Dispatcher (2nd shift)

AAA Northeast•Wayne, NJ

9d•$21 - $24•Remote

About The Position

The Dispatcher processes information from road service requests and dispatches calls using multiple communication methods. The role deploys available service resources to meet member needs efficiently, monitors call status, and takes action to resolve problems and provide timely, quality service. This is a work-from-home position for eligible applicants living within the AAA Northeast footprint (RI, MA, CT, NY, or NJ), subject to specific home-office requirements, including high-speed internet meeting minimum speed requirements. The regular schedule is Monday through Wednesday, Friday, and Saturday, 3:00 p.m.–11:30 p.m. Training during the first two weeks is Monday through Friday, 8:30 a.m.–5:00 p.m. The position may also perform all duties of a Member Service Counselor-AS when necessary and coordinates roadside assistance program calls with external agencies.

Requirements

High school diploma or GED.
1–3 years of call center experience.
Eligible applicants for the work-from-home position must live within the AAA Northeast footprint: RI, MA, CT, NY, or NJ.
Meet the 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 through radio, telephone, digital/computer data link, fax, AVL, and other communication channels.
Relay relevant member, vehicle, problem, and location information to drivers; perform geographic spotting when needed to help drivers find members or disabled vehicles.
Determine the type of service needed and select the most appropriate facility based on location, capabilities, equipment, and current capacity.
Prioritize calls based on factors 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 at risk.
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, coverage, additional charges, delays, and relevant AAA/CAA products and services.
Document call status, monitor call progression, and ensure complete documentation and proper codes before calls are cleared.
Maintain timely communication with drivers and service facilities about call status, contact difficulties, and other problems.
Respond to service problems reported by members and drivers and take immediate action to resolve them.
Collect data and provide call-center colleagues with assessments of facility and driver cooperation and performance.
Perform Member Service Counselor-AS duties when necessary.
Coordinate Roadside Assistance Program call details with external agencies, collect and document required call information, and advise facilities and drivers of call status and relevant details.

Benefits

Medical coverage with employer contributions covering up to 93% of the premium cost, plus dental and vision options.
401(k) retirement 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.
Wellness incentives up to $625.
Tuition reimbursement up to $6,000.
Annual bonus opportunities and, for certain roles, additional monthly and/or quarterly incentive compensation.
Career development through ongoing training and career paths.