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:
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.
Starting pay range: $60,000 - $71,000
This position does not offer visa sponsorship now or in the future.
AAA - The Auto Club Group (ACG) is the second largest AAA club in North America, serving more than 13+ million members across 14 U.S. states, the province of Quebec, Puerto Rico, and the U.S. Virgin Islands.
For over 100 years, AAA has provided safety, security, and peace of mind. ACG advances AAA’s mission by providing a full suite of products and services to millions of AAA Members, from roadside assistance to insurance to travel support. We pride ourselves on always being there when you need us, delivering the highest level of customer service and value to each and every member. We seek to be a trusted ally—on the road and throughout life’s journey.
AAA - The Auto Club Group belongs to the national AAA Federation, which is committed to improving the lives of our combined 60 million members across North America.
