Goal: Deliver an EXCELLENT experience on every work order. Survey scores play a key role in your performance and continued access to work. You are expected to deliver an excellent customer experience on every call and proactively report any situation that may result in a poor outcome.

Contact immediately — call/text the customer after accepting. Share ETA and update if anything changes.

Set expectations — briefly explain the service before starting and recap once complete. Stay calm and professional.

Arrive ready — have the right tools and equipment. Work safely and efficiently.

Confirm before leaving — review the job, ensure the vehicle is safe, and answer any final questions.

Go the extra mile — positive attitude and attention to detail drive great reviews and repeat business.

Helpful tips for excellence

Personal appearance

Wear clean, presentable clothing appropriate for roadside or emergency service work

Use high-visibility or reflective attire (e.g., safety vest) when operating roadside

Maintain a professional, well-groomed appearance at all times

Safety wear is always encouraged: gloves, safety glasses, and closed-toe shoes for safety

Vehicle standards

Keep your vehicle clean, organized, and in good working condition

Ensure your vehicle presents a professional image consistent with emergency roadside services

Recommended: utilize appropriate safety equipment, including emergency or warning lights for safety

Recommended: display decals that clearly identify your vehicle as a service provider

Approved services

Allowed

Tire change (spare only)

Lockout

Jump start

Fuel delivery

Battery install (App Only)

Service-Autonomy-Assist

Not allowed

Outside battery sales

Any unlisted service

Extra charges to customer

Unapproved services

Violations may result in contract termination.

Photo requirements

Mandatory on every WO

Before

During

After

Why photos protect you: Photos are your best defense against damage claims filed after service. They confirm vehicle condition before you touched it, verify the correct vehicle was serviced, and document work performed. We recommend taking pictures of the full vehicle upon arrival and again after service is complete. More photos = stronger protection. 3 shots are the minimum — always take more when possible.

Every photo must show

Full vehicle clearly visible — not cropped or blurry

License plate visible to confirm vehicle of service

Make and model identifiable

Service in progress (cables attached to battery, fuel nozzle in tank, long reach tool visible) and completed clearly shown

Example photos

Missing or unclear photos = account review. When in doubt, take more — they can only help you.

Photo validations

Photo angles

Take pictures of different angles of the vehicle and areas of the service site along with service location. Duplicate pictures will be flagged.

Geo location

It is recommended that you close out the work order as soon as you complete it onsite.

Photo time

It is recommended you check out and submit pictures as soon as service is complete.

System flag examples

When the system detects a photo issue, you will see one of the errors below. We recommend correcting the action listed in the error message to avoid account reviews.

Picture error — photos don't match rescue, location or are duplicates

Photo validation issue — market manager notified

Multiple offenses can result in account review. Always document and update dispatch if you run into any issues closing out the work order.

Helpful tips by service type

Lockout

Door being opened, tool in use, full vehicle + plate visible. Before (locked) and after (door open).

Tire change

Reflect which tire (driver/rear/passenger). Flat vs spare mounted — both photos of the tires. Close-up of lug nuts. Both old and spare must be visible.

Jump start

Cables or pack connected to battery terminals. Hood open, engine bay visible. Before and during. Full vehicle shot prior and after service.

Fuel delivery

Fuel nozzle inserted into gas spout. Photo of gas gauge from dashboard.

Service-Autonomy-Assist

Picture of the door prior to service. Picture of the door after completion.

GOA

Take anything that confirms you arrived onsite — establishment name/sign for a business, house number for residential.

Service-specific rules

Battery · Tires · Fuel

Battery

✓ All sales/installs must go through the ARS app

✕ No outside retailer batteries

Tires

✕ No patches or plugs — spare changes only

✓ Inflate spare to proper PSI

"Air only" requests → call dispatch first

Fuel delivery

✓ Minimum $5 of fuel required

✓ Only collect payment if dispatch instructs or WO states no coverage

General guidelines

Standards for all contractors

We recommend not allowing customers in your vehicle for safety and liability

Do not perform service unless the customer is present, over 18 years of age, and can confirm WO details before you begin

App sharing is not allowed — the contractor named on the agreement must be the person servicing the work orders

Irate customers: report to dispatch immediately and leave the scene if there are safety concerns. Call 911 if you feel it is an emergency.

