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AAA-The Auto Club Group · 9 hours ago

Emergency Roadside Service Field Representative (Milwaukee, WI)

Home, KS

Full-time

Onsite

Mid Level

$56K/yr - $75K/yr

3+ years exp

AAA The Auto Club Group is seeking an Emergency Roadside Service Field Representative to provide excellent customer service and manage contractor relationships. The role involves analyzing metrics, training new contractors, and ensuring high-quality service delivery to enhance member satisfaction.

Responsibilities

Must be able to commute to Milwaukee, WI

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

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

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

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

Conducts investigations on high priority claims

Conducts required mediation and arbitration necessary to ensure effective resolution

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

Files and maintaining relevant documentation pertaining to contractors

Researches industry best practices, new developments and technologies

Seeks opportunities to promote products and educate the public

Coordinates contractor group meetings to gather feedback, discuss relevant issues or share best practices

Qualification

Automotive experienceCustomer service experienceAnalytical skillsMicrosoft applicationsInterpersonal skillsConflict resolutionCoaching skillsTraining coordinationNegotiation skillsDocumentation skillsProblem-solving skills

Required

Possess a High School Diploma or equivalent (GED)

Have 3 or more years of directly related automotive or customer service experience and 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

Possess experience with communicating and advising facility owners, customers or members regarding standards, policies and procedures

Experienced with resolving member/customer service issues

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

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

Must be able to commute to Milwaukee, WI