Roadside Assistance Technician/ Tow Driver

Roadside Assistance Technician

Operates tow trucks or light service vehicles to provide Emergency Road Service (ERS) to AAA members as requested. Receives call information (location of disabled vehicle) from the Customer Interaction Center and responds to the scene of disablement. Identifies the problem, verifies possession of valid AAA membership card, and provides service to include tire changes, fuel delivery, battery testing, battery jumpstarts, battery installations, minor mechanical adjustments, and lockout service in accordance with established procedures. Arranges for or tows vehicle, following specific instructions from the tow manual when the vehicle cannot be started or is unsafe to drive.

Conducts pre and post-trip DOT checklists documenting any vehicle issues or maintenance requirements. Cleans the service vehicle on a regular basis.

Tracks/records all daily activities by completing call logs, vehicle logs, receipts, etc. Utilizes tablet or electronic device to update calls and review towing/battery procedures and information.

Maintains safe and acceptable driving record and DOT certification. Reports all driving infractions to management.

Responsible for maintaining acceptable goals and scores related to member satisfaction, on the go (tow) or battery tests/sales, calls per hour and safety.

May provide support at special events (i.e. parades, travel shows, Car Care or Public Relations events)

None

Required Qualifications

• Possession of high school diploma or equivalent (GED)
• Possession of a valid state driver's license with minimal driving infractions/incidents.
• If employed in Illinois, possession of a valid Illinois C-Non CDL driver's license.**
• Successfully complete drug screening, MVR, criminal background check, and DOT health screenings (pre-employment and ongoing).

Experience:

• Customer Service Experience including ability to effectively communicate to customers/ members and understand the need for meeting/exceeding customer expectations.

Knowledge and Skills:

• Safely operate a full-size or mini service van or tow truck and applicable service equipment to assist AAA members, employees and other motorists
• Lift material weighing up to seventy-five (75) pounds
• Utilize GPS and maps to locate member breakdown locations.
• Read and interpret AAA emergency road service rules and benefits
• Communicate effectively with others in a work environment and with the public
• Maintain accurate records
• Ability to work independently, contacting leadership when necessary for direction or support.
• Perform basic mathematic calculations such as addition, subtraction, multiplication and division
• Successfully complete AAA training programs
• Support team efforts in order to achieve departmental performance goals

Preferred Qualifications

• Experience servicing vehicles such as providing fuel, testing batteries for damaged cells, replacing batteries, performing jumpstarts, providing lockout service, and changing/inflating flat tires
• Prior tow truck driver or roadside service experience. Safely operate a wheel lift, flatbed, dolly towing equipment and full-size or mini service vehicle and applicable service equipment
• Commercial driving experience.

Provides roadside service to AAA members. Works primarily out of office with frequent (up to 95% of work time) exposure to road hazards and temperature extremes. Spends less than 5% of the time in a temperature controlled office environment.