Tow Truck Operator

Details: Schedule Required:   To Be Determined. The fleet is a 24/7 operation and this shift may include evening and weekend shifts. Special Info:   Competencies: Mechanical/Technical PURPOSE: Respond to emergency road service requests from AAA members in a prompt, professional, courteous and safe manner, and provide emergency services to members' and customers’ vehicles. ESSENTIAL FUNCTIONS: Provides emergency mechanical assistance to members, including jump starts, tire changes, lockouts, fuel delivery, towing and other services as may be identified by AAA Mid-Atlantic as necessary, in a professional manner, according to established guidelines and quality control procedures. Delivers extraordinary customer service to AAA Members, and RAP or other AAA Mid-Atlantic customers by accurately answering questions and interpreting club policy. Provides all necessary instructions to ensure a complete understanding of the services that will be rendered. Makes sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., member not with vehicle, use of agent). Looks for ways to accommodate members in 'borderline' situations. DUTIES/RESPONSBILITIES/SCOPE: Occasionally collects money due from members for additional ERS services and maintains accurate field receipts. Answers members' questions and interprets policy regarding service guidelines Regularly handles escalated service requests, including difficult to tow vehicles, or vehicles located in areas or positions that prevent timely service by independent contract stations Regularly demonstrates exceptional customer services skills resulting in regular assignments to provide service to Members or other customers with unique needs. Performs miscellaneous job related duties, as assigned, across all areas of Automotive Services Provides professional, courteous service and has the technical skills necessary to successfully troubleshoot roadside emergencies. Maintains assigned vehicle, service equipment and uniform ensuring safety and cleanliness standards are met. Reports problems with equipment or vehicle to supervisor and/or fleet repair technicians. Handles public relations assignments, e.g., attending civic functions for different shows and groups as required. May operate vehicle for pickup or delivery of supplies, personnel or members and equipment as required. Completes related reports, including call slips or prior damage reports, on a regular basis for review by management.

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