Dispatch Specialist (2nd Shift)
About The Position
Join AAA Club Alliance as a Remote Dispatch Specialist (2nd Shift)! Are you a customer-focused professional who thrives in a fast-paced environment? AAA Club Alliance is looking for full-time Dispatch Specialists to join our Dispatch Operations team. In this fully remote role, you'll coordinate roadside assistance for AAA Members, communicate with service providers, and help ensure every Member receives exceptional service when they need it most. As a Dispatch Specialist, you'll play a vital role in managing roadside assistance requests, resolving complex customer inquiries, and delivering a seamless service experience while contributing to continuous operational improvements. This is a 100% remote, work-from-home position. To be eligible, candidates must reside in one of the following states: Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, or West Virginia. We offer a variety of fixed 2nd shift schedules with start times beginning at 1:30 p.m.-4:00 p.m. Eastern Time. All schedules include one weekend day off and one weekday off.
Requirements
- High school diploma or equivalent (or a combination of education and relevant experience).
- Minimum of 2 years of customer service experience.
- Ability to work overtime when business needs require.
- Dedicated, quiet home workspace free from distractions.
- High-speed internet connected directly via Ethernet.
Nice To Haves
- Strong commitment to delivering outstanding customer service
- Excellent phone, text/chat, and interpersonal communication skills
- Ability to multitask in a fast-paced environment
- Strong computer proficiency, including Microsoft Office
- Typing speed of at least 40 words per minute
- Strong analytical, problem-solving, and critical-thinking skills
- Excellent written and verbal communication skills
Responsibilities
- Dispatch roadside assistance requests to service providers and AAA fleet personnel using multiple communication channels.
- Coordinate with AAA Members, service providers, and fleet teams to ensure timely, accurate service delivery.
- Respond to inbound and outbound communications regarding roadside assistance requests.
- Monitor service requests from start to finish, ensuring accurate documentation and timely follow-up.
- Prioritize requests based on safety concerns, weather, traffic conditions, and other operational factors.
- Provide Members with updates regarding arrival times, service delays, and other changes.
- Resolve service issues and member concerns while escalating complex situations when appropriate.
- Interpret AAA policies and explain membership benefits as needed.
- Meet established dispatch performance goals and key performance indicators (KPIs).
- Recommend process improvements that enhance the Member experience.
- Assist with escalated service issues and support new hire training as needed.
- Perform other duties as assigned.
Benefits
- Fully remote work-from-home opportunity
- Company-provided computer equipment
- Paid virtual training
- Paid Time Off
- 6 paid company holidays
- 2 floating holidays
- Competitive hourly pay: $19.00–$22.00 per hour, based on geographic location
- 8% shift differential for 2nd shift
- Monthly performance incentives
- Career growth and internal mobility opportunities
- Medical, Dental, and Vision plan options
- Up to 2 weeks Paid parental leave
- 401k plan with company match up to 7%
- 2+ weeks of PTO within your first year
- Paid company holidays
- Company provided volunteer opportunities + 1 volunteer day per year
- Free AAA Membership
- Continual learning reimbursement up to $5,250 per year
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
