Qualifications Education
High School diploma, GED or Technical school graduate/certification
Possession of a good driving record and a valid State driver's license.
Experience
3 to 5 years of directly related automotive or customer service experience
3 to 5 years of successfully coaching and developing others
Experience analyzing causes of problems based on financial statements and metrics, as well as developing and recommending solutions
Experience communicating and advising facility owners, customers or members regarding standards, policies and procedures
Experience resolving member/customer service issues
Technical training in automotive repair
Knowledge and Skills
Strong interpersonal and written/verbal communication skills
Complaint management and conflict resolution skills
Analytical and negotiation skills
Ability to review a business situation and use financial data to 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
Preferred Qualifications
Bachelor's degree in Business Administration, Accounting, Communications or a related field is preferred.
Technical training in automotive repair and previous experience in the automotive industry.
What it's like to work for us We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.
All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.
Who we are The Auto Club Group helps AAA Members enjoy life's journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 14 states in the upper Midwest and the Southeast.
The Auto Club Group has established four long-term enterprise goals:
Long-term, sustainable, profitable growth
AAA Membership growth and renewal
Operational excellence
Become the "flagship club" of the AAA Federation
Important Note The above statements describe the principle 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 fulfil these requirements.
The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action 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.
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In this position, you will have the opportunity to:
Recruit, select and onboard contractors to include:
Analyze metrics and determine where and when additional contractors are needed in a territory
Screen and evaluate potential contractors; assess and ensure that facility requirements are met and that a high quality of service will be provided
Act as a consultant 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
Manage costs per call, discuss potential reasons for high/low KPI scores and trends
Develop and document 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
May also discuss contractor business needs and long-term strategies for growth, as well as suggest resources and ideas for improving financial performance as needed
Resolve member complaints and claims received from member service representatives or other ACG staff
Identify level of involvement needed and, when appropriate, delegate resolution to relevant 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
File and maintain relevant documentation pertaining to contractors
Research industry best practices, new developments and technologies
Look for opportunities to promote products and educate the public
Coordinate contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices
Supervisory Responsibilities Responsible for up to 100 Independent Contract Facilities AAA service performance as set by contract, recruitment, instruction, expense control and contract termination.
How you will benefit
Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:
401k Match
Medical
Dental
Vision
PTO
Paid Holidays
Tuition Reimbursement
Qualifications Education
High School diploma, GED or Technical school graduate/certification
Possession of a good driving record and a valid State driver's license.
Experience
3 to 5 years of directly related automotive or customer service experience
3 to 5 years of successfully coaching and developing others
Experience analyzing causes of problems based on financial statements and metrics, as well as developing and recommending solutions
Experience communicating and advising facility owners, customers or members regarding standards, policies and procedures
Experience resolving member/customer service issues
Technical training in automotive repair
Knowledge and Skills
Strong interpersonal and written/verbal communication skills
Complaint management and conflict resolution skills
Analytical and negotiation skills
Ability to review a business situation and use financial data to 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
Preferred Qualifications
Bachelor's degree in Business Administration, Accounting, Communications or a related field is preferred.
Technical training in automotive repair and previous experience in the automotive industry.
What it's like to work for us We serve our members by making their satisfaction our highest priority. We do what's right by sustaining an open, honest and ethical work environment. We lead in everything we do by offering best-in-class products, benefits and services. And we value our employees by seeking the best talent, rewarding high performance and holding ourselves accountable.
All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.
Who we are The Auto Club Group helps AAA Members enjoy life's journey with peace of mind by providing innovative solutions, advocacy and membership benefits wherever and whenever they need them. We currently conduct business in 14 states in the upper Midwest and the Southeast.
The Auto Club Group has established four long-term enterprise goals:
Long-term, sustainable, profitable growth
AAA Membership growth and renewal
Operational excellence
Become the "flagship club" of the AAA Federation
Important Note The above statements describe the principle 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 fulfil these requirements.
The Auto Club Group, and all of its affiliated companies, is an equal opportunity/affirmative action 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.
#J-18808-Ljbffr