technician

AAA Roadside Assistance

Started working AAA Emergency Roadside Assistance in July 2009 -- loved the work and the people I worked with were pretty good.  You don't have Supervisors....you have "PF"s  performance facilitators .... now they are supposed to be there to help all thru your work shifts....they used to be helpful and they cared.....they would talk to a customer who insisted on a "Supervisor".....
Then by late 2012 - something seriously changed -- it was like Aliens or Natzis took over--- suddenly you couldn't talk to anyone anymore -- you had to use e-mail and they never answered it.....you were not getting any decent amount of hours to work -- my income was cut in half by Jan 2013 -- and no one would tell us what was going on.....
All of Arise seemed to just go down the tubes then .... e-mails were coming out from management with constant threats of "Termination of SOW (Statement of Work) "  and then they just started dropping Agents left and right for very bogus reasons ....and there wasn't anyone you could talk to to find out why you were Terminated!!  You also are not going to ever work for another client in Arise once you have been Terminated....so, unless you were working 2 clients at the same time-- you were gone ... and despite the Independent Contractor "thing"....they sure abuse that to their benefit.....the only good thing is -- they'll take anyone on -- just pay your Course Fee ...join the class -- stick it out to the end -- and they'll let you work ...but you have absolutely NO job security -- you will get no warning -- no 2nd chances.....

A typical work day consisted of rude, belligerent members screaming and cussing at you on most calls. Strict attendance policy when it comes to logging in. Often the system is not working properly and it will still be held against you and you're written up. The micro-management brings about unnecessary stress on a job thats not hard. They're short staffed on nights therefore they traib you for dual roles but don't pay you the difference in doing a job that pay rate is higher than member representative. System doesn't properly account for productivity yet you will still be written up and not paid for your work.  The manager you see jn an interview that person/personality never shows up  again. Don't belive the lies told about the family oriented culture, they do not care about your well being, they only care about members good, bad or indifferent. The job itself is not hard. If the environment was more relaxed it would be a great place to work. High turn over due to poor style of management, not the workers. The managers (some of them) stick together in cancelling employees rather than understanding the people they lead. Have never seen a company where most of the management and people in leadership roles are extremely unprofessional and under developed. 

To anyone considering this job. Dont do it. I started here 5 years ago and it was a completely different environment. Managers were helpful, supportive and wanted you to succeed. There is no one like this left in the company. Everyone had slowly left because the job is nothing what it once was. They tell you that you will be dispatching but you will not, you will be stuck on back to back calls the entire 8 hours. They expect you to handle everything but wont give you the time to do it. There is no after call work time in between calls, you hang up with one call and immediately have another. Members are waiting over 5 hours for assistance because you dont have the required resources to get them someone sooner or at all. When you reach out for assistance you are just told to tell the member we cant help them.. as an ERS company that is unacceptable. This is a money hungry ponzi scheme of a company. This job had me having breakdowns on the clock because of the amount of stress and feeling I wasnt doing things right when in reality we just didnt have what we needed to do it. I would never work for this company again and much less pay for a membership to be left on the side of the road for hours on end.

This company brings you in providing false information. They explain and train you to be a customer service agent to provide roadside assistance to their customers. After a few weeks of being on the floor from training you are then told that you have to offer an AAR to each customer. After being told to offer the AAR you are told that you have to get a certain amount per day. If you do not meet the AAR requirement but you apply all your knowledge to the job you applied for (customer service) not sales then you will be let go if you are not meeting quotas. I left before they had the opportunity to fire me for not pushing the AAR's.As for my stats pertaining to my job as a customer service agent I always scored high. After working for AAA Roadside Assistance I have decided that I will never work for a company that wants me to provide customer service and sales at the same time. When clearly that is not what I applied for. I know my strengths and weaknesses and sales is not one of them. Coming in day to day trying to forced a sale on a customer  to save my job was to stressful so I left.

That's all I can really say. AAA is an OK employer. They have great benefits and the hours are always available. Sometimes too available- they MANDATE TONS OF OVERTIME which makes it super hard to have a personal life or even just be home for dinner with the kids. I recommend this job only for people who like last minute schedule changes, no guaranteed days off, and no real home life. Otherwise, you definitely pay for the "perks" of this job in lots of other ways. Plus the managers are not very attentive because they are always too worried about their own job security .

Answering calls all day everyday sometime for 9-13 hours at a time is emotionally and mentally exhausting. It's rare that you can leave your desk and that makes it difficult to stay comfortable because sitting for that long is hard to do.

I left because I had personal problems outside of work.  Even though I tried to negotiate something so I could stay on while I was resolving my problems, the supervisors hands were tied by lack of authority and the manager showed no flexibility.  After they'd spent the money to train me, I was surprised at the "in the box" thinking rather than finding solutions to get more from their investment.  I was able to resolve the problems I was having within 2 weeks and would have been very happy to resume my full time work there and to relay my gratitude in strong work performance and dependability.... or in AAA lingo "Adherence"

I can’t really say any bad things about AAA because if it wasn’t for them I wouldn’t have my remote job from home. They have helped a lot even worked with my school schedule. There is room to grow and advancements as long as you’re doing your job. It’s just really fast paced so be prepared to hear complaining customers because this job is road side assistance. There will not always be bad and some days are better than others. So if you prepared for a company who really cares about their members I will say AAA IS THE JOB FOR YOU. If you planning on talking to your friends while you’re at work not the job for you calls are back to back. 

Working in call management meant working on service requests that had no immediate service provider in the system. Building relationships with service providers is important. Sometimes those service providers die doing their job. 
This job can strip you of your humanity, but it paid really well. It is all emotional labor on the phone all day. I struggled with the mental load. 

IF your looking for a second job to supplement income this is a great place to work.  As for a fulltime-lone position it kind of sucks. Co workers are cool, its not a hard job.  But you're responsible FOR EVERYTHING.  Hardest part of the job is the pay and the elements that you work in. Rain, snow, sleet, heat, busy highways, people not caring whether your helping someone on the side of the highway or not.  The best part of the job is being able to drive around all day, the long tows out of town, and the member appreciation.

AAA was an experience I will never forget. You do get the chance to meet some amazing people. You also get the chance to learn different techniques of different things. But just like any other place you have pros and cons. Pros, good pay, good benefits, some of the people are great. Cons, different information is told by different managers or co workers in general, hours are very weird. Attendance points & stats are very strict. If you are a person who loves to communicate over the phones & is okay with being under pressure this is the place for you.

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