Roadside Assistance Tech – Battery

Company Details

Overview:


The Battery Service Tech is responsible for supporting and promoting the goals of the battery program. This position is also responsible for providing safe and best in class roadside service solutions for AAA members and to ensure positive member experiences in a Battery vehicle as assigned by management. Battery Service 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, flat tire replacement, vehicle entries and other related services. They test all batteries; install and replace batteries as needed; provide roadside diagnostic and repair assistance to disabled member vehicles; promote AAA products and services; ensure complete resolution of member issues. Battery Service Technicians achieve club performance standards for go rates and membership satisfaction. This position is also responsible for providing safe and world class on-the-go roadside service solutions for AAA members and to ensure positive member experiences in a Battery Service Vehicle, while achieving performance standards and member satisfaction rates.

Compensation: $20.70 / hour base pay, along with full benefits & incentives. Additional $2.00 per hour overnight differential on any hours worked between 10pm and 6am. Additional $1 per hour evening differential for any hours worked between 6pm and 10pm. Additional $1 per hour differential for working weekend hours. Differentials can be combined.

Responsibilities:


Responds to Member’s request for service.

Accepts calls and responds to Dispatch or members with ETA to destination; calls members to clarify location and the potential vehicle issue when appropriate.

Locates members and 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.

Greets members and takes 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).

Responsible for effectively communicating all aspects of the battery program clearly to the member. This includes sharing the importance of testing the battery, reinforcing the benefits of the program and recommending the appropriate battery type.

Report results of all diagnostic testing to the member explaining what additional repairs may be necessary and provides referrals to AAR approved facilities.

Maintain minimum performance standards in conversion, testing and installs.

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

Responds to dispatch calls and performs diagnostic testing on a variety of disabled vehicles systems including electrical, battery, starting, charging, ignition and fuel delivery.

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.

Makes temporary repairs if appropriate to allow the member to continue to drive their vehicle and avoid a tow.

Performs battery testing on member’s vehicles utilizing specialized battery testing equipment. If necessary, performs maintenance on battery terminals, determines whether the battery needs boosting or replacement. Provides battery boost as appropriate; performs proper maintenance on battery terminals, utilizing hazardous materials training; install appropriate batteries on-the-spot; follows all safety procedures in accordance to Club policies and procedures.

If towing is required, call for tow.

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).

Participates in the resolution of member complaints related to Roadside Solutions.

Operates lap-top computer to record van activity, invoicing, cash and credit receipts and inventory.

Inspects and maintains the appearance and general mechanical condition of assigned vehicle; restocks sold batteries, tests new stock to ensure condition of batteries; disposes of obsolete batteries following procedures for disposal of hazardous waste; inventories all electronic testing equipment.

Successfully completes AAA Technician Training program.

Certifies to operate a Battery Service Vehicle by attending the required training prior and refreshers annually.

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

Other duties may be assigned.

Qualifications:


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.

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