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.
We work hard to create an environment where you can thrive and where you use your skills and talents to help us deliver legendary Member service. You’ll help have a positive impact on the diverse communities we serve, too.
Our Emergency Roadside Service (ERS) Automotive Field Representative (AFR) is responsible for oversight and management of contract service providers within their assigned territory of the Emergency Road Service organization. Will serve as trusted advisor to Service Providers, with the ability to influence the behavior of those provides who are contracted, or wish to be contracted, with AAA. Provide guidance, support, and dispute resolution management and deliver business advice to contracted facilities of diverse scope and complexity. Using business knowledge, industry expertise and consulting expertise you will assist providers in delivering an outstanding Member Experience and improving performance in imaginative ways. Works and collaborates with others on the ERS team and related departments in either a lead or support role as business needs demand.
* Job Description*
Essential Functions
* 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
* Serve as trusted advisor and consultant to influence the behavior of those who do not work for you by demonstrating credibility, confidence, and authority.
* Conduct data-focused conversations, making the case quantitatively and qualitatively. Use Excel-generated charts and other tools to communicate incentives and results to Service Providers in the most compelling way. “Tell and show why”
* 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
* Coordinates efforts to gather and share best practices among assigned providers
* Consult with Service Providers on technical business essentials. Refer Service Providers to outsourced learning and expertise for increasing the sophistication of their financial tools and practices, including recruiting and hiring practices, payroll, health insurance and workers comp, working with accounting/bookkeeping, and strategic planning skills
* 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
* Demonstrated collaboration skills to enable working effectively with others within the NCNU team, contractor network and other stakeholders
* Proficient in the use and development of operational / product / financial concepts as they apply to business unit and AAA
* Effective at problem solving and developing solutions
* Advanced interpersonal and inter-departmental communication skills
* Understanding and appreciation of AAA business strategy
* Understanding of the use and development of service provider operational models and related reporting software
* Understanding of the use and troubleshooting for specialized software used in the AAA footprint
* Understanding and/or experience with 24/7 service industry environment
* Excellent presentation and public speaking abilities
* Advanced organizational skills, able to work effectively with multiple and competing priorities
* Strong mathematical and business writing skills
* Strong time management skills
* Proficiency in Microsoft Office systems of Word, Excel, and PowerPoint
* Strong typing skills are desired (at least 40 and ideally 60 words per minute)
* 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

To Apply: https://www.jobg8.com/ATSApply.aspx?e6qBK%2biM1ulnseCCKBEonAi