great company to work for always room to move up in the company
Call Counselor (Team Lead) (Former Employee) – Providence, RI – October 6, 2015
AAA was a big company and for some time had great management , It would always encourage their employers to grow & cross train in other departments , but working in a call center there seemed like there is always gray areas and policys would be bent several times .
Emergency Road Service Counselor-Customer Service (Former Employee) – Providence, RI – August 5, 2015
We would take inbound Emergency roadside calls. Jot down the information, such as whereabouts and car types, then send info to dispatch so they can send assistance to the member. The hardest part of that job would be inclement weather, the call volume would be chaotic and the phone calls from members who's been waiting for assistance a little over the eta are through the roof.
Good place to work but I for one need a change and f/t work
Customer Service Representative (Current Employee) – Providence, RI – June 20, 2015
I have been with the company for many years and always enjoyed coming to work though any type of customer service position can and will take a toll at some point. There have been many changes recently and the quarterly bonuses we once received are currently dwindling. Benefits are no longer provided to anyone working less than a 25 hour work week which left many scrambling for insurance.
Member Services Representative (Former Employee) – Milford, CT – January 22, 2015
I worked in an office that was always very busy. We offered an array of services such as discounted tickets for the movies or area attractions. We sold travelers checks. We also could order foreign currency at a competitive rate. The biggest part of our day was to renew or replace driver's licenses and state identifications cards. Most days we were short staffed. Therefore you had to compensate. We did work as a team very well under the circumstances. The hardest part of the job was helping the members understand their options for the license renewal being that most people were not aware. Therefore you were always making sure they had the correct information for both the licenses or state identification cards. The most enjoyable part of my job was really making the members happy. I had many members who would wait for me to take care of whatever they needed.
Dispatcher I (Former Employee) – Providence, RI – September 23, 2014
One of the reasons I loved AAA is the values and integrity they hold for their employees. Our directors and upper management were with employees on late night shifts, They coached us, and pre-pared us for a wonderful opportunity. Anyone knows that car trouble can make anyone's day turn upside down, but the atmosphere AAA sets, and the standards they set in place makes you want to assist the members and really provide an outstanding experience not because the company expects you too, but because you want to that's the type of atmosphere they provide. It comes down to the training, and trainers and they work diligently to ensure you are on point and understand what it is to value your job!
Wonderful place to work and a great place to start out for the first time in Customer Service.
Road service call representative (Former Employee) – Hamden, CT – September 17, 2014
No morale, favortism, micromanagement, no room for advancement, dept manager unapproachable & rude, cannot trust anyone there, supervisors talk about each other & other employees, longevity there means nothing. Hamden CT is a JOKE
favortism, manager is unapproachable, unfair treatment, i can go on and on
Great place to work, meet some great people working here
CALL COUNSELOR (Current Employee) – Providence, RI – September 16, 2014
It is a very high passed job at times but I enjoy the challenge of assitaning the members whether it be a road service call or membership issue. All the supervisors are very helpful in all types of situations that come our way . It can be very difficult at times when members call back very angry with an a long wait or issues with the service call, but I enjoy solving & unstressing the member by assisting them with the best possible solution to the problem.
lots of incentive earnings, appreciation days, pizza parties
Branch Operations Specialist (Former Employee) – Providence, RI – August 9, 2014
Branch – Provide excellent customer service skills to all members. Knowledge of AAA policies, AAA membership’s and everything AAA has to offer. Training and classes are offered frequently, must be able to adapt to change. Call Center- Ability to multitask. Handle customer frustrations while maintaining a positive attitude with argent and quality care to each member. Must be able to keep up to date with weather conditions and tow policies in each area, Ability to handle a high call volume.
