Roadside Assistance Driver - Tow (59777)

Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? At AAA Northeast, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

About the role

The Roadside Service Tech I-Tow is responsible for providing safe and best-in-class roadside solutions for AAA members while ensuring positive member experiences, achieving performance standards, and maintaining high member satisfaction rates. Tow Technicians respond to member requests for service within a given ETA, ensure personal and member safety, and provide services such as jump starts, flat tire replacement, and minor mechanical assistance. If the vehicle cannot be repaired on-site, technicians tow it to a repair facility or other requested destination. They also promote AAA products and services and ensure complete resolution of member issues.

Responsibilities

• Accept calls and respond to Dispatch or members with an ETA to the destination.
• Locate members and greet them, addressing their emotional state (e.g., calming an angry member or reassuring an anxious one) while handling the technical aspects of the situation.
• Assess the safety of the scene on arrival to ensure the vehicle is in a safe location for service.
• Provide efficient minor mechanical assistance (if trained and equipped) and towing service:
  • Make a preliminary determination of the best course of action based on the situation.
  • Ask for 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 the service vehicle and equipment in good, safe working order (conduct safety checks).
  • Keep an inventory of tools and products to ensure all service calls can be completed.
  • Follow all 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 (subject to Club policies).
  • Operate the 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 the appropriate technician.
  • 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.
• Support various fleet locations based on business needs, including working nights, extended hours, weekends, and holidays.
• Perform other duties as assigned.

Requirements

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

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. Annual bonuses are offered, and certain roles are eligible for additional monthly and/or quarterly incentives.

• Additional $2.75 per hour overnight shift differential for any hours worked between 10 PM and 6 AM.
• Additional $1.75 per hour evening shift differential for any hours worked between 6 PM and 10 PM.
• Additional $1 per hour shift differential for working weekend hours.
• Differentials can be combined.

Schedule

Monday, Tuesday, Friday, Saturday: 10 AM - 8:30 PM.

Benefits

• Award-winning medical, dental, and vision benefits.
• Wellness and financial benefits, including a 6% 401k match.
• A wide array of other employee and membership benefits.