Position: Roadside Network Advisor
Reference #: dss200926
Location: Richmond Hill , Ontario
Type: Permanent Placement

Duties:
• Enhance and maintain the relationships between Emergency Roadside team, Dispatch team and our emergency roadside Contract Network Providers (3rd party)
• Act as liaison between ERS Dispatch and ERS Operations to ensure the service provider network is maintaining expected levels of service by ensuring schedules are adhered to
• Address real time shortages with network coverage and communicate repeated network issues
• Review monthly statistics & quarterly network statistics and coach to required targets
• Perform actual onsite facility visits of contracts to inspect facility, vehicles and insure compliance.
• Maintain 3rd party contractual agreements. Negotiate new contractual agreements
• Handle elevated Member inquiries & complaints
• Investigate, determine and settle elevated overcharges and damage complaints
• Assist in the administration of the Battery and network program
• Perform audit functions on the contract network
• Investigate emergent trends or discrepancies and review with supervisor
• Insure 100% network compliance to all company outlined programs/processes
• Periodically available to work non standard hours and on call
• Working with Reps and Contractors to improve in specified areas to improve overall results for STD 12 driver score
• Monitoring service type standards and identifying any trends in low performance
• Handling escalated complaints that have gone beyond the ERS OPS Supervisor and the Field Rep for resolution
• Investigating non payment and payment calls from time to time and making decision on best possible solution for both contractor and Member
• Reviewing MRTS complaint files monthly to ensure that complaints handled are being closed within the time frames as per job expectations
• Ensuring Reps/Sups are aware of the trends by the network and working to find a notable solution for improvement
• Investigating discrepancies and reviewing with garages
• Performing in house audits on a monthly basis to review and verify rates, clearings etc.
• Attending monthly meetings with Dispatch Supervisors to ensure open/consistent communication
• Ensuring that all PSP's are in compliance with program in every area; including performance metrics, equipment, driver cleanliness and displaying a want to be helpful image
• Ensuring that any new Request for Proposal have been written accurately and sent out to affected stations

Qualifications:
• Grade 12 or higher
• 2 years Dispatch or Automotive industry experience
• Computer knowledge " MS Word, Excel, Powerpoint"
• Excellent interpersonal & communication skills (Oral & written)
• Good knowledge of Automotive & Towing industry, Proven mechanical skills, Towing Experience preferred.
• Excellent MS Word and Excel skills.
• Demonstrating diplomacy, patience and able to intervene in problem situations
• Demonstrating a "wants to be helpful" image at all times
• Prioritizing work to ensure it is completed in timely fashion

Requirements:
• Valid SIN Card
• Picture ID
• Clear Criminal Record Search
• Credit Check Performed
• Own Transportation

Additional Information: This position requires working Mon-Fri - Day Shift - 8:30am-4:30pm.

Salary: $50,000 to $56,000 plus company benefits, bonuses and auto travel reimbursement

Reference #: dss200926

To apply for the above position, please forward resume stating qualifications, experience, references and the appropriate reference number to the undersigned:

e-mail:e-mail: vpatel@on.aibn.com (Microsoft Word format only)

Review of applications will be ongoing until the position is filled. We thank all applicants for their interest, however, only those selected for interview will be contacted. A satisfactory record of work performance and attendance is required for all positions.