Dispatch Specialist - In Office - Lancaster, PA

AAA Central Penn•Manheim Township, PA

5h•Onsite

About The Position

When someone is stranded on the roadside, you aren’t just answering a call — you’re becoming their lifeline. As a Dispatch Specialist, you are the calm, confident, and compassionate voice guiding AAA Central Penn members through moments of stress and uncertainty. You’ll coordinate with our skilled Fleet Technicians and make sure help gets to where it’s needed most… fast. If you thrive in fast‑paced environments, love helping people, and want every shift to feel meaningful — this role is for you. This is an in office position based out of Lancaster, Pennsylvania at our Estelle branch. This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions. Ready to Make a Real Impact? If you're energized by helping people, love solving problems on the fly, and want a role where your voice truly matters, we’d love to meet you. Apply today and be the voice that makes a tough moment better. Help us deliver the legendary service AAA is known for.

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

Champion the member experience
Own each roadside assistance journey from start to finish—providing quick follow‑ups, empathetic support, and a reassuring presence with every request.
Dispatch with precision
Send calls to our Club-Owned Fleet Technicians, communicating important details clearly so they can confidently tackle the situation.
Prioritize smartly, act quickly
Evaluate each request based on safety, urgency, weather, and traffic while following all emergency procedures.
Capture information clearly
Record accurate, concise details that empower both our team and our members.
Guide members with confidence
Explain solutions, safety tips, covered benefits, potential charges, and weather-related limitations in a way that puts members at ease.
Keep everyone updated
Provide timely, proactive updates so members always know where things stand.
Deliver positivity in every interaction
Lead with professionalism, care, and our “one‑call resolution” mindset.
Build strong partner relationships
Collaborate closely with Technicians and contractors to deliver fast, reliable service that reflects AAA Central Penn’s high standards.
Aim for excellence
Meet service, performance, and sales goals with enthusiasm and pride.
Adapt and support the team
Jump in wherever needed to help operations run 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!