Fleet Dispatcher (On-Site)

AAA-The Auto Club Group • Winston-Salem, NC

1d • Onsite

About The Position

As a Fleet Dispatcher, you will dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or electronically. You will receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system. Performing geographical location spotting and map reading, you will provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location.

Requirements

• High school diploma or equivalent (GED) required.
• Ability to navigate computer systems and accurately enter data using a standard keyboard.
• Basic math skills, including addition, subtraction, and percentages.
• Experience resolving customer concerns and issues.
• Ability to prepare written communications and respond to customer inquiries.
• Basic knowledge of geography and ability to provide directions.
• Strong verbal communication and active listening skills for phone and in-person interactions.
• Ability to work effectively in a fast-paced environment.

Nice To Haves

• Knowledge of policies and procedures (service benefits) relative to emergency road service
• Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)
• Experience dispatching calls
• Call center environment experience

Responsibilities

• Monitor dispatched calls and take action to resolve and correct service or other potential problems
• Handle driver / customer escalations in accordance with established procedures
• Provide explanations to customers and reports / document service issues
• Close service requests using company electronic dispatching system
• Accept payment from members / customers, when necessary
• Reconcile and resolve rudimentary payment issues and maintain related records and files
• Assist coworkers and less-tenured dispatchers, as necessary.

Benefits

• PTO, paid sick leave
• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).
• Company-paid basic life insurance.
• Optional supplemental life insurance and dependent coverage.
• Short-term and long-term disability coverage.
• Critical illness, accident, and pet insurance options.
• 401(k) plan
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.
• Paid Time Off (PTO)
• Paid Holidays
• mental health day
• floating holidays
• volunteer day
• Paid leave programs, including parental, bereavement, jury duty, and military leave.
• Tuition assistance (up to $5,250 annually; 80% covered by ACG).
• Professional certification support with 100% reimbursement for eligible programs.
• Opportunities for career development and advancement.
• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED