Job Information
AAA Mid Atlantic Roadside Assistance Territory Manager - Connecticut in United States
AAA Club Alliance is looking for a Roadside Assistance Territory Manager to join our team! As a Roadside Assistance Territory Manager , you will grow and manage contractor relationships to ensure delivery of Roadside Assistance that meets or exceeds Quality Standards and work closely with local contractors who assist our AAA member with Emergency Roadside Assistance. The territory would cover Central Connecticut including Hartford County.
PLEASE NOTE: The position is work from home but candidate must reside within a commutable distance from the assigned territory. This role will require frequent travel throughout the Central Connecticut territory.
At AAA, your success is our success. What we can offer you:
Competitive starting salary , based on experience and location.
Paid Time Off accrual beginning day one + 8 Paid Holidays!
401(k) plan with a company match of up to 7%
Robust Healthcare Coverage including Medical, Dental and Vision Insurance, and Free Life Insurance
Flexible Spending Accounts for Dependent Care, Health Care and Medical Care.
Employee Assistance and Wellness Programs to promote work-life balance and be a guidance resource for Physical, Financial, Mindfulness and Community health.
Tuition reimbursement
Free AAA Premier Level Membership and Discounts
The primary duties of the Roadside Assistance Territory Manager are to:
Works closely with Roadside Assistance Operations. Evaluates facility performance and performs regular visits to each facility to ensure compliance with AAA standards. Investigates and resolves member complaints. Inspects facility and equipment to ensure compliance with AAA Club Alliance standards promoting the benefits of their relationship with AAA. Completes visit/inspection reports as required, and provides up-to-date facility information for the Club’s Dispatch System and other system(s) that may be used.
Provides RA facilities with guidance to improve efficiencies, reduce costs, and interacts with the Payments Department to investigate and make decisions to resolve any billing disputes with a contract facility. Provides direction, training, and counseling to contract facility personnel on AAA policies and procedures, AAA programs and customer service techniques.
Works closely with the Member Relations Department to investigate and make decisions to resolve member complaints within established departmental standards including, but not limited to, service delays, service driver demeanor, service charges, mechanical repairs and vehicle damage. May inspect vehicles in cases where members allege property damage, mechanical damage, improper repair or other complaints relating to RA service facilities.
Develops skills and proficiency to manage projects with minimal supervision, working with Automotive Solutions Management on the development of new programs or enhancements to current programs.
Analyzes performance gaps and service issues and reports findings to management, taking independent action as appropriate.
Utilizes most current recruitment tools and processes to recruit Roadside Assistance facilities to ensure each assigned territory is adequately serviced to respond to members' service requests in order to meet/exceed AAA Quality Standards.
Periodically reviews and explains financial information with facilities and provides an overall assessment of opportunities to improve customer service, profitability or use of presence on AAA provided web site(s).
Gathers information/documentation to assist management in determination of eligibility for Roadside Assistance (RA) participation. Assists in the on-boarding of successful RA candidates after management approval. Respond to inquiries from interested facilities (RA) and outlines the appropriate program(s) to the owners. Will conduct equipment evaluation(s) to ensure standards can be met.
Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship.
What we are looking for:
Completion of a Bachelor’s Degree or equivalent and 4 years’ experience in an account or vendor management, business consultant, or business ownership role.
Strong background in complaint handling and arbitration techniques.
Strong analytical and writing skills to prepare management reports and develop recommendations. Strong decision making, planning and problem solving skills.
Valid driver’s license and good driving record. Own a presentable vehicle in good repair and maintain insurance required by law and by club.
Ability to drive long distances; up to 10 hours per day. Ability to lift/carry up to 50 pounds. Ability to inspect the undercarriage of a vehicle.
Ability to work overtime, holidays, and weekends as necessitated by business and/or weather conditions.
AAA Club Alliance (ACA) is an affirmative action - equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color , gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category:
Automotive
Work from home or Remote positions primary residence must reside within the footprint that AAA Club Alliance Inc. operates. Our club is located in Washington DC and 13 states including Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, and West Virginia.
AAA Club Alliance is the result of AAA Mid-Atlantic, AAA Allied Group, AAA Oklahoma/South Dakota, and AAA Ohio Automobile Club joining, now representing nearly six million members in 13 states and Washington, DC. We’ve created an environment where you can look forward to coming to work and interacting with compassionate people who enjoy what they do and love supporting their team.
We’re dedicated to keeping our Associates fulfilled and helping them feel secure. With such a diversity of products and services, our Associates have the opportunity to fulfill customer needs while advancing their own career. So that leaves one question, are you ready to make a difference? (https://cluballiance.aaa.com/about/careers?pcrdl=true)
Are you being referred to one of our roles? If so, ask your connection at AAA Club Alliance about our Employee Referral process!
We recognize that you don’t stop being a parent, caretaker, pet owner, or student because you’re at work. We give our Associates the option to customize their experience in order to suit their individual needs and interests. We offer a wide array of benefits that give our Associates piece of mind– even after retirement. You can view our virtual benefit fair here. (https://www.virtualfairhub.com/AAAClubAlliance/public/welcome)
AAA Club Alliance complies with federal, state and local disability laws and makes reasonable accommodations for applicants and employees with disabilities. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please direct your inquiries to jobs@aca.aaa.com.
