Emergency Roadside Service Field Representative

AAA

Field Representative managing contractor relationships for AAA programs and ensuring member satisfaction. Traveling across the network to enhance efficiency and build relationships with contractors.

Posted 6/25/2026full-timeRemote • Minnesota • 🇺🇸 United StatesMid-LevelSenior💰 $59,134 - $78,852 per yearWebsite

About the role

Key responsibilities & impact

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.
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.
Analyze metrics and determining where and when additional contractors are needed in a territory.
Screen and evaluate potential contractors; assessing and ensuring that facility requirements are met and a high quality of service will be provided.
Act in a consultant manner to represent the interests of the Club.
Facilitates filing and completion of all AAA contracts and requirements.
Orients new contractors with regard to AAA / ACG operations, procedures, performance metrics and compensation.
Coordinates training for employees of new contractors on procedures and member service expectations.
Enhances contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs.
Monitors and reviews contractor Key Performance Indicators (KPIs) and ensures maintenance of automotive standards.
Manages costs per call, discussing potential reasons for high / low KPI scores and trends.
Develops and documents action plans to help contractors improve performance.
Adjusts contractor territories to optimize response times and coverage.
Manages contract renewal processes.
Provides recognitions for contractors exceeding goals and member expectations.
Resolves member complaints and claims received from member service representatives or other ACG staff.
Conducts investigations on high priority claims.
Conducts required mediation and arbitration necessary to ensure effective resolution.
Completes administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations.
Files and maintaining relevant documentation pertaining to contractors.
Researches industry best practices, new developments and technologies.
Seeks opportunities to promote products and educate the public.
Coordinates contractor group meetings to gather feedback, discuss relevant issues or share best practices.

Requirements

What you’ll need

Possess a High School Diploma or equivalent (GED)
Have 3 or more years of directly related automotive or customer service experience and past experience successfully coaching and developing others
Have experience analyzing causes of problems based on financial statements and metrics, as well as, developing and recommending solutions
Possess experience with communicating and advising facility owners, customers or members regarding standards, policies and procedures
Experienced with resolving member/customer service issues
Strong interpersonal and communication skills, including ability to build rapport and trust, understand different personalities and strengths in others, and modify approach accordingly.
Complaint management, negotiation and conflict resolution skills.
Ability to review a business situation and using financial data/metrics, develop strategies and implement plans to support a successful business model.
Working knowledge of Microsoft applications (e.g. Word, Excel, PowerPoint)
Valid state driver’s license and excellent driving record without physical restrictions preventing driving during day or night hours or for extended periods of time

Benefits

Comp & perks

Fully paid training
Medical, dental and vision benefits
401k with employer match
Paid parental leave and adoption assistance
Paid Time Off (PTO), company paid holidays, CEO days and floating holidays
Paid volunteer day annually
Tuition assistance program, professional certification reimbursement program and other professional development opportunities
AAA Membership Discounts, perks, rewards and much more

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

automotive experiencecustomer service experiencecoachingdeveloping othersanalyzing financial statementsdeveloping solutionscomplaint managementnegotiationconflict resolutionbusiness strategy development

Soft Skills

interpersonal skillscommunication skillsbuilding rapporttrust buildingunderstanding personalitiesmodifying approachproblem-solvingrelationship managementperformance evaluationtraining coordination

Certifications

High School DiplomaGEDvalid state driver’s license