Fleet Dispatcher (On-Site)

AAA-The Auto Club Group•Odessa, TX

3d•Onsite

About The Position

It’s a great time to join AAA The Auto Club Group! JOIN THE TEAM COMMITTED TO DRIVING YOUR CAREER FORWARD. You enjoy interacting with people, have a high attention-to-detail and thrive in a fast-paced setting. Having a job that is exciting and allows you to help others is important to you. At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that truly cares about their members and employees. A day-in-the-life of a Fleet Dispatcher 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

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, and 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 at $18.73/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