Emergency Roadside Service Field Representative at Auto Club Group (ACG) in MN-HMMN Empl Work From Home

Job description

Job Type: Full time Exempt/Non Exempt: Salary Job Description: Location Details: Hybrid in Minnesota. Applicants for this position must reside in Minnesota. This position is currently able to work remotely from a home office location for day-to-day operations unless occasional travel for meetings with stakeholders/contractors, collaborative activities, or team building activities is specified by leadership. This is subject to change based on amendments and/or modifications to the ACG Flex Work policy. Position Schedule / Shift : Monday through Friday normal office hours with additional hours as required. Position Summary : ERS Field Representatives (Field Reps) are passionate advocates for both AAA and its members, serving as vital partners within the contractor network. They play a key role in driving the adoption of AAA programs, enhancing performance across territories, and ensuring exceptional member experiences by proactively addressing emergency roadside service-related concerns. Through regular travel and in-person visits, Field Reps build strong, collaborative relationships with contractors, providing guidance, sharing performance insights, and supporting the successful implementation of programs that improve operational efficiency and elevate member satisfaction. Key Responsibilities : 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. Qualifications : Required • High School diploma, GED, or Technical School graduate/certification. • Possession of a valid state driver's license with a good driving record. • 3 to 5 years of directly related automotive or customer service experience. • 3 to 5 years of successful experience coaching and developing others. • Experience analyzing problems using fina