Emergency Road Service, Field Representative

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Job Type:

Full time

 

Exempt/Non Exempt:

 

Salary

Job Description:

 

Position Description

Primary Duties and Responsibilities (details of the basic job functions):

ERS Field Representatives (Field Reps) 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. Starting annual salary range based on experience, $65,000.00 - $72,000.00.

REQUIRED to live in the state of North Carolina.

Areas of focus include:

• Recruiting, selecting, and onboarding contractors to include:

  • analyzing metrics and determining where and when additional contractors are needed in a territory

  • screening and evaluating potential contractors; assessing and ensuring that facility requirements are met and that a high quality of service will be provided

  • acting in a consultant manner to represent the interests of the club

  • facilitating filing and completion of all AAA contracts and requirements

  • orienting new contractors with regard to AAA/ACG operations, procedures, performance metrics and compensation

  • coordinating training for employees of new contractors on procedures and member service expectations.

• Enhancing contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs

  • monitoring and reviewing contractor Key Performance Indicators (KPIs) and ensuring maintenance of automotive standards

  • managing costs per call, discussing potential reasons for high/low KPI scores and trends

  • developing and documenting action plans to help contractors improve performance

  • adjusting contractor territories to optimize response times and coverage

  • managing contract renewal processes

  • providing 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.

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

  • identifying level of involvement needed and, when appropriate, delegating resolution to relevant staff

  • conducting investigations on high priority claims

  • conducting required mediation and arbitration necessary to ensure effective resolution.

• Completing administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations

  • filing and maintaining relevant documentation pertaining to contractors

  • researching industry best practices, new developments and technologies

  • looking for opportunities to promote products and educate the public

  • coordinating contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

Responsible for up to 100 Independent Contract Facilities AAA service performance as set by contract, recruitment, instruction, expense control and contract termination

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

• 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 procedu