Fleet Dispatcher

AAA-The Auto Club Group•Wixom, MI

10d•Onsite

About The Position

The Fleet Dispatcher dispatches emergency roadside assistance calls to members and/or club fleet personnel by radio, telephone, or electronically. The role receives and manages emergency and commercial road service calls using a computer-aided call processing system. It involves geographical location spotting and map reading, and providing detailed instructions to fleet service or contracted personnel to determine a member or customer’s location. The dispatcher monitors dispatched calls and takes action to resolve service or other potential problems, handles driver and customer escalations according to established procedures, explains service matters to customers, and documents service issues. The role also closes service requests in the company’s electronic dispatching system, accepts payments when necessary, resolves basic payment issues, maintains related records, and assists coworkers and less-tenured dispatchers as needed. This is a full-time, hourly, on-site position in a temperature-controlled office. The operation runs 24 hours a day, seven days a week. The schedule is flexible and may include evenings, weekends, holidays, and overtime based on business needs and member demand. Starting pay is $18.73 per hour, with possible variation based on location and experience. Overtime is paid at time-and-a-half, and shift differentials apply to specified evening and overnight hours.

Requirements

High school diploma or equivalent (GED).
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.
Availability for a flexible schedule that may include evenings, weekends, holidays, and overtime based on business needs and member demand.

Nice To Haves

Knowledge of policies and procedures related to emergency road service benefits.
Ability to read and comprehend customer care service tools, such as manuals and work models.
Experience dispatching calls.
Call center environment experience.

Responsibilities

Dispatch emergency roadside assistance calls to members and/or club fleet personnel by radio, telephone, or electronically.
Receive and manage emergency and commercial road service calls using a computer-aided call processing system.
Use geographical location spotting and map reading to provide detailed directions to fleet service or contracted personnel locating members or customers.
Monitor dispatched calls and take action to resolve or correct service and other potential problems.
Handle driver and customer escalations in accordance with established procedures.
Explain service matters to customers and report or document service issues.
Close service requests using the company’s electronic dispatching system.
Accept payment from members or customers when necessary.
Reconcile and resolve basic payment issues and maintain related records and files.
Assist coworkers and less-tenured dispatchers as necessary.

Benefits

Medical plans with multiple coverage options, including HSA eligibility.
Prescription drug coverage.
Dental and vision benefits.
Employee Assistance Program with confidential support services.
Company-paid basic life insurance; optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Optional critical illness, accident, and pet insurance.
401(k) plan with company contributions and matching, subject to the terms described in the posting.
Health Savings Account and Flexible Spending Account options.
Accrual-based paid time off, eligible after 90 days of employment.
Company-paid holidays, with eligibility and amounts based on employment status and business unit schedule.
Mental health day and floating holidays for eligible employees.
Paid leave programs, including parental, bereavement, jury duty, and military leave.
Tuition assistance up to $5,250 annually, with 80% covered by ACG.
100% reimbursement for eligible professional certification programs.
Career development and advancement opportunities.
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.
Fully paid training.
Overtime paid at time-and-a-half.
Shift differential of 5% for hours worked between 5:00 PM and 11:00 PM and 10% for hours worked between 11:00 PM and 5:00 AM.
$250 quarterly perfect attendance bonus.