Roadside Assistance Driver - Flatbed (58660)

AAA Northeast•West Springfield Town, MA

1d•Onsite

About The Position

At AAA Northeast, the Roadside Service Tech Flatbed is responsible for providing safe and best-in-class roadside solutions for AAA members, ensuring positive member experiences in a tow vehicle or flatbed vehicle. Flatbed Technicians respond to member requests within a given ETA, prioritizing personal safety, member safety, and vehicle security. They educate members on potential issues, provide services such as jump starts, flat tire replacements, and vehicle entries. They also offer minor mechanical assistance (if trained and equipped) to get vehicles back on the road, or tow disabled vehicles to repair facilities or other member-requested destinations if repairs are unsuccessful. The role involves promoting AAA products and services and ensuring complete resolution of member issues, while achieving club performance standards for go rates and membership satisfaction.

Requirements

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

Responsibilities

Accept calls and respond to Dispatch or members with ETA to destination.
Locate and greet members, taking action to manage their emotional state (e.g., calming anger, providing reassurance) in addition to handling technical aspects.
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, including diagnosing probable causes of breakdowns, making preliminary determinations of action, providing battery boosts, and safely towing vehicles according to Club policies and guidelines.
Maintain service vehicle and equipment in good safe working order and ensure inventory of tools and products is sufficient for service calls.
Follow all traffic and motor vehicle laws, as well as safety procedures to prevent injury, crashes, 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.
Operate in-vehicle MDC computer to receive and update information regarding calls.
Collect Club revenue accurately through cash and credit cards based on services rendered.
Safeguard confidential information and follow proper guidelines on paperwork according to Club policies.
Promote AAA products and services, including educating members on battery replacement service and referring to appropriate technicians, and assisting with member destinations (e.g., hotel, airline reservations, rental car).
Work independently with minimal face-to-face contact with other service team members.
Be flexible and adapt to work a variety of shifts to cover a 24/7 operation.
Take special care to prevent damage and injury by locating ideal securing points and understanding and responding to changing vehicle dynamics with something in tow.
Work under pressure, in busy circumstances, with various traffic and weather conditions.
Perform other duties as assigned.