Emergency Roadside Service Representative

AAA

. Recruit, select, and onboard contractors .

Posted 10/13/2026full-timeMinnesota • United StatesMid-LevelSenior💰 $59,134 - $78,852 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in contractor recruitment, onboarding, and performance management, with a strong focus on analyzing metrics and developing strategies to enhance service quality and operational efficiency. Proficient in conflict resolution, complaint management, and fostering relationships with contractors and stakeholders.

Highest-signal resume keywords

Contractor RecruitmentPerformance Metrics AnalysisConflict ResolutionCoaching and DevelopmentAutomotive Industry Knowledge

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Automotive Maintenance KnowledgeFinancial Data AnalysisKPI MonitoringAction Plan DevelopmentContract Management

Soft Skills

Interpersonal SkillsCommunication SkillsNegotiation SkillsProblem-Solving SkillsRelationship Building

Tools & Technologies

Microsoft OfficeWordExcelPowerPoint

Certifications & Qualifications

High School DiplomaGEDTechnical School CertificationValid State Driver's License

Industry Keywords

Automotive IndustryCustomer ServiceContractor ManagementAAA ContractsEmergency Roadside Service

About the role

Key responsibilities & impact

Recruit, select, and onboard contractors
Analyze metrics to determine where and when additional contractors are needed
Screen and evaluate contractors, including facility requirements and service quality
Represent the club's interests in a consultant capacity
Facilitate completion of AAA contracts and requirements
Orient contractors on AAA/ACG operations, procedures, performance metrics, and compensation
Coordinate training for contractor employees on procedures and member service expectations
Conduct regular contractor visits to build relationships and reinforce AAA programs
Monitor contractor KPIs and automotive standards
Manage costs per call and discuss KPI scores and trends
Develop and document action plans to improve contractor performance
Adjust contractor territories to optimize response times and coverage
Manage contract renewals and recognize contractors exceeding goals
Discuss contractor business needs and growth strategies and suggest resources for financial performance
Resolve member complaints and claims
Determine appropriate involvement and delegate resolutions when appropriate
Investigate high-priority claims
Conduct mediation and arbitration for effective resolution
Complete administrative duties supporting elevated emergency roadside service during emergencies or challenging weather
File and maintain contractor documentation
Research industry best practices, developments, and technologies
Promote products and educate the public
Coordinate contractor group meetings to gather feedback and share best practices
Travel regularly for in-person contractor visits and stakeholder meetings

Requirements

What you’ll need

High School diploma, GED, or Technical School graduate/certification
Possession of a valid state driver's license with a good driving record
3 to 5 years of directly related automotive or customer service experience
3 to 5 years of successful experience coaching and developing others
Experience analyzing problems using financial statements and performance metrics, and developing and recommending effective solutions
Experience communicating with and advising facility owners, customers, or members regarding standards, policies, and procedures
Experience resolving member and customer service issues
Strong interpersonal and communication skills, including the ability to build rapport and trust, understand different personalities and strengths, and adapt communication style accordingly
Strong complaint management, negotiation, and conflict resolution skills
Ability to assess business situations, analyze financial data and metrics, and develop and implement strategies that support a successful business model
Working knowledge of Microsoft Office applications, including Word, Excel, and PowerPoint
Knowledge of automobile maintenance and operation
Technical training in automotive repair and previous experience in the automotive industry preferred
Bachelor's degree in Business Administration, Accounting, Communications or a related field preferred
Frequent travel required, up to 25–75% of work time
Ability to pass required background and drug screening

Benefits

Comp & perks

Medical plans with multiple coverage options, including HSA eligibility
Prescription drug coverage
Dental and vision benefits
Employee Assistance Program (confidential support services)
Company-paid basic life insurance
Optional supplemental life insurance and dependent coverage
Short-term and long-term disability coverage
Critical illness, accident, and pet insurance options
401(k) plan with company match and additional company contribution; immediate vesting on employee contributions and 100% vesting of additional contribution after three years
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
Paid Time Off (PTO), including up to 12 days annually for full-time new employees
10 company-paid holidays annually for full-time employees, plus 1 mental health day, 2 floating holidays, and 1 volunteer day
Paid leave programs, including parental, bereavement, jury duty, and military leave
Tuition assistance
Professional certification support with 100% reimbursement for eligible programs
Opportunities for career development and advancement
Complimentary AAA membership with roadside assistance and travel discounts
Adoption assistance program
Remote work from a home office for day-to-day operations