AAA The Auto Club Group Reviews | Glassdoor

AAA The Auto Club Group Reviews

Updated February 5, 2017
141 reviews

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Full-time Part-time

2.8
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Joe Richardson
16 Ratings

141 Employee Reviews

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Pros
  • Large company and good benefits (in 9 reviews)

  • Great people great atmosphere, management is good (in 9 reviews)

Cons
  • The turnover is the worst I have ever seen at a call center (in 9 reviews)

  • The upper management was very hesitant to make changes to policy and practice, even when desperately needed (in 6 reviews)

More Pros and Cons

  1. "Office staff"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends

    Pros

    Great training, nice people, friendly environment

    Cons

    Highly competitive amongst the commissioned employees

    Advice to Management

    Be fair with everyone/ communicate often


  2. "LAN Analyst - Legal Department"

    Star Star Star Star Star
    Current Employee - LAN Analyst in Detroit, MI
    Current Employee - LAN Analyst in Detroit, MI
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at AAA The Auto Club Group full-time (More than 10 years)

    Pros

    Wonderful Benefits and security in position.

    Cons

    too long a drive from home


  3. "Great Company"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Senior Administrative Assistant in Dearborn, MI
    Former Employee - Senior Administrative Assistant in Dearborn, MI
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at AAA The Auto Club Group full-time (More than 10 years)

    Pros

    Great people great atmosphere, management is good. Great communication

    Cons

    Does not give enough pay for their employees

    Advice to Management

    Thank you for being so wonderful. I miss AAA


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  5. "Great place to work at!"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at AAA The Auto Club Group full-time

    Pros

    Good working environment and benefits.

    Cons

    Behind on technology - otherwise a great company!


  6. "Business Analyst"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Business Analyst
    Former Employee - Business Analyst

    Pros

    Autonomy, yet had deadlines of course. Variety of responsibilities.

    Cons

    Not enough time to LEARN new software (on my own!) needed to complete project in a timely manner. Managers of technical employees are often not technical themselves. They don't get it! They cannot comprehend the reason why you can't just start writing German when you know only English, Spanish, and French.


  7. "Dont Do It"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Customer Service Representative in Nashville, TN
    Former Employee - Customer Service Representative in Nashville, TN
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at AAA The Auto Club Group (Less than a year)

    Pros

    I cant think of a one with this company

    Cons

    No home / work life balance nonexistent. Does not care about you or your personal life at all. Not a lot of personal days available. Does not care about the Mayor telling you its a nation emergency to stay home off the roads, will still ding you if you cannot slip and slide and take your life or personal property in your own hands to get to work. Raise is not worth the time and effort to perform. EXTREMELY HIGH TURNOVER

    Advice to Management

    Listen to your employees if its not working and your turn over rate is ridiculous then fix the problem.


  8. Helpful (1)

    "ERS okay start job full benefits"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - ERS Dispatcher in Dearborn, MI
    Current Employee - ERS Dispatcher in Dearborn, MI
    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO

    I have been working at AAA The Auto Club Group full-time (Less than a year)

    Pros

    Paid holiday , fast paced work environment, nice check. Money is okay , close to freeway , resturants, nice co-workers.

    Cons

    Upset customers , inconsistency in call handle procedures, very high customer and employee turnover rate, lots of people walking around , but not a lot of help

    Advice to Management

    Problem goes beyond general management , company needs to start cleaning house from the bottom up and revamping procedures. If Uber starts getting tow truck drivers on the road to service vehicles with GPS tracking location , AAA will lose over half customers.


  9. Helpful (2)

    "The absolute worst. Don't even consider working here if you have any sense of self-worth."

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee in Grand Rapids, MI
    Former Employee - Anonymous Employee in Grand Rapids, MI
    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO

    I worked at AAA The Auto Club Group full-time (More than a year)

    Pros

    Compensation is average and benefits are okay, there's job security... if you can stand working excessive overtime and having days off cancelled.

    Cons

    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!

    Advice to Management

    Treat your employees like human beings! Allow them the ability to maintain work-life balance, don't force overtime, loosen restrictions on call standards, lower or eliminate On-the-Go and AAR requirements, replace the Director, and Operations Management staff in Grand Rapids. Make improvements to your poor facility. The supervisors try to care, but are tied down by hideous corporate standards.


  10. Helpful (1)

    "AGENCIES"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Insurance Agent in Orlando, FL
    Former Employee - Insurance Agent in Orlando, FL
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at AAA The Auto Club Group (More than 8 years)

    Pros

    Good working environment, branch managers treat persons well

    Cons

    The data base needs updating.......still contains many old land lines for phone services.

    Advice to Management

    Make budget to upgrade the system


  11. Helpful (1)

    "Excellent company to work for"

    Star Star Star Star Star
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    I worked at AAA The Auto Club Group full-time

    Pros

    Such a diverse company with a very friendly atmosphere. AAA taught me the tools to exceed in customer service and gave me several opportunities to move up within the company.

    Cons

    There aren't many cons to working there. I would say, if I had to choose one thing, it would be that you don't work more closely with your supervisors on most teams.



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