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Roadside Assistance Specialist

3 months ago

San Rafael, California, United States AAA Northern California, Nevada & Utah Full time

Job Overview
At AAA Northern California, Nevada & Utah, we are dedicated to our mission of creating lifelong members by harnessing the innovative spirit of our team. We refer to our club's vision, mission, values, and supporting pillars as "Our House," which serves as the foundation for everything we do.

Why Join Our Team?

  • Competitive Compensation: Opportunity to participate in AAA's discretionary annual incentive plan or other incentive programs based on your role.
  • 401k Matching: Enjoy a $1 for $1 company match up to 6% of eligible earnings per pay period.
  • Comprehensive Benefits: Medical, Dental, Vision, wellness programs, and more.
  • Paid Holidays: Enjoy designated holidays off.
  • Paid Time Off: Accrue paid time off monthly, with an additional 24 hours per year dedicated to volunteer activities.
  • Collaborative Work Environment: Your contributions will be valued as we strive to provide exceptional service to our members.
  • Complimentary AAA Classic Membership: Enjoy the benefits of membership at no cost.
  • Discounts on AAA Products: Take advantage of exclusive discounts.
  • Tuition Reimbursement: Invest in your education with our reimbursement program.

Position Summary
As a Roadside Assistance Specialist, you will be responsible for operating a designated service vehicle (such as tow trucks, battery service vehicles, and light service vehicles) to assist AAA members and commercial clients. Your role will involve performing basic diagnostics and troubleshooting on vehicles while delivering an outstanding customer service experience.

Key Responsibilities
- Drive and operate service vehicles for various assistance tasks (e.g., flat tire changes, lock-out services, fuel delivery, etc.).
- Engage with customers on-site, establishing rapport and trust while effectively solving their problems.
- Utilize sales skills to promote AAA products and services during service interactions.
- Operate on-board computers, radio communications, and mapping systems.
- Complete daily paperwork, including call logs, battery invoices, and cash receipts.

Qualifications
- Excellent verbal and written communication skills, even under pressure.
- Familiarity with vehicle components and common vehicle failure causes.
- Strong problem-solving and listening skills to ensure member safety and address safety concerns appropriately.
- Ability to drive both manual and automatic vehicles.

Education & Experience
- Valid driver's license with a clean driving record.
- Minimum of two years of experience in a customer-facing role.
- Relevant training and certifications (e.g., AAA Compliance Training, RPST, TSAAC, Lock-out, PSP, Battery Service Training) preferred.
- Vocational technical automotive training or equivalent experience is a plus.
- ASE (Automotive Service Excellence) certification is preferred.

Work Environment & Physical Requirements
- Work outdoors at vehicle sites, lifting and carrying items weighing up to 50 pounds multiple times a day; bending, kneeling, and stooping as necessary for service calls.
- Operate in various weather conditions and traffic environments. Recovery sites may be wet, messy, and hazardous. Service Providers must provide a photograph for identification purposes.