AAA ERS Automotive Field Representative II Salary in the United States

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.

At AAA, our Team Members strive to deliver amazing service and help our Members outsmart life’s roadblocks. We believe everything you do outside of work adds to who you are at work. 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 - with the opportunity for increases when performance skill blocks are achieved

• Training – You’ll attend a thorough, comprehensive, training program

• Benefits – Medical, Dental, Vision, wellness program and more!

• 401k Matching – $1 for $1 company match up to 6% of pay

• Annual Incentive Plan – Eligibility to participate in AAA NCNU annual bonus plan

• 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

Summary

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, whose primary focus is to maintain or improve upon service delivery while managing the expense. 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.

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.

• 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.

• 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.

• Utilize current recruitment tools and processes to recruit ERS providers to ensure each assigned territory is adequately serviced to respond to members' service requests.

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.

• Understanding of the use and development of service provider operational models and related reporting software.

• 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.

• At least two years’ experience in Level 1 AFR role or similar AAA experience, such as COF or COR.

• 5 to 7 years regional management, multi-site operational or business consulting experience.

• 6+ 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

• Advanced Excel Skills required, including Pivot Tables, V-Lookups, etc.

Work Environment/Physical Requirements

 Work typically requires 1-8 hours driving each work day, meeting on site with providers, talking on phone, using computer, working from home office and working from company site when practical and available (branch office or Walnut Creek, CA headquarters).  Overnight travel may be required for regular duties and meetings.  Approximately 20-30 percent of the time spent on the job involves the use of a personal computer.