Service Monitor
Company: The Auto Club Group
Location: Dearborn
Posted on: January 8, 2021
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Job Description:
Job DescriptionTemporary Position- Service MonitorThe Auto Club
Group (ACG) provides membership, travel, insurance and financial
services offerings to approximately 9 million members and customers
across 11 states and 2 U.S. territories through the AAA, Meemic and
Fremont brands. ACG belongs to the national AAA federation and is
the second largest AAA club in North America. Primary Duties and
Responsibilities: Works in partnership with Field staff to achieve
departmental performance standards, ensure quality service to
members and mediate/resolved member complaints. Investigates,
mediates and resolves complaints regarding service, vehicle damage,
battery service, etc. Utilizes various resources (e.g. inspection
results and photos, repair estimates, existing AAA policies and
procedures, and information obtained from interviews with members,
repair shops, contractors, ASE certified field staff, etc.) to
determine the extent of damages and liability. May work closely
with internal departments such as the call center and Field staff
and interpret/clarify AAA Roadside Assistance policies and
procedures during the complaint resolution process. Utilizes the
Comment Tracking System (CTS) to document and track all activities
involving each case. Communicates with the Field staff on a regular
basis to keep them apprised of any service deficiencies involving
the contractor network. Prepares check requests and adjusts service
provider monetary account balances when applicable. PREFERRED:
College level course work in Business Administration,
Communications or a related field Claims adjusting Automotive
maintenance/repair industry (e.g. automotive repair technician,
service advisor, etc.) WORK ENVIRONMENT Works in a temperature
controlled office environment.QualificationsRequired
Qualifications: High School diploma, GED or equivalentExperience:
Responding to customer inquiries and/or complaints Preparing and
analyzing reports Utilizing a personal computer and navigating
through a Windows environment Knowledge and Skills: Strong
telephone etiquette skills Organization and planning Strong
problem-solving, decision-making skills and investigation skills
Effective verbal and written communication skills Mediate
complaints between members and AAA service providers Comprehend and
interpret AAA Roadside Assistance instructions/rules and towing
procedures Prepare statistical reports for management review Work
independently with minimal supervision Make decisions and use good
judgment in the absence of detailed procedures Maintain records and
document case files Access multiple AAA Roadside Assistance and
membership information systems to obtain and identify AAA
membership history Coordinates complimentary memberships, Roadside
Assistance entitlement credits, prepares check requests and adjusts
contractor monetary accounts balances when appropriate Accurately
operate a calculator and perform basic math calculations to include
addition, subtraction, multiplication and division Complete AAA
Battery Service 101 The Auto Club Group offers a competitive
compensation and benefits package including a base salary with
performance based incentives; medical/dental/vision insurance,
401(k), generous time off, a complimentary AAA Membership and much
more!Important Note: The above statements describe the principal
and essential functions, but not all functions that may be inherent
in the job. This job requires the ability to perform duties
contained in the job description for this position, including, but
not limited to, the above requirements. Reasonable accommodations
will be made for otherwise qualified applicants, as needed, to
enable them to fulfill these requirements.
The Auto Club Group, and all of its affiliated companies, is an
equal opportunity/affirmative action employer. All qualified
applicants will receive consideration for employment without regard
to race, color, religion, sex, gender identity, sexual orientation,
national origin, disability or protected veteran status. Category:
Automotive , Keywords: Automotive Technician
Keywords: The Auto Club Group, Dearborn , Service Monitor, Other , Dearborn, Michigan
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