Roadside Service Field Coach & Contractor Advocate

AAA-The Auto Club Group; Minnesota; Hybrid; USD 59,000 - 79,000; Full time

Benefits offered by this job

AAA membership with roadside benefits

Adoption assistance

Job summary

AAA-The Auto Club Group seeks ERS Field Representatives to advocate for AAA and its members, driving contractor performance and ensuring positive member experiences across territories through regular travel and in-person engagements.

The role involves coaching contractors, managing contracts, and improving operational efficiency while maintaining high service standards. Strong analytics and communication with stakeholders are essential.

Qualifications

• High School diploma, GED, or Technical School graduate/certification.
• Valid state driver’s license with good driving record.
• 3–5 years related automotive or customer service experience.
• 3–5 years coaching and developing others.
• Experience analyzing problems using financial statements and performance metrics.
• Experience advising facility owners, customers, or members on standards and procedures.
• Experience resolving member and customer service issues.

Responsibilities

• Analyze metrics to determine where additional contractors are needed in a territory.
• Screen and evaluate potential contractors; ensure facility requirements and quality service.
• Act as a consultant to represent the club’s interests.
• Facilitate filing and completion of all AAA contracts and requirements.
• Orient new contractors regarding AAA/ACG operations, performance metrics and compensation.
• Coordinate training for employees of new contractors on procedures and member service expectations.
• Enhance contractor performance by regular visits and relationship building.
• Monitor contractor KPIs and automotive standards.
• Manage costs per call and discuss KPI trends.
• Develop action plans to improve contractor performance.
• Adjust contractor territories to optimize response times and coverage.
• Manage contract renewal processes.
• Provide recognitions for contractors exceeding goals and member expectations.
• Discuss contractor business needs and growth strategies when needed.
• Resolve member complaints and claims.
• Delegate resolution when appropriate.
• Conduct investigations on high priority claims; required mediation/arbitration.
• Complete admin duties for elevated ERS assistance during emergencies.
• File and maintain documentation for contractors.
• Research industry best practices and new technologies.
• Promote products and educate the public.
• Coordinate contractor group meetings to gather feedback.

Skills

Interpersonal skills

Communication

Coaching & developing others

Problem solving

Negotiation & conflict resolution

Analytical thinking

Education

Bachelor’s degree (Business / Accounting / Communications or related)

Tools

Microsoft Office (Word, Excel, PowerPoint)

Job description

AAA-The Auto Club Group seeks ERS Field Representatives to advocate for AAA and its members, driving contractor performance and ensuring positive member experiences across territories through regular travel and in-person engagements.

The role involves coaching contractors, managing contracts, and improving operational efficiency while maintaining high service standards. Strong analytics and communication with stakeholders are essential.