Account Representative

1 month ago

Thornhill, Canada CAA Club Group Full time

**About Us**:
This is a hybrid role and works remotely from home and also travels to visit contractors periodically within the geographic territory that the Account Representative manages.

**Who we are**:
As Canada's largest automobile association, we are passionate about keeping our Members safe
- whether they are on the road, at home, or travelling abroad. Meeting the diverse needs of our two-million Members requires high performing, forward thinking, and innovative people who work collaboratively to keep propelling our business forward. Life at CAA Club Group is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development
- and we regularly recognize their achievements and outstanding results. CAA Club Group (CCG) is known for providing stellar emergency roadside assistance to our motoring Members and non-Members. We work hard and play hard. We're about doing what's right and feeling good about it

**Position Details**:
**What You Will Do**:

- Relationship Management:

- Business to business relationship management by building a robust stakeholder relationship with the contractor network
- Provide coaching and development to the contract network to optimize Member service and safety
- Identify issues and develop action plans for solutions with the contractor network
- Contract management; manage and maintain contractor agreements
- Assist and handle conflicts between dispatchers and contractors during live calls
- Business Processes
- Create and roll out all client facing standard operating procedures/job aids and risk mitigating measures in compliance
- Perform audit functions through contract compliance
- Complaint management and resolution; investigate Member complaints and settle overcharge issues from drivers
- Recommend changes to standard operating procedures and policies in support of improving operating efficiency levels, strengthening control measures and improving the overall customer experience
- Effectively promote and support all products & services offered by CAA SCO i.e. Battery Service Program, Preferred Service Provider Network
- Able to dispatch and clear calls using dispatch technology when required
- Reporting & Analysis
- Assists with financial budgeting and business planning activities
- Gathers data and prepares data for business analysis, reporting and trend analysis for forecasting decisions
- Offer solutions, where possible, on how to interpret the data and make overall operational improvements

**Who You Are**
- Post-secondary education in business or related field
- Advanced knowledge of industry best practices in vendor management
- Strong technical/functional understanding of vendor management methodology and tools
- Demonstrated knowledge of the automotive and towing industry
- Solid leadership skills
- Demonstrated business to business relationship management experience
- Excellent communication skills both verbal and written, able to adapt to the needs of a variety of audiences and communicate effectively with all levels of the organization
- Strong analytical abilities, run reports and analyze data, identify trends and make recommendations for business process efficiencies
- Experienced in meeting facilitation and can effectively lead discussions
- Proficiency in Microsoft office suite of products

**Our Commitment**:
We are an equal opportunity employer and are committed to providing employment accommodation in accordance with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act, 2005 (AODA). CAA CCG will provide accommodations to job applicants with disabilities throughout the recruitment process. If you require an accommodation, please notify us and we will work with you to meet your needs.

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