Fleet Dispatcher (On-Site)
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. In this role, you will also have the opportunity to: 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 Maintain inventory of tow truck / service vehicle supplies, vehicle maintenance / repair records, and requisition replacement tools and / or equipment, when required Ensure proper maintenance of tow trucks, service vehicles and equipment Assist coworkers and less-tenured dispatchers, as necessary
Requirements
- Have a high school diploma or equivalent (GED)
- Able to accurately navigate through computer systems and input information into various fields using a standard computer keyboard
- Can perform basic mathematical calculations including addition, subtraction, percentages, etc.
- Prior experience managing and resolving customer issues
- Preparation of written communications (e.g. responding to customer inquiries)
- Have a basic understanding of geography and are able to provide directions
- Must be able to communicate effectively with others over the phone or in-person, and demonstrate effective listening skills
- Past experience working 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.)
- Past experience dispatching calls
- Call center environment experience
Responsibilities
- Dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or electronically.
- Receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system.
- Perform geographical location spotting and map reading
- Provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location.
- 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
- Maintain inventory of tow truck / service vehicle supplies, vehicle maintenance / repair records, and requisition replacement tools and / or equipment, when required
- Ensure proper maintenance of tow trucks, service vehicles and equipment
- Assist coworkers and less-tenured dispatchers, as necessary
Benefits
- Hourly rate starting between $18.00-$21.00/hr. Pay rate will be determined based on experience and may exceed starting rate.
- Overtime earning potential at time and a half the hourly wage
- Shift premiums: 5% for hours worked between 5pm and 11pm and 10% for hours worked between 11pm and 5am
- $250 Quarterly Perfect Attendance bonus
- Fully paid training
- Medical, dental and vision benefits
- 401k with employer match
- Paid parental leave and adoption assistance
- Paid Time Off (PTO), company paid holidays, CEO days and floating holidays
- Paid volunteer day annually
- Tuition assistance program, professional certification reimbursement program and other professional development opportunities
- AAA Membership Discounts, perks, rewards and much more
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
1-10 employees
