PURPOSE:
Respond to emergency road service requests from AAA members in a prompt, professional, courteous and safe manner, and provide emergency services to members' and customers’ vehicles.
ESSENTIAL FUNCTIONS:
Provides emergency mechanical assistance to members, including jump starts, tire changes, lockouts, fuel delivery, towing and other services as may be identified by AAA Mid-Atlantic as necessary, in a professional manner, according to established guidelines and quality control procedures.
Delivers extraordinary customer service to AAA Members, and RAP or other AAA Mid-Atlantic customers by accurately answering questions and interpreting club policy. Provides all necessary instructions to ensure a complete understanding of the services that will be rendered.
Makes 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). Looks for ways to accommodate members in "borderline" situations.
DUTIES/RESPONSBILITIES/SCOPE:
Occasionally collects money due from members for additional ERS services and maintains accurate field receipts.
Answers members' questions and interprets policy regarding service guidelines
Regularly handles escalated service requests, including difficult to tow vehicles, or vehicles located in areas or positions that prevent timely service by independent contract stations
Regularly demonstrates exceptional customer services skills resulting in regular assignments to provide service to Members or other customers with unique needs.
Performs miscellaneous job related duties, as assigned, across all areas of Automotive Services
Provides professional, courteous service and has the technical skills necessary to successfully troubleshoot roadside emergencies.
Maintains assigned vehicle, service equipment and uniform ensuring safety and cleanliness standards are met. Reports problems with equipment or vehicle to supervisor and/or fleet repair technicians.
Handles public relations assignments, e.g., attending civic functions for different shows and groups as required.
May operate vehicle for pickup or delivery of supplies, personnel or members and equipment as required.
Completes related reports, including call slips or prior damage reports, on a regular basis for review by management.
Job Requirements
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, and three years of experience in an automotive/mechanical environment.
Completion of ITTR coursework & TRAA certification required within one year of hire or promotion to this position
The ability to lift and carry equipment weighing up to 75 pounds; bending, kneeling and balancing to inspect cars and change tires five to ten minutes at a time; and pushing on occasion. Some exposure to noise from traffic, two way radio, on a daily basis. Must be physically able to drive an assigned vehicle.
Successful completion of the MDC training program with the ability to demonstrate proficient use of the unit.
Clean driving record as determined by business line and agree to submit to drug testing (pre-hire, post incident & periodic). May be required to pass a physical examination on a bi-annual basis as required by the Department of Transportation or corporate policy. Tow truck operators may be required to obtain commercial drivers license
Ability to operate Wheel-Lift or Flatbed equipment, as well as the ability to utilize tow dollies, or similar equipment, as necessary.
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 cars with the ability to use service equipment, which may include floor jacks, jumper units and various hand tools.
Ability to operate manual and automatic transmission vehicles may be required.
Able to read and interpret maps to determine best route to assist members.
Ability to work mandatory overtime as necessitated by weather/business conditions, and to work holidays as required.
For Associates located in Virginia:
Successful attainment of Class A or Class B operator license issued by the Board of Towing and Recovery Operators (BRTO) within 60 days of hire date.
AAA Mid-Atlantic - 10 months ago
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