Upper Management (Former Employee) – RI – July 8, 2014
AAA has changed dramatically over the past 6 years. Unless your in the corporate office, no room for advancement. Very political and it's about who likes who! CT branches are treated very unfair.MA/RI offices have more employees, asst. mgrs. which CT does not have. They want to rid older CT employees with tenure so they can bring in new "blood" and pay them less. Cost of living in CT is very high compared to MA/RI and they don't want to ever acknowledge this. This has resulted in poor morale. It also has become a mini DMV with less employees and more work! If you have been there a long time, no increase-you've reached the max. Management claims open door policy but don't dare open up about ideas, your shot down and looked down upon and a "check mark" is put next to your name!. Worked there over 20 years and once would have said I would retire from there, NOT ANY MORE! Left and now see a better appreciation for my hard work outside of AAA. You receive no recognition there unless your a favorite and work in Providence. They have a service award dinner but all it is is a front to pretend they appreciate employees, complete joke! Again, suggestions in CT are shot down but once it is brought up in RI suddenly its a great idea . Very sad! Stay away from this company, they paint a great picture and then BOOM! They got rid of all major dept's in CT (lay offs) and based them out of RI. Then suddenly there were tons of promotions in RI from the money they saved in CT through layoffs! They also try to add more products and service for members yet never have a solid understanding of themore... product.. You only have a short period of time with a member and with so many products to offer a member at a time they still want you to promote everything. Hours have also been cut throughout the years in many departments. If you don't brown nose, you don't get anywhere with this company. Expectations are extremely high when it comes to work load yet with less employees. AAA is all about road safety but when there are severe storms, snowstorms, hurricanes, get to work, they don't except excuses, branches open regardless of road conditions putting employees safety at risk, They try to promote internal office safety but when it comes to employees on the road during storm conditions, they don't care....get to work! They ONLY close when the state shuts down the roads, that is it! The only positive part of the job is meeting some great members. Unfortunately you never have enough time to give them the service they deserve because you're so short staffed , you have to move on or the lines become long, people complain and DMV gets extremely backed up. I empathize with the members because since DMV has come and the RI merge the AAA members get no extra service that they deserve, nonmembers come in and can utilize DMV and also cause the most issues with their bad attitude. Your AAA membership is not what it used to be worth yet your dues continue to increase. The RI based southern new England is trying to become the biggest AAA in the association while compromising employees, morale and poor management from the branch managers up to the president. .Again, in an interview they will make everything sound great but once your in, you will hear and see the poor morale of the employees. You can never go to management nor will employees say anything to management because you will be penalized in some way or another!less
I agree-worked there for over 15 years and the same issues-Glad I got out before it got worse-I hear it is only getting worse every year! Especially in CT-employees are treated horrible-very sad to hear but I do know many are buying their time until retirement (only a couple of years) or their looking at other jobs. I would say in the last year and half I have heard of over 15 tenure employees leaving-good for them! Stay away from this company-micro-management and no open door policy. Some of the managers that are still there shouldn't be and the good ones have left!
Job Work/Life Balance
Member Service Counselor (Former Employee) – Providence, RI – June 4, 2014
Great company excellent benefits! Loved working with members, be prepared to be on your feet all day if your working in Branch Operations.
Call Center Representative (Former Employee) – Providence, RI – May 24, 2014
Well I worked 3rd shift at AAA. A typical night I'd say would be you clock in, get yourself settled, and prepare for a majority amount of member calls regarding tire changes.The management at AAA is great, they definitely love their employees. The co-workers are very friendly and nice, it's like one big family there. The hardest part of the job would have to be giving the members a PTA during bad weather conditions. The enjoyable moments I'd say was walking into work itself, I loved the environment there and was actually happy to going to work while I was employed by AAA.
A typical day starts off with the Manger not starting your day off with a "hello" not sure why she is a Manager or in customer service. Co-workers are great and and make the best of the negetive atmosphere. The sups are ok when they able to do their job and provide feedback to us. The best part of the job is helping the member. The hardest part is the negetive enviroment the Manager has created. But if you can over come that this is the place for you.