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Location: Austin's Auto Service
1843 W. Broad St., Bethlehem,PA 18018

[email protected]

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:
Provide emergency mechanical assistance to members, including jump starts, tire changes, lockouts, fuel delivery, towing and other services as may be identified by AAA as necessary, in a professional manner, according to established guidelines and quality control procedures.
Deliver extraordinary customer service to AAA Members, and RAP or other AAA customers by accurately answering questions and interpreting club policy. Provide all necessary instructions to ensure a complete understanding of the services that will be rendered.
Make 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). Look for ways to accommodate members in all situations.

Regularly handle escalated service requests, including difficult to tow vehicles, or vehicles located in areas or positions that prevent timely service by independent contract stations.

Regularly demonstrate exceptional customer services skills resulting in regular assignments to provide service to Members or other customers.

Troubleshoot roadside emergencies and get the vehicle back on the road when safe.

Maintain assigned vehicle, service equipment and uniform ensuring safety and cleanliness standards are met.

Reports problems with equipment or vehicle to Lead Driver, Supervisor and/or fleet repair technicians.

Complete daily log sheet and truck pre-post DOT inspection sheet. Report prior damage by recording to call record via in-truck terminal.

DUTIES/RESPONSIBILITIES:
Occasionally collect money due from members for additional ERS services and maintain accurate electronic or hand written field receipts.

May operate vehicle for pickup or delivery of supplies, personnel or members and equipment as required.

Attend public relations/civic functions for different shows and groups as required.

Perform miscellaneous job related duties, as assigned, across all areas of Automotive Services.


Job Requirements
Ability to respond to member inquiries and interact with all levels of individuals at a level normally acquired through the completion of a high school degree or equivalent and three (3) years of experience in an automotive/mechanical environment.

Must possess and maintain a valid driver’s license with a satisfactory driving record and the ability to operate passenger vehicles and trucks with automatic and manual transmissions.
Effective communication skills (oral and written) to enable accurate completion of assignments and constructive interaction with others.
Ability to successfully complete International Institute of Towing and Recovery certification coursework & other departmental training courses within 180 days of hire. Ability to successfully complete additional ongoing departmental courses will be required.

Basic proficiency with computer software programs and internet access.
Ability to successfully complete the in-truck wireless communication training program and demonstrate proficient use of the unit within 90 days of hire.
Ability to pass a physical examination required by the Department of Transportation and must obtain and maintain the certificate for the duration of employment in the position.

Ability to lift and carry equipment weighing up to 75 pounds; bend, kneel and balance to inspect vehicles and change tires for periods of five to ten minutes at a time and push vehicles on occasion.

Must have complete dexterity and fine and gross motor skills.

Ability to work in an environment with exposure to noise from traffic, two way radio, on a daily basis.

Ability to operate wheel-lift or flatbed equipment, as well as the ability to utilize tow dollies, Go Jacks, or similar equipment, as necessary.

Demonstrated knowledge of up-to-date basic vehicle entry techniques and basic mechanical knowledge of cars with the ability to use service equipment, which may include floor jacks, jumper units and various hand tools.

Able to read and interpret maps, electronic or paper to determine best route to assist members.

Ability to work mandatory overtime as necessitated by weather, call volume or other business conditions, and to work holidays as required.

Satisfactory pre-and post-employment screening results, including criminal, drug and motor vehicle screening.