Emergency Roadside Service Field Representative

About AAA The Auto Club Group

AAA The Auto Club Group (ACG) is a major player in membership, travel, insurance, and financial services, serving over 14 million members and customers across 14 states and 2 U.S. territories. We're the second-largest AAA club in North America, committed to providing top-notch service and helping our members enjoy life's journey. We're investing in advanced technology, innovative products, and a highly skilled workforce to continue our legacy of excellence. We value diversity and inclusion, believing that our differences make us stronger.

The Role: Emergency Roadside Service Field Representative

This isn't your average 9-to-5. As an ERS Field Representative, you'll be the face of AAA within our contractor network, ensuring members receive exceptional roadside assistance. This is a hands-on role requiring travel and strong relationship-building skills. You'll be based in an area west of Fargo, ND. This is not a remote position.

What You'll Do:

• Analyze performance metrics to identify areas needing additional contractors.
• Screen and evaluate potential contractors, ensuring they meet AAA standards.
• Act as a consultant, representing AAA's interests within the contractor network.
• Manage AAA contracts and ensure compliance.
• Onboard new contractors, providing training on AAA operations and member service.
• Conduct regular contractor visits to build relationships and reinforce AAA programs.
• Monitor and review contractor KPIs, maintaining automotive standards.
• Manage costs per call, analyzing trends and developing improvement plans.
• Optimize contractor territories for efficient response times and coverage.
• Manage contract renewal processes.
• Recognize high-performing contractors.
• Resolve member complaints and claims.
• Conduct investigations on high-priority claims.
• Conduct mediation and arbitration as needed.
• Handle administrative duties, especially during emergencies or severe weather.
• Maintain contractor documentation.
• Research industry best practices and new technologies.
• Promote AAA products and educate the public.
• Coordinate contractor meetings.

What We're Looking For:

• Education: High School Diploma or equivalent (GED).
• Experience: 3+ years in automotive or customer service, with experience coaching and developing others. Experience analyzing financial statements and metrics to develop solutions is a must. Experience communicating with facility owners, customers, or members regarding standards, policies, and procedures is also required. Proven ability to resolve member/customer service issues.
• Skills: Excellent interpersonal and communication skills; complaint management, negotiation, and conflict resolution skills; ability to analyze business situations using financial data and develop improvement strategies; working knowledge of Microsoft Office Suite; understanding of automobile maintenance and operation.
• Licenses/Certifications: Valid driver's license with a clean driving record; ability to pass a DOT physical/certification process.

Preferred Qualifications:

• Bachelor's degree in Business Administration, Accounting, Communications, or a related field.
• Technical training in automotive repair and experience in the automotive industry.

Compensation and Benefits:

• Salary: $60,000-$72,000/year (based on experience).
• Fully paid training.
• Comprehensive benefits package (medical, dental, vision).
• 401(k) with employer match.
• Paid parental leave and adoption assistance.
• Paid Time Off (PTO), company-paid holidays, and floating holidays.
• Paid volunteer day.
• Tuition assistance and professional development opportunities.
• AAA Membership.
• Discounts and perks.

Work Environment:

Frequent travel (up to 75% of work time) with exposure to road hazards and varying weather conditions.

Equal Opportunity Employer:

AAA The Auto Club Group 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. Regular and reliable attendance is essential. A background check and drug screen are required.