Dispatch Specialist - In Office - Lancaster, PA

AAA Central Penn•Manheim Township, PA

14h•Onsite

About The Position

At AAA Central Penn, we exist for our members and will judge everything we do by how well it serves their needs. We also strive to provide the same high-quality care and support to our team members. Whether it is through our recognition programs, engagement opportunities, or working as a team to help better our community, we love what we do and want our team members to have FUN at work. We work hard to serve our members, but we also work hard to make sure our team members are taken care of and have an inclusive, open, and flexiblework culture. The Dispatch Specialist is the kind and caring voice of our Roadside Assistance team. Receiving member requests and coordinating service with our Club-Owned Fleet Services team to help save the day!

Requirements

High school diploma or equivalent.
Strong technical aptitude, including the ability to multitask and quickly navigate and utilize multiple computer systems at the same time.
Outstanding active listening skills, with the ability to understand and process verbal information, ask insightful questions, and ensure all key details are accurately captured.
Comfortable communicating across multiple channels—phone, email, and live agent chat—to meet customers where they are.
A problem-solver at heart, able to spot issues, evaluate options, and make sound decisions that contribute to an exceptional customer experience.

Nice To Haves

Prior customer service or call center experience is a plus, giving you a head start in delivering exceptional support.

Responsibilities

Own the roadside assistance journey by delivering quick follow‑ups, empathetic support, and a sense of urgency with every request.
Dispatch calls to our Club-Owned Fleet Technicians, sharing key details about the situation, vehicle, location, and more.
Prioritize requests smartly, keeping in mind safety, urgency, weather, and traffic—while following all emergency procedures.
Capture and communicate information clearly and accurately, keeping it concise and useful.
Guide members with confidence, explaining solutions, safety considerations, covered benefits, weather-related limitations, repair options, and any potential charges.
Keep members in the loop with timely updates on their service or any changes.
Deliver every interaction with professionalism and positivity, supporting our “one‑call” resolution philosophy.
Build strong partnerships with Technicians and contractors to ensure fast, reliable service that meets AAA Central Penn’s high standards.
Meet performance, service, and sales goals with enthusiasm.
Jump in on additional tasks as needed to keep operations running smoothly.

Benefits

Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO.
1 personal day.
8 paid company holidays including Christmas Eve and New Year’s Eve.
Medical, Dental, and Vision benefits.
Health Savings Account (with employer contribution) and Flexible Spending Account options.
401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
Life Insurance and Long Term Disability at no out of check cost to our team.
Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events.
Tuition Reimbursement.
Free AAA Premier Membership.
Discounts and perks including travel, branch services, car batteries, and more!