Remote Service Monitor

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.

Lansing, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA.

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Full Time

Competitive Compensation and Benefits Package

Overview: <br /> <p>The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America.<br /><br /></p> <p>The Auto Club Group offers competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership, and much more!<br /><br /><br /></p> <div><span style="font-size: medium;"><strong>WORK ENVIRONMENT:</strong></span></div> <p>Remote Position &ndash; Working from home</p>
Responsibilities: <p>Works in partnership with Field staff to achieve departmental performance standards, ensure quality service to members, and mediate/resolved member complaints. Investigates, mediates, and resolves complaints regarding service, vehicle damage, battery service, etc. Utilizes various resources (e.g. inspection results and photos, repair estimates, existing AAA policies and procedures, and information obtained from interviews with members, repair shops, contractors, ASE certified field staff, etc.) to determine the extent of damages and liability.&nbsp;May work closely with internal departments such as the call center and Field staff and interpret/clarify AAA Roadside Assistance policies and procedures during the complaint resolution process. Utilizes the Comment Tracking System (CTS) to document and track all activities involving each case. Communicates with the Field staff on a regular basis to keep them apprised of any service deficiencies involving the contractor network. Prepares check requests and adjusts service provider monetary account balances when applicable.&nbsp;&nbsp;<br />&nbsp;&nbsp;</p>
Requirements: <br /> <div><strong>Required Qualifications:</strong></div> <ul> <li> <div><span style="font-family: Arial;">High School diploma, GED, or equivalent</span></div> </li> <li> <div>Must qualify, obtain, and maintain all applicable state licenses required for selling and/or servicing Auto Club Group products.</div> </li> </ul> <div><span style="font-family: Arial;">&nbsp;</span></div> <div><strong><span style="font-family: Arial;">Experience:</span></strong></div> <p>&nbsp;</p> <ul> <li><span style="font-family: arial;"><span style="font-size: medium;">Responding to customer inquiries and/or complaints</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Preparing and analyzing reports</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Utilizing a personal computer and navigating through a Windows environment</span></span></li> </ul> <p>&nbsp;</p> <div><span style="font-size: medium;"><strong><span style="font-family: arial;">Knowledge and Skills:</span></strong></span></div> <p>&nbsp;</p> <ul> <li><span style="font-family: arial;"><span style="font-size: medium;">Strong telephone etiquette skills</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Organization and planning</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Strong problem-solving, decision-making skills, and investigation skills</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Effective verbal and written communication skills</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Mediate complaints between members and AAA service providers</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Comprehend and interpret AAA Roadside Assistance instructions/rules and towing procedures</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Prepare statistical reports for management review</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Work independently with minimal supervision</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Make decisions and use good judgment in the absence of detailed procedures</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Maintain records and document case files</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Access multiple AAA Roadside Assistance and membership information systems to obtain and identify AAA membership history</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Coordinates complimentary memberships, Roadside Assistance entitlement credits, prepares check requests, and adjusts contractor monetary accounts balances when appropriate</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Accurately operate a calculator and perform basic math calculations to include addition, subtraction, multiplication, and division</span></span></li> <li><span style="font-family: arial;"><span style="font-size: medium;">Complete AAA Battery Service 101</span></span></li> </ul> <br /><strong><br />PREFERRED:</strong><br /> <ul> <li>College-level course work in Business Administration, Communications or a related field</li> <li>Claims adjusting</li> <li>Automotive maintenance/repair industry (e.g. automotive repair technician, service advisor, etc.)</li> </ul> <br /><br />Important Note: The above statements describe the principal 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 fulfill these requirements.<br /> <br />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.