ERS Automotive Field Representative I

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Job description

JOB DESCRIPTION

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do. We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Why Work For Us?

• Great Pay - opportunity to participate in AAA discretionary annual incentive plan or other incentive plans depending upon position
• 401k Matching $1 for $1 company match up to 6% of eligible earnings per pay period
• Benefits Medical, Dental, Vision, wellness program and more!
• Paid Holidays
• Paid Time Off Team Members accrue paid time off monthly with an additional 24 hours per year earmarked for volunteer activities
• Collaborative Environment AAA will value your contribution to providing exceptional service to our members
• Free AAA Classic Membership
• AAA Product Discounts
• Tuition Reimbursement Program

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At AAA, our Team Members strive to deliver amazing service and help our Members outsmart lifes roadblocks. We believe everything you do outside of work adds to who you are at work.

Essential Functions

• Regional accountability includes up to 50 contract stations, 300 technicians with a combined annual spend of $20,000,000.
• Responsible for quality assurance of contractor provided services, as well as compliance with contractual obligations, standards and regulatory requirements, including required training for drivers and battery technicians. Ensures operational standards at or above Club or AAA National Standards.
• Responsible for resolution of escalated member complaints, compliments and other incidents.
• Develop and implement communication plans for the assigned region and contract providers.
• Conduct data-focused conversations, making the case quantitatively and qualitatively.
• Demonstrate and inform about the most effective ways owners, front-line roadside technicians and other contractor staff can interact with AAA members, using various techniques and tools, but without providing direction to service provider staff that would conflict with our independent contractor relationship.
• Consult with Service Providers on setting up and running formal Performance Management Systems for front-line roadside technicians, including data-based feedback and qualitative coaching, incentives, and recognition.
• Demonstrate to Service Providers how to observe and coach front-line roadside technicians on the AAA member interaction.
• Cross support other AFRs as needed, including coverage for PTO or as otherwise needed for extended absence or between assignment of personnel.

Knowledge/Skills/Abilities

• Capability to utilize all business analysis and documentation tools and techniques commonly in use within the enterprise.
• Extensive customer service experience with customer service orientation, ideally in a business to business service industry environment.
• Excellent presentation and public speaking abilities.
• Advanced organizational skills, able to work effectively with multiple and competing priorities.

Education & Experience/Licenses & Certification

• Bachelor's degree in related area or an equivalent combination of education and experience.
• 2 to 4 years regional management, multi-site operational or business consulting experience.
• 2 to 4 years experience and understanding of one or more of the following: Data Analytics, Business Consulting, Automotive Industry, 24/7 service industry, business to business relationship management, or high performance customer service delivery.
• Current valid drivers license in state of residence

Work Environment

• Works 50% in an office environment (main office, satellite offices or contractor locations) sitting at a desk, table or computer workstation for extended periods of time.
• May travel by car, plane or other form of transportation to perform duties.
• Works 50% outdoors at operations sites, incident locations or while accompanying COF or contractor staff when servicing Members.
• Bending, kneeling and stooping as required for duties.
• Works in all weather and all traffic conditions as required.
• Required to respond immediately to any serious incident as primary member of go team within 30 minutes of notice.

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