Service Officer - Rotorua

About the Role

AA New Zealand, a trusted name in motoring services for over 120 years, is seeking a Service Officer based in Rotorua. Our organisation is evolving into a more modern, connected business focused on providing outstanding service to our over one million Members. As a Service Officer, you will serve as the AA's on-the-ground representative delivering expert roadside assistance to Members.

Key Responsibilities

• Deliver professional roadside support by diagnosing vehicle problems and implementing effective, safe repairs.
• Manage jobs assigned through the Contact Centre and Dispatch teams efficiently while adhering to performance standards and key performance indicators.
• Engage clearly with Members to explain technical issues, subsequent steps, and available options.
• Accurately handle payment processing using AA's digital platforms to ensure smooth service access for Members.
• Identify opportunities to recommend AA products and associated partner services that align with customer needs.
• Maintain a polished professional appearance including vehicle upkeep, uniform, and courteous customer interactions.
• Assume responsibility for ensuring your service vehicle, tools, and equipment are clean, cared for, and operational.
• Adhere rigorously to AA health and safety policies to safeguard yourself, colleagues, and the public.
• Support a collaborative work environment by assisting teammates and contributing constructive feedback to enhance service delivery.

Work Conditions

This position involves working independently from your service vehicle on a rotating schedule including weekends and public holidays, providing critical support across the week in the Rotorua area.

Candidate Profile

The ideal candidate is a proactive, customer-oriented automotive professional with a passion for solving problems and assisting customers in urgent situations. You handle pressure well and maintain professionalism in every interaction.

Qualifications & Skills

• Completion of a Level 4 Automotive Trade Qualification or an equivalent certification paired with relevant recent automotive industry experience.
• Strong capabilities in fault diagnosis and delivering practical solutions on the roadside.
• A clean, full New Zealand Driver Licence with a commitment to safe driving standards.
• Familiarity and comfort using computers, tablets, and in-vehicle technology for job completion and payment processing.
• Excellent communication skills enabling clear and reassuring conversations with customers about technical matters.
• Robust dedication to delivering excellent customer service while representing the AA brand professionally and ethically.
• Availability and flexibility to work the rotating roster including weekends and public holidays.

Benefits

• Complimentary AA membership for you and your family.
• Birthday leave day each year.
• Access to training and career development opportunities.
• Discounts on insurance products.

Additional Information

The AA fosters an inclusive culture where diversity is celebrated, encouraging all applicants to bring their authentic selves to their work. Applicants who may not meet every requirement but are keen to discuss their suitability are encouraged to apply. The organisation is continuously expanding its services, presenting multiple growth pathways for employees.