AAA Northern California, Nevada & Utah ERS Automotive Field Representative I in Phoenix, Arizona
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
Our 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 expense. Will serve as trusted advisor to Service Providers, with the ability to influence the behavior of those providers who are contracted, or wish to be contracted, withAAA. 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.• Develop and implement communication plans for the assigned region and contract providers.• Serve as trusted advisor and consultant to influence the behavior of those who do not work for you by demonstrating credibility, confidence, and authority.• Conduct data-focused conversations, making the case quantitatively and qualitatively. Use Excel-generated charts and other tools to communicate incentives and results to Service Providers in the most compelling way. “Tell and show why”.• 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.• Demonstrate to Service Providers how to observe and coach front-line roadside technicians on the AAA member interaction.• Coordinates efforts to gather and share best practices among assigned providers.• 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• Demonstrated collaboration skills to enable working effectively with others within the NCNU team, contractor network and other stakeholders• Proficient in the use and development of operational / product / financial concepts as they apply to business unit and AAA• Effective at problem solving and developing solutions• Advanced interpersonal and inter-departmental communication skills• Understanding and appreciation of AAA business strategy• Understanding of the use and development of service provider operational models and related reporting software• Understanding of the use and troubleshooting for specialized software used in the AAA footprint• Understanding and/or experience with 24/7 service industry environment• Excellent presentation and public speaking abilities• Advanced organizational skills, able to work effectively with multiple and competing priorities• Strong mathematical and business writing skills• Strong time management skills• Strong contract negotiation skills• Proficiency in Microsoft Office systems Advanced skills with Excel including V-lookups and Pivot TablesEducation & Experience / Licenses & Certification• Bachelor's degree in related area or an equivalent combination of education and experience• 2 to 4 years’ regional management, multi-site operational or business consulting experience• 2 to 4 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
Work EnvironmentWork 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.
Innovation. It’s what motivates and drives our 4,200 Team Members as the key to enhance Member value, employee satisfaction, and our future success. We have a 117-year history of service, creating Members for life. We generate $4 Billion in annual sales and serve nearly 6 million Members across 7 states. A3 is our Innovation Lab, where we have launched GIG Car Share, GoMentum Station, AAA CarConnect, AAA House Manager, and the first Autonomous Shuttle. If innovation and purpose are what you’re looking for, journey forward with us.