Dispatch Specialists (2nd Shift)

AAA Mid-Atlantic

1d•Remote

About The Position

AAA Club Alliance is hiring Dispatch Specialists to join their dynamic Dispatch Operations Team. This role involves working in a fast-paced operations environment, contacting service providers to assist AAA Members in need of roadside assistance. The position is critical for enhancing AAA Member relationships and providing exceptional customer service. Dispatch Specialists also respond to complex and urgent inquiries from AAA Members and service providers regarding membership benefits, roadside request status, and resolve concerns in a timely manner, while providing insight for operational improvement. This is a work-from-home position, and candidates must reside within the specified territory (Connecticut, Delaware, Indiana, Kansas, Kentucky, Maryland, New Jersey, Ohio, Oklahoma, Pennsylvania, South Dakota, Virginia, Washington, DC, West Virginia). The role offers 2nd Shift Schedules (2 p.m. to 10 p.m., 3 p.m. to 11 p.m., or 4 p.m. to 12 midnight Eastern Time).

Requirements

High School diploma or equivalent required.
A combination of education and experience may be considered in lieu of a degree.
Minimum of 2 years of customer service experience required.
Ability to work extra hours and overtime as needed due to business conditions.
A dedicated, quiet space where you can work without interruption.
High speed internet connected directly via Ethernet is required.
Demonstrated commitment to providing excellent customer service.
Excellent telephone, text \ chat and interpersonal skills.
Ability to perform multiple tasks in a fast-paced environment.
Proficient computer skills; ability to type at least 40 words per minute, knowledge of Microsoft Office applications.
Strong problem solving, analytical and critical thinking skills.
Strong interpersonal relations skills.
Strong written and oral communication skill.

Responsibilities

Dispatch roadside assistance requests in a timely manner to service providers and club owned fleet using a variety of communication channels.
Engage with AAA Members, contract network service partners, club owned fleet personnel and service delivery through inbound and outbound communications providing the pertinent information needed to ensure exceptional customer experience and timely delivery of roadside assistance.
Effectively use computer systems for tracking, information gathering, and/or troubleshooting.
Prioritize service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes.
Monitor the progression of roadside assistance requests and ensure documentation is thorough and accurate.
Follow procedures to escalate concerns to service delivery management.
Interact with members both inbound and proactive outbound contacts to provide updates on the status of their roadside requests as needed due to changes in arrival time, availability of equipment and other delivery related issues.
Participate in the resolution of service issues and member complaints.
Interpret and explain policies to peers and/or members as needed.
Responsible for the achievement of established dispatch goals and KPI’s.
Support activities for compliance with business procedures and workflows, advise management of changing needs of member base, partners with business leaders to ensure optimal service delivery to AAA Members.
Recommend process changes to accommodate customer requirements.
Participate in the resolution of escalated service issues and member complaints.
Answers supervisor communication channels as needed.
Participate in on-the-job training supporting new hires during training.
Perform other related duties as assigned.

Benefits

Fully remote/work from home.
Computer equipment provided.
Paid Time Off, plus 6 paid company holidays and 2 floating holidays.
Virtual, paid Training.
Base hourly rate plus 8% Shift Differential.
Monthly Incentives.
Company-wide Career mobility opportunities.
A variety of 2nd shift schedules available (all schedules include one weekend day off and one day off during the week. Set schedule).
The starting base rate for this position is $16.00 to $22.00 hourly.
Monthly incentive plan based on individual performance.
Shift differential offered for 2nd Shift - 8%.
401(k) plan with company match up to 7%.
Medical, Dental, Vision and Prescription coverage.
FREE AAA Premier Membership.
FREE Life Insurance.
Auto repair, travel, and merchandise discount.
Tuition reimbursement.
Disability Insurance.
Supplemental Insurances.
Pet Insurance.
Legal Insurance and so much more!
Up to 2 weeks Paid parental leave.
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.