Dispatcher - Providence, RI (2nd shift)

AAA Northeast•North Providence, RI

9d•$21 - $24•Hybrid

About The Position

The Dispatcher processes information received on road service requests and dispatches calls using a range of communication methods. The role deploys available service resources to meet member needs and use resources efficiently, monitors call status, and acts to resolve problems and provide timely, quality service. This hybrid position is based in Providence, Rhode Island, and requires living within a commutable distance. Team members typically work onsite three days per week and remotely two days per week, subject to work-from-home requirements including minimum high-speed internet speeds. The regular schedule is Tuesday through Saturday, 2:30 p.m. to 11:00 p.m. Training takes place during the first two weeks on Monday through Friday, 8:30 a.m. to 5:00 p.m.

Requirements

High school diploma or GED.
1–3 years of call center experience.
Live within a commutable distance to Providence, Rhode Island.
Meet the work-from-home requirements, including minimum high-speed internet access requirements.

Responsibilities

Receive road service request information from Member Service Counselors and dispatch calls to facilities through channels such as radio, telephone, digital or computer data link, fax, and AVL.
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 type of service needed, the most appropriate facility based on location, capabilities, equipment, and capacity, and the priority of calls based on safety, weather, traffic, and other criteria.
Ensure police and other emergency calls are handled within established time frames.
Deploy and route resources to meet projected ETAs, dispatch appropriate equipment, and relay calls to backup facilities when an ETA appears at risk.
Monitor computer screens to track resource availability and deployment, reallocating resources as service needs change.
Communicate with members about problem resolution, safety, towing or extraction alternatives, repair service, covered benefits, possible additional charges, and service delays; recommend AAA or CAA products and services when appropriate.
Maintain current call-status documentation, monitor call progression, and ensure calls are properly documented and coded before being cleared.
Communicate frequently and promptly with drivers about dispatched call status, and maintain close communication with service facilities.
Notify facilities when drivers cannot be contacted or when other problems arise.
Respond to service problems reported by members and drivers and take immediate action to resolve them.
Collect data and provide assessments to call-center colleagues regarding facility and driver cooperation and performance.
Perform Member Service Counselor-AS duties when necessary.
Coordinate Roadside Assistance Program call details with external agencies such as Enterprise, Hertz, and Lexus.
Collect and document information required to process RAP road service calls 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.
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.
Career development through ongoing training and career paths.