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. http://michigan.aaa.com/

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Competitive Compensation and Benefits Package

Overview: <p class="MsoNormal" style="margin: 0in 0in 0pt;"><span style="font-family: Arial;">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. </span></p>
Responsibilities: <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial;"><span style="font-family: Arial;">ERS Field Representatives (Field Reps) represent the interest of the Club within the contractor network, playing a critical role in driving the adoption of AAA programs, facilitating performance across territories, and managing the overall satisfaction of members with ERS issues. ERS Field Reps travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help contractors fulfill AAA programs that will enhance efficiency and increase member satisfaction. </span></span></p> <div>&nbsp;</div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial;">Areas of focus include:</span></p> <ul type="disc"> <li><span style="font-family: Arial;">Recruiting, selecting and onboarding contractors to include:</span> <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> </li> </ul> <ul type="disc"> <li><span style="font-family: Arial;">Enhancing contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs</span> <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> </li> </ul> <ul type="disc"> <li><span style="font-family: Arial;">Resolving member complaints and claims received from member service representatives or other ACG staff</span> <ul type="circle"> <li><span style="font-family: Arial;">identifying 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 necessary to ensure effective resolution.</span></li> </ul> </li> </ul> <ul type="disc"> <li><span style="font-family: Arial;">Completing administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations</span> <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> </li> </ul> <div><u><span style="font-family: Arial;">&nbsp;</span></u></div> <div><u><span style="font-family: Arial;">Supervisory Responsibilities:</span></u></div> <p style="margin-top: 0px; margin-bottom: 0px;"><span style="font-family: Arial;">Responsible for up to 100 Independent Contract Facilities AAA service performance as set by contract, recruitment, instruction, expense control and contract termination</span></p>
Requirements: <p style="font-weight: 400;">PREFERRED:</p> <ul style="font-weight: 400;"> <li>Bachelor&rsquo;s degree in Business Administration, Accounting, Communications or a related field, is preferred</li> <li>Technical training in automotive repair</li> </ul> <p style="font-weight: 400;">WORK ENVIRONMENT</p> <p style="margin-top: 0px; margin-bottom: 0px;"><span>Frequent travel required (up to 60% of work time) with exposure to road hazards and temperature extremes.</span></p> <p style="margin-top: 0px; margin-bottom: 0px;"><span><strong><u>Required Qualifications:</u></strong></span></p> <ul style="font-weight: 400;"> <li>High School diploma, GED or Technical school graduate/certification</li> <li>Possession of a good driving record and a valid State driver's license.</li> </ul> <p style="font-weight: 400;">Experience:</p> <ul style="font-weight: 400;"> <li><span>3 to 5 years of directly related automotive or customer service experience</span></li> <li><span>3 to 5 years of successfully coaching and developing others</span></li> <li><span>Experience analyzing causes of problems based on financial statements and metrics, as well as developing and recommending solutions</span></li> <li><span>Experience communicating and advising facility owners, customers or members regarding standards, policies and procedures</span></li> <li><span>Experience resolving member/customer service issues</span></li> </ul> <p style="font-weight: 400;">Knowledge and Skills:</p> <ul style="font-weight: 400;"> <li>Strong interpersonal and written/verbal communication skills</li> <li>Complaint management and conflict resolution skills</li> <li>Analytical and negotiation skills</li> <li>Ability to review a business situation and using financial data, develop strategies and implement plans to support a successful business model</li> <li>Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)</li> <li>Automobile maintenance and operation</li> </ul> <p style="margin-top: 0px; margin-bottom: 0px;">&nbsp;</p> <p style="font-weight: 400;">The Auto Club Group offers competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, 401(k), generous time off, a complimentary AAA Membership and much more!<br /><br /><strong>Important Note:</strong>&nbsp;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.</p> <p style="font-weight: 400;">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.</p>