ERS Field Representative

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.

Dearborn, 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.

keywords: compensation,about acg,performance,analysis,management,claims,communication,administration,operations,experience,skills,knowledge,values,education

Full Time

Competitive Compensation and Benefits Package

Overview: <strong>About ACG</strong> <br />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 /><strong><br />Compensation</strong> <br />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!
Responsibilities: <ul type="disc"> <li><span style="font-family: Arial;">Recruit, select and onboard contractors to include:</span></li> <ul type="circle"> <li><span style="font-family: Arial;">Analyzing metrics and determining where and when additional contractors are needed in a territory</span></li> <li><span style="font-family: Arial;">Screening and evaluating potential contractors; assessing and ensuring that facility requirements are met and that a high quality of service will be provided</span></li> <li><span style="font-family: Arial;">Acting in a consultant manner to represent the interests of the club</span></li> <li><span style="font-family: Arial;">Facilitating filing and completion of all AAA contracts and requirements</span></li> <li><span style="font-family: Arial;">Orienting new contractors with regard to AAA/ACG operations, procedures, performance metrics, and compensation</span></li> <li><span style="font-family: Arial;">Coordinating training for employees of new contractors on procedures and member service expectations.</span></li> </ul> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <ul type="disc"> <li><span style="font-family: Arial;">Enhance contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs</span></li> <ul type="circle"> <li><span style="font-family: Arial;">Monitoring and reviewing contractor Key Performance Indicators (KPIs) and ensuring maintenance of automotive standards</span></li> <li><span style="font-family: Arial;">Managing costs per call, discussing potential reasons for high/low KPI scores and trends</span></li> <li><span style="font-family: Arial;">Developing and documenting action plans to help contractors improve performance</span></li> <li><span style="font-family: Arial;">Adjusting contractor territories to optimize response times and coverage</span></li> <li><span style="font-family: Arial;">Managing contract renewal processes</span></li> <li><span style="font-family: Arial;">Providing recognitions for contractors exceeding goals and member expectations</span></li> <li><span style="font-family: Arial;">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.</span></li> </ul> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <ul type="disc"> <li><span style="font-family: Arial;">Resolve member complaints and claims received from member service representatives or other ACG staff</span></li> <ul type="circle"> <li><span style="font-family: Arial;">Identifying the level of involvement needed and, when appropriate, delegating resolution to relevant staff</span></li> <li><span style="font-family: Arial;">Conducting investigations on high priority claims</span></li> <li><span style="font-family: Arial;">Conducting required mediation and arbitration is necessary to ensure effective resolution.</span></li> </ul> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <ul type="disc"> <li><span style="font-family: Arial;">Complete administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations</span></li> <ul type="circle"> <li><span style="font-family: Arial;">Filing and maintaining relevant documentation pertaining to contractors</span></li> <li><span style="font-family: Arial;">Researching industry best practices, new developments, and technologies</span></li> <li><span style="font-family: Arial;">Looking for opportunities to promote products and educate the public</span></li> <li><span style="font-family: Arial;">Coordinating contractor group meetings when appropriate to gather feedback, discuss relevant issues or share best practices.</span></li> </ul> </ul> <br /> <p align="left"><strong><span style="font-family: Arial;">How you will benefit:</span></strong></p> <ul> <li> <p align="left"><span style="font-family: Arial;">Excellent and comprehensive benefits packages are just another reason to work for the Auto Club Group. Benefits include:</span></p> <ul> <li> <p align="left"><span style="font-family: Arial;">401k Match</span></p> </li> <li> <div align="left"><span style="font-family: Arial;">Medical</span></div> </li> <li> <div align="left"><span style="font-family: Arial;">Dental</span></div> </li> <li> <div align="left"><span style="font-family: Arial;">Vision</span></div> </li> <li> <p align="left"><span style="font-family: Arial;">PTO</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Paid Holidays</span></p> </li> <li> <div align="left"><span style="font-family: Arial;">Tuition Reimbursement</span></div> </li> </ul> </li> </ul>
Requirements: <div align="left"><strong><span style="font-family: Arial;">Education:</span></strong></div> <ul type="disc"> <li><span style="font-family: Arial;">High School diploma, GED, or Technical school graduate/certification</span></li> <li><span style="font-family: Arial;">Possession of a good driving record and a valid State driver&rsquo;s license.</span></li> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;</span></div> <div align="left"><strong><span style="font-family: Arial;">Experience:</span></strong></div> <ul type="disc"> <li><span style="font-family: Arial;">3 to 5 years of directly related automotive or customer service experience</span></li> <li><span style="font-family: Arial;">3 to 5 years of successfully coaching and developing others</span></li> <li><span style="font-family: Arial;">Experience analyzing causes of problems based on financial statements and metrics, as well as developing and recommending solutions</span></li> <li><span style="font-family: Arial;">Experience communicating and advising facility owners, customers, or members regarding standards, policies, and procedures&nbsp;</span></li> <li><span style="font-family: Arial;">Experience resolving member/customer service issues</span></li> <li><span style="font-family: Arial;">Technical training in automotive repair</span></li> </ul> <div align="left"><span style="font-family: Arial;">&nbsp;<br /></span><strong><span style="font-family: Arial;">Knowledge and Skills:</span></strong></div> <ul type="disc"> <li><span style="font-family: Arial;">Strong interpersonal and written/verbal communication skills</span></li> <li><span style="font-family: Arial;">Complaint management and conflict resolution skills</span></li> <li><span style="font-family: Arial;">Analytical and negotiation skills</span></li> <li><span style="font-family: Arial;">Ability to review a business situation and use financial data, develop strategies and implement plans to support a successful business model</span></li> <li><span style="font-family: Arial;">Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)</span></li> <li><span style="font-family: Arial;">Automobile maintenance and operation</span></li> </ul> <br /> <div align="left"><strong><span style="font-family: Arial;">What it&rsquo;s like to work for us:</span></strong></div> <p align="left"><span style="font-family: Arial;">We serve our members by making their satisfaction our highest priority. We do what&rsquo;s 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.</span></p> <p align="left"><span style="font-family: Arial;">&nbsp;</span></p> <p align="left"><span style="font-family: Arial;">All in all, we create an inclusive and welcoming environment of diverse backgrounds, experiences and viewpoints, realizing our differences make us stronger.</span></p> <div><strong><span style="font-family: Arial;">&nbsp;</span></strong></div> <div><strong><span style="font-family: Arial;">Who we are:</span></strong></div> <p align="left"><span style="font-family: Arial;">The Auto Club Group helps AAA Members enjoy life&rsquo;s 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.</span></p> <p align="left"><span style="font-family: Arial;">&nbsp;</span></p> <p align="left"><span style="font-family: Arial;">The Auto Club Group has established four long-term enterprise goals:</span></p> <ul> <li> <p align="left"><span style="font-family: Arial;">Long-term, sustainable, profitable growth</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">AAA Membership growth and renewal</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Operational excellence</span></p> </li> <li> <p align="left"><span style="font-family: Arial;">Become the &ldquo;flagship club&rdquo; of the AAA Federation</span></p> </li> </ul> <br />Important Note:<br />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.<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.