Dispatcher

AAA South Jersey Inc•Voorhees Township, NJ

10h•Onsite

About The Position

Join an organization with 100 years of experience and tradition – AAA South Jersey! We are committed to totally satisfying our members, the motoring public, and the communities we serve. We’re looking for a highly skilled Emergency Roadside Dispatcher to join our team in our Voorhees, NJ location. Hours include a combination of nights, weekends and holiday shifts. The individual must efficiently handle emergency assistance requests and provide exceptional customer service. In this role, the candidate will: Receive and manage incoming emergency roadside assistance calls, swiftly assessing the situation, analyzing available resources, and dispatching appropriate assistance (e.g., tow trucks, mechanics, or emergency services). Utilize Salesforce platform to log and track all customer interactions, ensuring accurate and detailed records of each service call. Demonstrate empathy and professionalism while assisting distressed motorists, providing timely updates on service status, and offering solutions to their roadside emergencies. Work with tow truck operators and service providers to ensure prompt and efficient dispatching and resolution of roadside requests. Offer basic troubleshooting support to motorists, attempting to resolve minor car issues remotely if possible. Review data from Salesforce to identify trends, areas for improvement, and potential upselling opportunities. Make recommendations for process improvements

Requirements

Experience as an Emergency Roadside Dispatcher or similar role
Demonstrated understanding of handling emergency situations and customer service
Knowledge and experience working with Salesforce, including data entry, tracking, and reporting.
Excellent communication and interpersonal skills, with a focus on delivering clear and concise information to distressed motorists and collaborating effectively with service providers.
Ability to think and act quickly in assessing situations and providing appropriate solutions.
Demonstrated ability to handle multiple tasks while maintaining accuracy.
Ability to remain calm under pressure and handle high-stress situations with professionalism.
Able to work nights, weekends, and holidays.

Responsibilities

Receive and manage incoming emergency roadside assistance calls, swiftly assessing the situation, analyzing available resources, and dispatching appropriate assistance (e.g., tow trucks, mechanics, or emergency services).
Utilize Salesforce platform to log and track all customer interactions, ensuring accurate and detailed records of each service call.
Demonstrate empathy and professionalism while assisting distressed motorists, providing timely updates on service status, and offering solutions to their roadside emergencies.
Work with tow truck operators and service providers to ensure prompt and efficient dispatching and resolution of roadside requests.
Offer basic troubleshooting support to motorists, attempting to resolve minor car issues remotely if possible.
Review data from Salesforce to identify trends, areas for improvement, and potential upselling opportunities.
Make recommendations for process improvements