Dispatcher (2nd shift)

AAA Northeast•Wayne, NJ

9d•$21 - $24•Remote

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, while monitoring calls and taking action to resolve problems and provide timely, quality service. This is a work-from-home position for applicants living within the AAA Northeast footprint: Rhode Island, Massachusetts, Connecticut, New York, or New Jersey. Employees must meet the company’s work-from-home requirements, including minimum high-speed internet requirements. The regular schedule is Sunday through Wednesday 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 coordinate Roadside Assistance Program calls with external agencies.

Requirements

High school diploma or GED.
1–3 years of call center experience.
Must live within the AAA Northeast footprint (Rhode Island, Massachusetts, Connecticut, New York, or New Jersey) for this work-from-home opportunity.
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 through radio, telephone, digital/computer data link, fax, AVL, and other communication channels.
Relay relevant member, vehicle, and location information to drivers and, when necessary, geographically code locations and 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 efficiently to meet estimated arrival times, dispatch appropriate equipment, and send 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 and additional charges, service delays, and relevant AAA/CAA products and services.
Document and monitor each call’s status and progression, ensuring records are complete and calls are cleared with proper codes.
Communicate frequently with drivers about dispatched calls and coordinate with facilities, notifying them when drivers cannot be contacted or 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, including Enterprise, Hertz, and Lexus; collect and document required information and communicate call status to facilities and drivers.

Benefits

Medical coverage with employer contributions covering up to 93% of the premium cost, plus 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 eight 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.