Roadside Assistance Driver - Flatbed (59938)

About the Role

Provide safe, best-in-class roadside solutions for AAA members while ensuring positive member experiences in a tow or flatbed vehicle. Respond to member requests within the given ETA, ensuring personal safety, member safety, and vehicle security. Educate members on possible issues and provide services such as jump starts, flat tire replacement, and minor mechanical assistance to attempt to get the member's vehicle back on the road. If unsuccessful, tow disabled vehicles to repair facilities or other requested destinations. Promote AAA products and services and ensure complete resolution of member issues while meeting club performance standards for go rates and membership satisfaction.

Responsibilities

• Accept calls and respond to Dispatch or members with ETA to destination.
• Locate and greet members, addressing their emotional state (e.g., calming angry members or reassuring anxious ones) in addition to handling technical aspects.
• Assess scene safety upon arrival to ensure the vehicle is in a safe location for service.
• Provide efficient minor mechanical assistance and towing service:
  • Ask probing questions to diagnose probable causes of breakdowns.
  • Determine the best course of action based on collected information.
  • Request assistance if unsure about a situation.
  • Provide battery boosts following all safety procedures.
  • Safely tow vehicles according to Club policies, AAA towing manual guidelines, or manufacturer’s specifications.
• Maintain AAA’s high standard of service and image:
  • Maintain service vehicle and equipment in safe working order (conduct safety checks).
  • Keep inventory of tools and products to ensure all service calls can be completed.
  • Follow traffic and motor vehicle laws as well as safety procedures to avoid injury, crash, and damage.
  • Maintain a professional image (self and vehicle) to positively represent the AAA brand.
  • Follow temporarily repaired vehicles to ensure member safety or transport members to their destination if the vehicle is towed.
• Operate in-vehicle MDC computer to receive and update call information.
• Collect Club revenue through cash and credit cards accurately based on services rendered.
• Safeguard confidential information and follow proper guidelines on paperwork according to Club policies.
• Promote AAA products and services:
  • Educate members on AAA battery replacement service and refer calls to appropriate technicians.
  • Promote other AAA products and services.
  • Work with Dispatch to get members to their intended destinations (e.g., hotel, airline reservations, rental car).
• Work independently with minimal face-to-face contact with other team members.
• Be flexible and adapt to a variety of shifts to cover a 24/7 operation.
• Take special care to prevent damage and injury by locating ideal securing points and responding to changing vehicle dynamics while towing.
• Work under pressure, in busy circumstances, with varying traffic and weather conditions.
• Perform other duties as assigned.

Requirements

• High School Diploma or GED.
• At least 21 years of age.
• Post-secondary training in automotive mechanics and familiarity with electrical troubleshooting.
• Active and valid driver’s license issued by only one state or jurisdiction.
• DOT card required pre-hire and maintained as a current employee within 1 year.
• Satisfactorily pass a motor vehicle record check during pre-hire screening and periodically during employment.

Pay

The pay range for this position is $24.00 - $27.00 per hour. Base pay may vary depending on job-related knowledge, skills, shift differentials, and experience. Additional compensation includes:

• Annual bonuses.
• Monthly and/or quarterly incentives for eligible roles.
• Shift differentials:
  • $2.75 per hour for overnight shifts (10 PM - 6 AM).
  • $1.75 per hour for evening shifts (6 PM - 10 PM).
  • $1.00 per hour for weekend hours.

  Differentials can be combined.

Schedule

Wednesday - Saturday, 7:00 PM - 5:30 AM.

Benefits

• Award-winning medical, dental, and vision coverage with employer contributions covering up to 93% of the premium cost.
• Retirement: 6% company match on 401(k) contributions, fully vested and made every pay period.
• Paid time off: 3 weeks’ vacation, 12 holidays, 8 sick days, and 48 hours of volunteer time annually.
• Free AAA membership.
• Insurance discounts and travel commission refund.
• Up to $625 in Wellness Incentives.
• Up to $6,000 in tuition reimbursement.