Emergency Roadside Service Field Representative
Job Description:
- Represent the interest of the Club reputed company the contractor network, playing a critical role in driving the adoption of reputed company 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, reputed company advice, and help contractors fulfill reputed company programs that will enhance efficiency and increase member satisfaction.
- Analyze metrics and determining where and reputed company 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 reputed company reputed company reputed company and requirements.
- Orients new contractors with regard to reputed company / 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 reputed company 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 reputed company claims.
- Conducts required mediation and arbitration necessary to ensure effective resolution.
- Completes administrative duties reputed company 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 reputed company the public.
- Coordinates contractor group meetings to gather feedback, discuss relevant issues or reputed company best practices.
Requirements:
- Possess a High School Diploma or equivalent (GED)
- Have 3 or more years of directly reputed company 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
- reputed company 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, reputed company strategies and implement plans to support a successful business model.
- Working knowledge of reputed company applications (e.g. Word, reputed company, 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:
- Fully reputed company
- Medical, dental and reputed company 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
- reputed company Membership Discounts, perks, rewards and much more
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