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ERS Field Representative

Company: AAA Southern New England
Location: Eau Claire
Posted on: November 15, 2022

Job Description:

Introduction

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals - and make a difference. Get started by choosing the career that's right for you.

Overview

About ACG

AAA - The Auto Club Group (ACG) is the second largest AAA club in North America, serving more than 14 million members across 14 U.S. states, the province of Quebec, Puerto Rico, and the U.S. Virgin Islands.

For over 100 years, AAA has provided safety, security, and peace of mind. ACG advances AAAs mission by providing a full suite of products and services to millions of AAA Members, from roadside assistance to insurance to travel support. We pride ourselves on always being there when you need us, delivering the highest level of customer service and value to each and every member. We seek to be a trusted allyon the road and throughout lifes journey.

AAA - The Auto Club Group belongs to the national AAA Federation, which is committed to improving the lives of our combined 60 million members across North America

Compensation

The Auto Club Group offers a competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!

Responsibilities

Job Description





ERS Field Representative The Auto Club Group



What you will do:



The Auto Club Group is seeking reliable and knowledgeable prospectiveERS Field Representativerepresent 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. We are looking for a candidate that is currently living in the state of Minnesota or Wisconsin. The starting hiring salary range is $53,300.00 $71,000.00.



In this position, you will have the opportunity to:

* Recruit, select and onboard 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.





* Enhance 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.





* Resolve 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.





* Complete 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:

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





Requirements

*

  • Tuition Reimbursement





    Qualifications







    Were looking for candidates who:

    Education:



    * High School diploma, GED or Technical school graduate/certification
    * Possession of a good driving record and a valid State drivers 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 using financial data, 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

    * Bachelors 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 its like to work for us:

    We serve our members by making their satisfaction our highest priority. We do whats 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 lifes 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.

Keywords: AAA Southern New England, Eau Claire , ERS Field Representative, Other , Eau Claire, Wisconsin

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