Onsite Fleet Dispatcher
About The Position
Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines. Receives and manages calls related to emergency and/or commercial road service utilizing a computer aided call processing system. Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location. Monitors dispatched calls and takes action to resolve and correct service problems or potential problems. Handles driver/customer escalations in accordance with established procedures. Provides explanations to customers, as needed. Reports and documents any service issues. Closes service request using D2000 system in a timely manner. Accepts payment from members/customers as appropriate. Reconciles and resolves rudimentary payment issues. Maintains related records and files. Assists coworkers and less-senior dispatchers as necessary.
Requirements
- High School diploma
- accurately inputting information into various fields using a P.C. keyboard
- navigating through a P.C. and/or automated processing system
- performing basic mathematical calculations including addition, subtraction, percentages, etc.
- analyzing and resolving customer service problems
- preparing written communications (e.g. responding to customer inquiries)
- A basic concept of geography and basic direction skills are required.
- telephone etiquette
- communicate effectively with others over the telephone or in person
- demonstrate effective listening skills
- manage and direct service call volume
- read maps and use travel related tools (i.e. GPS)
- successfully complete customer care training
- work in a call center environment
- act as a liaison between fleet personnel, members, customers, and call center personnel
- successfully identify and resolve customer service/fleet issues
- work under minimal supervision
- adhere to customer service standards
- represent the Auto Club Group in a positive and professional manner
- effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service
- work in a fast-paced environment
- maintain accurate records
Nice To Haves
- Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)
- Dispatching calls
- A call center environment
- ACG policies and procedures as they relate to Emergency Road Service
Responsibilities
- Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines.
- Receives and manages calls related to emergency and/or commercial road service utilizing a computer aided call processing system.
- Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location.
- Monitors dispatched calls and takes action to resolve and correct service problems or potential problems.
- Handles driver/customer escalations in accordance with established procedures.
- Provides explanations to customers, as needed.
- Reports and documents any service issues.
- Closes service request using D2000 system in a timely manner.
- Accepts payment from members/customers as appropriate.
- Reconciles and resolves rudimentary payment issues.
- Maintains related records and files.
- Assists coworkers and less-senior dispatchers as necessary.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
