Dispatch and Battery Program Coordinator (1st Shift)

AAA Mid-Atlantic

5d•$16 - $31•Remote

About The Position

AAA Club Alliance is seeking a Dispatch and Battery Program Coordinator! This role supports the sales of batteries by pro-actively speaking with members on battery options in advance of roadside service call. This role also educates the member on benefits, options for battery, and cost. This position (Coordinator) is also considered a Senior Level Dispatcher who may assist with other dispatch tasks as needed. This is a work from home position, candidates must live within our territory in order to be considered: (·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia) Work Schedule: 1st Shift Hours: 8:00 a.m. to 4:00 p.m. (Sunday, Monday, Tuesday, Wednesday, and Friday) Days Off: Thursday and Saturday Why work for AAA Club Alliance? Fully remote/work from home. Computer equipment provided. Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays. Paid Virtual Training (must be able to attend all training). Company-wide Career mobility opportunities What we can offer you: A starting base hourly rate of $16.10 to $30.86/hr. The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location. And so much more....review full listing of AAA Club Alliance Benefits. What you will be doing: Performs actions such as calling members, verifying vehicle and issues, quoting battery price from the toolbox, explaining what the BA programs entails and what actions the driver is going to perform. Answer incoming phone calls to the battery help desk, which include eligibility for premier battery and warranty coverage. Analyzes information contained on service requests to determine the most appropriate method to meet or exceed the Member’s service needs. Makes sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., Member not with vehicle, use of agent). Looks for ways to make reasonable accommodations for Members in “non-traditional” situations. Maintains accurate documentation on the status of each call within the area, manages call progress, and ensures documentation is complete before calls are cleared with proper codes, assuring accurate payments to contractors. Manage the online battery appointments for the Club through contacting members to confirm or make arrangements for future times and/or dates. Participates in the resolution of escalated service issues and member complaints. Interpret and explain policies to peers and/or members as needed. Practice and promote Shared Values amongst peers. Delivers extraordinary customer service to AAA Members, RAP customers and contract facility owners/drivers by accurately answering questions while adhering to Club policy. Promotes On-the-Go solutions to Members; demonstrates sales abilities in support of the AAA Mobile Battery Services or other OTG initiative as deemed by the Club. Builds and maintains effective relationships with Independent Contract Network Facilities and drivers without compromising any code of conduct. As needed, communicates with Supervisors, Dispatch Management, Fleet Management and Territory Managers to resolve problems, achieve service improvements, update information, etc. Other duties as assigned

Requirements

High school diploma or equivalent
2+ years of experience in a customer contact role
1+ years of experience in fast-paced Dispatch environment
Active communication skills (oral, written, and listening)
Ability to explain battery program and options
Ability to help close sales of batteries
Proven ability to work in a fast-paced, quickly changing environment
Ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and make quick and effective decisions
Effective PC keyboarding skills and ability to utilize PC programs in a Windows-based environment
Professional phone etiquette
Strong problem solving, analytical and critical thinking skills
Ability to read and decipher a map to locate a Member or assist a driver with directions
Must be able to work overtime and/or on holidays as required by business needs. Subject to any pre-approved PTO, in this position and regardless of your regularly scheduled workdays, you are expected to work the day after the following holidays: Christmas, New Years, Memorial Day, July 4th, Labor Day and Thanksgiving.
Must be able to maintain a stable, secure, and hard-wired internet connection for the duration of their employment. Wi-Fi connections are not permitted for use in the role.
Must be able to provide a work environment free from all disruptions and distractions. This includes a private area that prevents access to others during working hours, as well as prevents disruptions such as overly noisy pets or others within your home. Working remotely is not intended to serve as a substitute for child/dependent or adult/elder care.
Knowledgeable of all service guidelines and can communicate the guidelines in a positive manner to Member, Call Center and the Contractor Network.
Understands servicing area with the knowledge of the contractor network and geographic boundaries of service.

Responsibilities

Performs actions such as calling members, verifying vehicle and issues, quoting battery price from the toolbox, explaining what the BA programs entails and what actions the driver is going to perform.
Answer incoming phone calls to the battery help desk, which include eligibility for premier battery and warranty coverage.
Analyzes information contained on service requests to determine the most appropriate method to meet or exceed the Member’s service needs.
Makes sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., Member not with vehicle, use of agent).
Looks for ways to make reasonable accommodations for Members in “non-traditional” situations.
Maintains accurate documentation on the status of each call within the area, manages call progress, and ensures documentation is complete before calls are cleared with proper codes, assuring accurate payments to contractors.
Manage the online battery appointments for the Club through contacting members to confirm or make arrangements for future times and/or dates.
Participates in the resolution of escalated service issues and member complaints.
Interpret and explain policies to peers and/or members as needed.
Practice and promote Shared Values amongst peers.
Delivers extraordinary customer service to AAA Members, RAP customers and contract facility owners/drivers by accurately answering questions while adhering to Club policy.
Promotes On-the-Go solutions to Members; demonstrates sales abilities in support of the AAA Mobile Battery Services or other OTG initiative as deemed by the Club.
Builds and maintains effective relationships with Independent Contract Network Facilities and drivers without compromising any code of conduct.
As needed, communicates with Supervisors, Dispatch Management, Fleet Management and Territory Managers to resolve problems, achieve service improvements, update information, etc.
Other duties as assigned