Location: Buffalo,NY, USA
Description
At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members' most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience.
AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the WNY & CNY area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including:
Medical, Dental, Life and AD&D Insurance
Flexible work schedules
Pre-Tax & Roth 401(k) plan with company match
Health Spending Accounts with company contribution & Flexible Spending Accounts
Company Paid Short-term & Long-term disability
Paid time off
Tuition reimbursement & company-paid training programs
FREE AAA membership & travel / product discounts
Job Responsibilities
30% Strategic Planning : Evaluate area resource requirements and performance improvements by analyzing metrics to determine where additional facilities are needed, or performance improvements are required. Screen and evaluate potential partners and present a preview of the role and benefits. Facilitate the filing and completion of AAA contracts and requirements for joining the program. Assess and ensure that minimum facility requirements are met and that the contractor or repair shop provides high quality service. Manage the contract renewal process based on Club policies and contractor or repair shop performance. Create regional business plan to reach annual determined targets and manage performance in assigned area to meet these targets.
25% Performance Oversight : Monitor performance measurements and practices to determine inefficient processes and identify opportunities for improvement. Offer and promote alternative solutions and takes steps to implement. Communicate KPIs relative to performance standards, discuss scores, and assess trends over time. Develop analyses for contractors as needed to better understand trends and identify opportunities to grow their business. Promote AAA programs. Document performance issues and recommend appropriate actions for improvement.
25% Relationship Management : Develop and maintain strong relationships to ensure compliance, performance and reinforce AAA programs. Orient new facilities on AAA operations, procedures, Key Performance Indicators (KPI), compensation, and other related topics. Coordinate training for employees of new contractors on AAA ERS procedures, AAA Systems and Technology, and member service expectations.
20% Member Satisfaction : Ensure a consistent, high level of service is provided to Members . Maintain proper coverage to ensure desired service levels are met. Conduct investigations on damage and service complains by gathering pertinent information and data from members and contractors. Identify the level of involvement needed and delegate the resolution of the complaint or claim to relevant business line staff as needed. Provide input on any necessary mediation and measures necessary to settle issues and ensure member and customer satisfaction.
Job Specific Requirements
Experience with B2B and B2C sales
Passionate & knowledgeable about the automotive industry, including but not limited to: automotive repair, batteries, & emergency roadside service
Business skills including understanding of basic accounting principles
Strong interpersonal skills & proven ability to manage business relationships & performance
Proficiency with Microsoft Office products, CRM tools, and ability to effectively navigate multiple systems
High level of organization & strong written and verbal communication skills
Ability to travel as needed and maintain a valid NYS driver's license with a satisfactory driving record
Ability to work evenings, weekends, & holidays as needed
Regular travel within Club territory, with overnight travel as needed
Physical Requirements
Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone
Ability to perform all physical functions consistent with travel including sitting in airplanes and driving for long periods of time
Must be able to lift, carry, push, pull a maximum of 30 lbs
Compensation
The mid-market salary for this position is $61,653.60 to $68,504.00. Starting salary is dependent on several factors including previous work experience, specific industry experience, and skills required. Our benefits package includes, but is not limited to, health and dental insurance, 401(k) plan with competitive match, fully paid group life insurance, short and long term disability insurance, travel discounts and a free AAA membership. To learn more visit: www.aaa.com/careers.
Qualifications
Education
Required
Experience
Required
Preferred
A thorough knowledge of both AAA and industry service operations and procedures.
Experience working with multiple locations.