Automotive Services Field Supervisor

About the role

This position provides field management to contracted Emergency Road Service (ERS) providers through relationship-building techniques and the effective communication, coaching, tutoring and mentoring of sound business and financial practices, as well as Club philosophies, policies and procedures. Successful field management ensures a stable service delivery network providing “Totally Satisfied” roadside assistance to AAA members and other customers.

Location: Southaven, Mississippi

Auto Club Enterprises is the largest club within the national AAA federation. We have nearly 17,000 employees in 24 states helping more than 18 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity we win. All of Us! With our national brand recognition, long-standing reputation since 1900, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

“Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

Responsibilities

• Coordinate and provide guidance and motivation to service providers on matters relating to the attainment of performance thresholds, business practices, driver training and conduct, and all other operational issues that may arise. Communicate Club policies, procedures and performance requirements to stations and administer all contractual agreements.
• Supervise activities of independent contract stations within assigned field office territory through regular and frequent station visitations. Evaluate station performance, offer contract renewals and extensions, and/or implement special action plans as deemed appropriate.
• Inspect and evaluate station locations, verifying that facilities, equipment, and drivers' appearance comply with Club policies. Assist CSR Field Manager with service provider assessments, identifying and recommending corrective measures where appropriate.
• Investigate, document, and resolve member and customer service issues as required.
• Ensure consistent availability of station coverage via ongoing assessment of coverage needs, review of new station applications, development of proposals, and implementation of contract terms.
• Prepare proposals recommending expansion or reduction of station call volumes as needed. Oversee redistribution of call volumes, and evaluate performance results.
• Network with Receiving and Dispatch management and staff on matters relating to dispatch procedures and resolution of member and provider concerns.
• Attend and participate in ERS related meetings and seminars. Sit on ERS committees as necessary.
• Using independent judgment and discretion, this position mediates and/or resolves disputes between AAA members and contracted service providers, where issues vary in scope and subject. Incumbents make decisions to minimize the Club's legal exposure through managing station volume, complaint handling and justification, as well as extension or termination of existing contracts. On rare occasions, successful resolution may require the involvement of the CSR Field Manager or other ERS staff.

Requirements

• Bachelors Equivalent combination of education and experience
• 4-6 years Contract station relations Required
• Demonstrated knowledge of the towing industry and mechanical aptitude preferred.
• Professional verbal and written communication skills required, including excellent presentation skills.
• General management, organizational and time management skills required.
• Proficiency in Microsoft Office software products, including Outlook, Word, Excel, Access, PowerPoint, Project and Visio required
• Valid Driver's License, acceptable Department of Motor Vehicles record and minimum liability insurance - Issued by State Required
• Travel Requirements: Local travel by car throughout assigned territory to meet with contractors or members. (50% proficiency)

Benefits

• Health coverage for medical, dental, vision
• 401(K) saving plans with company match AND Pension
• Tuition assistance
• Floating holidays and PTO for community volunteer programs
• Paid parental leave
• Wellness programs
• Employee discounts (membership, insurance, travel, entertainment, services and more!)