Roadside Assistance Driver - Flatbed

The Roadside Service Tech Flatbed is responsible for providing safe and best in class roadside solutions for AAA members while ensuring positive member experiences in a tow vehicle or flatbed vehicle. Flatbed Technicians are responsible for responding to member requests for service within a given ETA (estimated time of arrival). They ensure member safety and vehicle security, educate members on possible issues, provide jump starts, replace flat tires, present vehicle entries and other related services. Provides minor mechanical assistance (if trained and equipped) in attempt to get member’s vehicle on-the-go instead of tow. If not successful, then tow disabled vehicles to repair facilities or other member requested destinations; promote AAA products and services; ensure complete resolution of member issues. Flatbed Technicians achieve club performance standards for go rates and membership satisfaction.

Responds to Member’s request for service

Accepts calls and responds to Dispatch or members with ETA to destination.

Locates members and greets members to take action, as necessary, to deal with their emotional state (e.g. calming down someone who is angry, providing reassurance and advice to someone who is fearful or anxious), in addition to handling the technical aspects of the situation.

Assesses the safety of the scene on arrival to ensure that the vehicle is in a safe location to provide service so as not to endanger the member or their traveling companions.

Provides efficient minor mechanical assistance (if trained and equipped) and towing service

Asks probing questions to help diagnose probable causes of breakdowns.

Makes a preliminary determination of the best course of action based on all information collected about the situation. Asks for assistance if unsure about a certain situation.

Provides battery boost as appropriate; follows all safety procedures.

If towing is required, safely tows vehicles established Club policies and procedures, along with AAA towing manual guidelines or manufacturer’s specifications, as appropriate.

Maintains AAA high standard of service and image

Maintains service vehicle and equipment in good safe working order (conduct safety checks).

Maintains inventory of tools and products to ensure all service calls can be completed.

Follows all traffic and motor vehicle laws as well as safety procedures to avoid injury, crash and damage.

Maintains a professional image (self and vehicle) to properly portray the AAA brand.

Follows temporarily repaired vehicles to ensure member safety or transports members to their destination if vehicle is to be towed (subject to Club policies and procedures).

Operates in vehicle MDC computer to receive and update information regarding calls.

Collects 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.

Promotes AAA products and services

Educates members on AAA battery replacement service and refers call to appropriate technician.

Promotes other AAA products and services.

Works with Dispatch to get members to their intended destinations (e.g., hotel, airline reservations, rental car).

Ability to work independently with little face-to-face contact with other members of the service team. Must be flexible and adapt to work a variety of shifts to cover a 24/7 operation.

Takes special care to prevent damage and injury in locating ideal securing points, understanding and responding to changing vehicle dynamics with something in tow.

Working under pressure, in busy circumstances, with various traffic conditions, weather conditions

Other duties may be assigned.

Education/Licenses/Certifications

High School diploma or GED required

Active and valid driver’s license issued by only one state or jurisdiction required

Able to obtain and maintain a minimum of one-year DOT card pre-hire and as a current employee required

Satisfactorily pass a motor vehicle record check during pre-hire screening and periodically during employment in accordance with policy required

Experience

At least 21 years of age

Post-secondary training in automotive mechanics and familiarity of electrical troubleshooting is preferred

Skills & Abilities

Ability to read maps and utilize navigation resources, including but not limited, to GPS.

Ability to operate a variety of automotive diagnostic equipment, interpret results and perform roadside repairs upon completion of training.

Ability to safely operate Electrical and Mechanical equipment/tools (including but not limited to) multi-meter, air tank, jumper cables, lock-out tools, floor jack, air compressor, MDC computer, tire inflator, wheel lock, funnel, gas can, air impact gun, tire mallet, hand tools, lug wrenches and two-way radio.

Ability to listen to, understand, and communicate with others by telephone, in written form, electronically, or in person.

Encourage, build, and maintain mutual trust, respect, and cooperation with others.

Ability to proactively and consistently close sales and generate referral opportunities by assessing customer needs, cross selling and up selling products and services.

Ability to apply sound judgement to produce appropriate outcomes to a variety of situations. Including high volume and challenging situations.

Ability to maintain confidentiality.

Ability to read and follow work rules, safety practices, and work procedures.