Job description

AAA is seeking a Territory Manager to join our team! This individual will be working closely with our local contractors who assist our AAA members with Emergency Roadside Assistance.

PLEASE NOTE: The position can work from home or be based in the Richmond, VA office. For candidates that work from home, they must reside within a commutable distance from the Richmond, VA market.

At AAA, your success is our success. What we can offer you:

• A competitive salary commensurate with experience
• Comprehensive health benefits package
• 3+ weeks of paid time off accrued during your first year
• 401(K) plan with company match up to 7%
• Professional development opportunities and tuition reimbursement
• Paid time off to volunteer & company-sponsored volunteer events throughout the year
• Other benefits include a free AAA Premier Membership, Health & Wellness Program, Health Concierge Service, Life Insurance and Short Term/Long Term Disability

The primary duties are:

• Gather information/documentation to assist management in determination of eligibility for Roadside Assistance (RA) contract and Approved Auto Repair (AAR) participation.

• Handle or assist in the on-boarding of successful RA & AAR candidates after management approval.

• Responsible for protecting the AAA brand by managing use of the logo at approved facilities and ensuring compliance throughout the lifecycle of the relationship.

• Provide RA & assigned AAR facilities with guidance to improve efficiencies, and reduce costs.

• Promote and support participation in the delivery of: Roadside Assistance by AAR facilities, AAR program by Roadside Assistance providers, and/or the Battery program.

• Conduct training sessions on AAR/RA procedures and program standards for approved facilities and their employees.

• Promote and support the AAA equipment programs (Network of Savings) among assigned facilities including but not limited to vendors for equipment, uniforms, services, etc.

• Work 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 or AAR service facilities.

• Communicate with AAA Members, Affiliate AAA Clubs and Contract Facilities regarding Roadside Assistance service related damage complaints or service issues.

• Inspect Roadside Assistance & AAR facilities and equipment as needed to resolve Member issues.

• Utilize most current recruitment tools and processes to recruit Roadside Assistance and Approved Auto Repair facilities to ensure each assigned territory is adequately serviced to respond to members' service requests in order to meet/exceed AAA Quality Standards.

• Respond to inquiries from interested facilities (RA, AAR, AABR) and outlines the appropriate program(s) to the owners. In the case of AAR, will conduct site inspections to ensure stringent standards can be met by facilities making application. In the case of RA, will conduct equipment evaluation(s) to ensure standards can be met.

• May provide guidance or assistance in helping prospective RA or AAR owners to start up a new business.

• Analyze performance gaps and service issues and reports findings to management, taking independent action as appropriate.

• Interact with the Payments Department to investigate and make decisions to resolve any billing disputes with a contract facility.

• Develop 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.

• Attend towing/repair association meetings, trade shows, etc. to maintain a positive working relationship with the towing industry.

• Other duties as assigned.

Minimum Qualifications:

• Bachelor’s Degree; equivalent experience may be considered in lieu of degree.

• 4+ years’ experience in account or vendor management, business consultation, or business ownership role. 4-5+ years’ experience in the automotive repair industry (Approved Auto Repair or combined role only).

• Experience in complaint handling and arbitration techniques.

• Valid driver’s license and good driving record.

• Ownership of a presentable vehicle in good repair and maintain insurance required by law and by club.

• Strong analytical and writing skills to prepare management reports and develop recommendations.

• Strong decision-making, planning, organizational, and problem solving skills.

• Strong written and oral communication skills.

• Proficient in the use of Microsoft Office and business line technologies including MS Word, Excel, & PowerPoint.

• Ability to maintain current and thorough knowledge of all automotive programs and other AAA related products and services.

• Ability to maintain thorough knowledge and understanding of AAA Club Alliance Company Policies.

• Ability to drive long distances; up to 10 hours per day.

• 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 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

Job Type: Full-time

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