AAA The Auto Club Group Reviews

Where do I begin? First things first, this company holds its employees to extremely unrealistic standards in order to cut corners and costs wherever possible - whether it be the dated and slow computer systems that can barely handle the programs Call Receivers and Managers have to use, or the absolutely abysmal facilities in the break room compared to other call centers (the food vending machine has been affectionately named the "Wheel of Death" by how often its contents get employees sick), and that's without mentioning the questionable cleanliness of the place. And that's without mentioning the actual job... Employees start off here as Call Receivers (CA1's, for short) and get an increasingly shorter training class where they aren't offered nearly enough time to learn the ins and outs of the job. They're then paired with other call receivers and guided through 3-6 days of side-by-side mentoring, where it's instilled in new employees that they need to do the following: -Follow a tight script and hit major bullet points -Collect information for AAA motorists who are stranded on the side of the road in dangerous situations -Encourage said motorists to take light service, even when the member needs a tow (if the words "Won't Start" are said, it's automatically flagged as a jumpstart) -If the motorist is lucky enough to say the right words to get a tow, the Call Receiver is forced to read a long script encouraging the member to choose a "AAA Approved Auto Repair Facility" (AAR/COR), even if the member knows where they'd like to be towed to And then they're told to tell the member how long it's going to be. Sounds simple, huh? However, call receivers are expected to meet the following benchmarks: 56.7% of all calls MUST be dispatched as On-The-Go light service (anything that's not a tow) 8% of all tows MUST go to AAR or COR's Calls MUST be kept under 5 minutes, 50 seconds Employees must stay under 0.49% of their monthly time working to use the bathroom, etc. (Not Ready Time) Employees must certify on ALL of their calls monitored in a given month, if you fail one by missing one part of the script, you fail for the month. Employees must use less than 23 seconds to finish up their notes after a call. (ACW) And that's not mentioning the worst parts! AAA (ACG) is known to do horrendous things to its employees in busier times. During my time there, there were many times where my breaks were cancelled due to unsustainable call volume, where I'd have to go hours and hours without a break. This happens due to under staffing, but they can't manage to keep their staff there long enough to solve this issue. Recently, they've cancelled scheduled days off (!!) on 2 occasions, and are doing it again for those who have the Tuesday after New Year's Day off. In addition, you can count on anywhere from 5-10 hours of mandatory, last minute overtime added per week. This is unacceptable. The Grand Rapids management is pathetic, from the director on down. And that's without considering the angry members who are often left to the side of the road for hours on end... and you know who gets to hear about that? You, the call receiver, from the member!

Everything! Constantly pressuring to refer and hit goals even during the pandemic. Micromanaging everything from breaks, hold time and how much time you spend to send emails or IM in a team chat. During the pandemic they didn’t offer assistance for workers. They “allowed” us to use the next years sick time and vacation if we needed time off for Covid. Supervisors took weeks off but we couldn’t get reasonable time if sick or dealing with loss during the pandemic. If needing help supervisors were never available and always in meetings. Even when trying to apply for a medical leave I would have to jump threw hoops and work with a 3rd party company to get my time approved which I never got paid for my medical leave for February 2020. They just expect everyone to go above and beyond for minimal pay and hit ever goal or threaten to write you up and fire you. It was mentally exhausting working for this company and they always had something negative to say about my work. They also never to accountability if other departments didn’t not follow guidelines or LAWS! I was expected to help other departments when that I was never trained in. Overall I stayed almost 4 years and realized during Covid they did not care about us as workers but as long as we made them more money it was forgiven. Please save yourself and do not work here in any department!