Emergency Roadside Service Field Representative

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  

Our Field Representatives represent 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. 

Candidates for this role must reside within 60 miles of Atlanta, Georgia.

 

In this role, you will also have the opportunity to:  

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

• Screen and evaluate 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 Club 

• Facilitates filing and completion of all AAA contracts and requirements 

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

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

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

• Monitors and reviews contractor Key Performance Indicators (KPIs) and ensures maintenance of automotive standards 

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

• Develops and documents action plans to help contractors improve performance 

• Adjusts contractor territories to optimize response times and coverage 

• Manages contract renewal processes 

• Provides recognitions for contractors exceeding goals and member expectations 

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