GOA — gone on arrival

Step-by-step process

Mark yourself onsite + call dispatch immediately

Wait 10 minutes while dispatch attempts to reach the customer

Take photos showing location — house number or business name must be visible

If no photos possible → add a note directly in the WO

Work order status

Keep your WO status accurate

Ensure you are updating your status to the best corresponding situation while onsite. The app provides two key status options:

WO status screen

Both options are accessible directly from the work order screen alongside the GOA and Contact Dispatcher buttons.

Status options

Service failure

Use when you are unable to complete the job. A dropdown menu will appear — select the option that best matches the situation (e.g. No spare tire, Lockout unsuccessful, Jump start failed, Tow Request).

Having trouble finding the motorist

Use when you cannot locate or reach the customer. A dropdown menu will appear — select the option that best matches the situation (e.g. Cannot Locate Customer, Customer Cancelled, Unsafe Location).

Failure to update the work order to the correct status results in billing delays and can subject your account to be placed on review. Failed services are considered GOA's — Reach out to your market manager team 214-972-0533 for any follow up questions.

Wrong location

Incorrect address on WO

Contact dispatch immediately and document the wrong location in the WO notes.

If you have the updated location, report it to dispatch right away so they can update the ticket.

Wait 10 minutes while dispatch attempts to reach the customer or client for additional info. This may result in a GOA or an updated service location ticket.

Disclaimer: Service location updates under 5 miles will remain on the same work order / PO — update the dispatch team and proceed enroute.

Fee submit

Additional charges on work orders

Any additional charges incurred while on a work order must be added in the fee submit section of the job. We recommend taking pictures of any outside costs for quick approvals.

Examples of submittable fees: fuel receipts, parking garage fees, tolls.

Example — fee submit screen

Fee guidelines

Fuel reimbursement

Fuel jobs include a $5 reimbursement. Anything over $5 will require a picture of the receipt for approval.

Tolls

Our system will track routes taken to correspond with tolls submitted. Inaccurate submissions will not be approved.

Anything flagged will be subject to review. Always attach receipts or photos to support your submission.

Battery hub

Sales · FAQs · Support

Order batteries

Tap below to order new batteries. After completing the form, you'll receive a text with a PO number for battery pickup.

Order Batteries →

Sell a battery

After testing the customer's battery and determining a new one is needed, fill out this form. The customer receives an SMS payment link — you'll be notified once paid, then proceed with installation. Test after install to confirm it's working.

Collect Payment →

Battery policy

ARS app required for all battery installs

No batteries from outside retailers

Battery F&A

How do I get paid?

Earn an extra $60 per battery sold and installed, on top of your regular WO pay. Totals are paid out the following week and appear as a single line item in your weekly email.

How do I order a battery?

In the app, tap the battery symbol (bottom right) then "Place Order". Fill out the form — once your battery is ready for pickup you'll get an SMS with the location, battery type, and PO number.

How do I collect payment?

Tap the battery symbol then "Sell Battery". Fill out the form and the motorist gets a payment link via SMS. Once they pay, you'll get an SMS to confirm — then proceed with installation. You can also hand them your phone to pay.

What do I do with battery cores?

Take the core out before picking up the new battery for an easy swap. Keep your receipt — you can return the core with it. Note: unreturned cores result in a $20 withholding from your next check.

What do I say to sell a battery?

Visit the full FAQ page for script examples and dialog tips for selling batteries to motorists.

How do I start carrying batteries?

After selling your first 10 batteries, you can carry up to 4 at a time. This limit can increase based on sales volume — decided by the battery team.

What battery does this car need?

Check via the battery team (business hours), Advance Auto Parts lookup tool, the B2Q testing app, or the sticker on the existing battery in the vehicle.

How much is the battery?

Find the price by tapping "Sell Battery" in the app once you know the battery size needed.

Can I sell without a WO?

Yes — enter 0 in the WO field on the Sell Battery form and you'll be paid out the same as a regular install.

Can I sell outside CurbsidePRO?

Yes, as long as it's an eligible vehicle. Enter 0 in the WO field on the form.

What is the warranty?

Standard batteries: 2-year warranty. AGM batteries: 4-year warranty. Both are backed by the retailer used for pickup.

How does the warranty work?

Motorists contact the CurbsidePRO team, who will coordinate a swap at the nearest Advance Auto Parts.

What vehicles can't I service?

No installs for: European vehicles, diesel engines, vehicles requiring tire/seat/floorboard removal to reach the battery, vehicles with multiple batteries, or sports cars.

What battery tester should I use?

Any tester that checks battery, starter, and alternator. CurbsidePRO recommends TopDon & B2Q testers.

View full Battery F&A page at CurbsidePRO →

Battery team support (SMS): (469) 949-2562