• Receive and accurately document member requests for roadside assistance within the local Club territory. • Demonstrate appropriate knowledge and use of Member Relationship Management (MRM) services in providing members with total service solutions. • Counsel members on Provisions for Service and determine if service requests are within established policies and procedures. • Accurately determine appropriate point of contact and redirect callers when service requests are outside established policies and procedures. • Advise members of service conditions and estimated time of arrival. • Demonstrate empathy and provide reassurance to members. • Identify and communicate adverse service conditions and areas to Service Representatives III and supervision. • Communicate necessary, pertinent information to California Highway Patrol and other public agencies as required. • Notify supervision of any malfunctioning equipment, erroneous or outdated resource materials, unsafe work conditions or any other impediments to fulfilling the responsibilities of the position. • Answer member requests for general membership information and/or refer to appropriate parties. • Work tends to be repetitive, but can be unpredictable and occasionally volatile. • Receive Service Specialists handle incoming calls from members who are under duress coping with vehicle malfunctions and/or find themselves in dangerous situations.