Roadside Assistance Driver - Flatbed (58615)

AAA Northeast•Avon, 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 or flatbed vehicle. Flatbed Technicians respond to member requests for service within a given estimated time of arrival (ETA), prioritizing personal safety, member safety, and vehicle security. They educate members on potential issues, provide services such as jump starts, flat tire replacement, and vehicle entries. If trained and equipped, they offer minor mechanical assistance to get a vehicle back on the road; otherwise, they tow disabled vehicles to repair facilities or other member-requested destinations. Technicians also promote AAA products and services and work to ensure complete resolution of member issues, striving to achieve 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

Responsibilities

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 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 positively represent 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.
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.