Respond to Roadside Assistance service requests and provide emergency services for AAA members and customers in a prompt, professional, courteous and safe manner.
Provide emergency mechanical assistance to members and customers, primarily in areas of advanced electrical system diagnosis. Sell, install, test and perform battery warranty services according to established guidelines and quality control procedures.
Deliver extraordinary customer service and successfully troubleshoot roadside emergencies for AAA Members and other customers by accurately answering questions and interpreting club policy regarding service guidelines. Provide solutions, including related products, to members and customers to get them On-the-Go. Answer all questions and provide all necessary instructions to members and customers to ensure a complete understanding of services that will be rendered.
Make sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., member not with vehicle, use of agent).
Maintain assigned vehicle, equipment and inventory ensuring proper and safe operating condition. Ensure the vehicle and all equipment is adequately secured at all times, including when the vehicle is not in use. Ensure the vehicle is clean and all fluids are at the required level prior to start of shift. Immediately report problems with equipment or vehicle to supervisor and/or fleet repair technicians.
Collect payments from members and customers for Roadside Assistance services and maintain accurate receipts as necessary. Accurately complete daily inventory, warranty and sales/job reports. Complete related reports and call slips on a regular basis.
OTHER DUTIES AND RESPONSIBILITIES:
Serve as a resource to other Club Fleet drivers.
May operate vehicle for pickup or delivery of supplies, personnel or members and equipment as required.
May provide emergency tire change and lockout assistance to members and customers.
May participate at public relations events, e.g., attending civic functions for different shows and groups as required.
Ability to respond to member inquiries and interact with all levels of individuals at a level normally acquired through the completion of a high school degree or equivalent.
A minimum of two years experience in an automotive/mechanical environment, or technical school or a minimum of two years of experience in a sales and/or customer service role is required.
Effective communication skills (oral and written) to enable accurate completion of assignments and constructive interaction with others.
Demonstrated knowledge of up-to-date basic vehicle entry techniques and basic mechanical knowledge of vehicles with the ability to use service equipment, which may include floor jacks, jumper units and various hand tools.
Basic proficiency with computer software programs and internet access.
The ability to diagnose minor electrical problems, which includes the removal and installation of vehicles’ batteries.
The ability to lift and carry equipment weighing up to 75 pounds; bending, kneeling and balancing to inspect vehicles and change tires and pushing vehicles on occasion. Must have complete dexterity and fine/gross motor skills. Exposure to noise from traffic and two way radios on a daily basis.
Ability to successfully complete Battery and Warranty training classes.
Ability to successfully complete our Wireless Technology training program and demonstrate proficient use of the unit and related software applications.
Must possess and maintain a valid driver's license with an excellent driving record and have the ability to operate passenger vehicles and light-medium duty trucks while primarily working from a service vehicle. Conditions may vary due to weather, driving conditions and the service requirements of the member or customer.
Ability to operate manual and automatic transmissions vehicles.
Ability to read and interpret paper and electronic maps to determine best route to assist members and customers.
Ability to work holidays and mandatory overtime as necessitated by weather/business conditions. Ability to adjust schedule and priorities to meet business needs.
Must have ability to pass a physical examination on a bi-annual basis as required by Department of Transportation and/or Company policy.
Satisfactory pre-and post-employment screening results, including criminal, drug and motor vehicle screening.
Critical features of this job are described under the headings above. They may be subject to change at any time due to reasonable accommodation or other reasons. Nothing in this job description restricts management’s right to assign or reassign duties and responsibilities to this job at any time.
AAA Mid-Atlantic is a not-for-profit organization dedicated to providing peace of mind, value and superior service through innovation and in...