Roadside Assistance Driver - Tow (60305)

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 and achieving performance standards and member satisfaction rates. Tow Technicians respond to member requests for service within a given ETA, ensure personal and member safety and vehicle security, educate members on possible issues, provide jump starts, replace flat tires, perform vehicle entries, and provide other related services. They may provide minor mechanical assistance (if trained and equipped) to get a member’s vehicle back on the road; if not successful, they tow disabled vehicles to repair facilities or other member-requested destinations, promote AAA products and services, and ensure complete resolution of member issues.

Responsibilities

• Accept calls and respond to Dispatch or members with ETA to destination
• Locate members, greet them, and address their emotional state (e.g., calming anger, reassuring fear or anxiety) while handling technical aspects
• Assess scene safety on arrival to ensure the vehicle is in a safe location and does not endanger the member or traveling companions
• Provide efficient minor mechanical assistance (if trained and equipped) and towing service:
  • Make a preliminary determination of the best course of action based on collected information
  • Request assistance when unsure about a situation
  • Provide battery boosts following all safety procedures
  • If towing is required, safely tow vehicles per Club policies and procedures, AAA towing manual guidelines, or manufacturer specifications
• Maintain AAA high standard of service and image:
  • Maintain service vehicle and equipment in good, safe working order (conduct safety checks)
  • Maintain inventory of tools and products to ensure all service calls can be completed
  • Follow all traffic and motor vehicle laws and 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 to be towed (subject to Club policies and procedures)
  • 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 per 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 little face-to-face contact with other service 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 in locating ideal securing points and understanding/responding to changing vehicle dynamics with something in tow
• Support various fleet locations based on business needs to be flexible and work nights, extended hours, weekends, and holidays
• Perform other duties as assigned

Requirements

• High School Diploma or GED required
• At least 21 years of age 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 required
• Satisfactorily pass a motor vehicle record check during pre-hire screening and periodically during employment in accordance with policy

Compensation

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 to employees, and certain roles are eligible for additional monthly and/or quarterly incentives. Employees may participate in award-winning medical, dental, vision, wellness, and financial benefits (6% 401k match), plus a wide array of other employee and membership benefits.

Shift Differentials

• $2.75 per hour for overnight shifts (10:00 p.m. – 6:00 a.m.)
• $1.75 per hour for evening shifts (6:00 p.m. – 10:00 p.m.)
• $1.00 per hour for weekend hours
• Differentials can be combined

Schedule

Tuesday–Saturday, 4:30 p.m. – 1:00 a.m.