Field Representative

3 days ago

Atlanta, Georgia, United States The Auto Club Group Full time
Job Title: Field Representative

Are you a customer-focused individual with a passion for the automotive industry? Do you enjoy building relationships and driving business growth? We're seeking a Field Representative to join our team at The Auto Club Group

About the Role:

As a Field Representative, you will be responsible for representing the interests of our members within the contractor network. You will travel across the network, visiting contractors to build relationships, discuss their performance, provide advice, and help them fulfill AAA programs that enhance efficiency and increase member satisfaction.

Key Responsibilities:
  • Analyze metrics to determine 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 as a consultant to represent the interests of the Club
  • Facilitate the filing and completion of all AAA contracts and requirements
  • Orient new contractors on AAA/ACG operations, procedures, performance metrics, and compensation
  • Coordinate training for employees of new contractors on procedures and member service expectations
  • Enhance contractor business performance by conducting regular contractor visits to build relationships and reinforce AAA programs
  • Monitor and review contractor Key Performance Indicators (KPIs) and ensure maintenance of automotive standards
  • Manage costs per call, discussing potential reasons for high/low KPI scores and trends
  • Develop and document action plans to help contractors improve performance
  • Adjust contractor territories to optimize response times and coverage
  • Manage contract renewal processes
  • Provide recognitions for contractors exceeding goals and member expectations
  • Resolve member complaints and claims received from member service representatives or other ACG staff
  • Conduct investigations on high-priority claims
  • Conduct required mediation and arbitration necessary to ensure effective resolution
  • Complete administrative duties related to providing elevated ERS assistance during emergency or challenging weather situations
  • File and maintain relevant documentation pertaining to contractors
  • Research industry best practices, new developments, and technologies
  • Seek opportunities to promote products and educate the public
  • Coordinate contractor group meetings to gather feedback, discuss relevant issues, or share best practices
What We Offer:

In addition to a competitive starting salary, ACG offers excellent and comprehensive benefits packages, including:

  • Annual salary starting between $56,000 and $74,000/yr.
  • 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
Requirements:

We're looking for candidates who:

  • 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
Preferred Qualifications:

We're looking for candidates with:

  • Bachelor's degree in Business Administration, Accounting, Communications, or a related field
  • Technical training in automotive repair and previous experience in the automotive industry
Work Environment:

Frequent travel required (up to 75% of work time) with exposure to road hazards and temperature extremes.

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