Dispatcher (3rd shift)

AAA Northeast•North Providence, RI

4d•$21 - $24•Remote

About The Position

The Dispatcher processes road service request information and dispatches calls using multiple communication methods. The role deploys available service resources to meet member needs and use resources efficiently, monitors call status, and takes action to resolve problems and provide timely, quality service. This is a work-from-home position for applicants living within the AAA Northeast footprint (RI, MA, CT, NY, or NJ), subject to specific work-from-home requirements, including high-speed internet that meets minimum speed requirements. The regular schedule is Sunday and Wednesday through Saturday, 10:30 p.m. to 7:00 a.m. Training during the first two weeks is Monday through Friday, 8:30 a.m. to 5:00 p.m. The Dispatcher receives road service requests from Member Service Counselors, selects and contacts appropriate service facilities, relays relevant member and vehicle information to drivers, and monitors call progression and resource availability. The role also communicates with members about service options, coverage, charges, and delays; maintains complete call documentation; resolves service issues; coordinates Roadside Assistance Program calls with external agencies; and, when necessary, performs Member Service Counselor-AS duties.

Requirements

High school diploma or GED.
1–3 years of call center experience.
Eligible work-from-home applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, or NJ.
Must meet work-from-home requirements, including minimum high-speed internet requirements.

Responsibilities

Receive road service request information from Member Service Counselors and dispatch calls to facilities using radio, telephone, digital/computer data link, fax, AVL, and other communication channels.
Relay pertinent information to drivers, including the member’s situation, vehicle problem, and location.
Perform spotting duties when necessary to geographically code locations and help drivers find members or disabled vehicles.
Determine the service needed and select an appropriate facility based on location, capabilities and equipment, and current capacity.
Prioritize calls using criteria such as safety, weather, and traffic, and ensure police and other emergency calls are handled within established time frames.
Deploy and route resources to meet projected ETAs, dispatch appropriate equipment, and transfer calls to backup facilities when an ETA is in jeopardy.
Monitor computer screens for resource availability and deployment status, reallocating resources as service needs change.
Communicate with members about problem resolution, safety, towing or extraction alternatives, repair service, covered benefits, additional charges, and service delays; recommend AAA/CAA products and services when appropriate.
Maintain current, complete documentation for calls, monitor call progression, and clear calls using proper codes.
Communicate frequently and promptly with drivers about dispatched call status and with service facilities, including when drivers cannot be contacted or other problems arise.
Respond to and take immediate action to resolve service problems reported by members and drivers.
Collect data and provide assessments to others in the call center regarding facility and driver cooperation and performance.
Perform all duties of a Member Service Counselor-AS when necessary.
Coordinate Roadside Assistance Program call details with external agencies, including Enterprise, Hertz, and Lexus.
Collect and document information required to process Roadside Assistance Program calls and advise facilities or drivers of call status and relevant details.

Benefits

Medical coverage with employer contributions covering up to 93% of premium cost.
Dental and vision options.
401(k) plan with a 6% company match; contributions are fully vested and made every pay period.
Three weeks of vacation, 12 holidays, and 8 sick days.
48 hours of volunteer time annually.
Free AAA membership.
Insurance discounts.
Travel commission refund.
Up to $625 in wellness incentives.
Up to $6,000 in tuition reimbursement.
Annual bonus opportunities and, for certain roles, additional monthly and/or quarterly incentive compensation.
Ongoing world-class training and career paths for development and advancement.