Fleet Dispatcher

AAA-The Auto Club Group•North Charleston, SC

5d•$17 - $20•Onsite

About The Position

The Fleet Dispatcher dispatches emergency roadside assistance calls to members and/or club fleet personnel by radio, telephone, or electronic means. The role receives and manages emergency and commercial road service calls through a computer-aided call processing system. It also involves geographical location spotting and map reading, and providing detailed directions to fleet service or contracted personnel to help determine a member or customer’s location. This is an on-site position at 7315 Cross County Road, North Charleston, South Carolina. The dispatcher must be available to work a flexible schedule that may include evenings, weekends, holidays, and overtime based on business needs and member demand. The role operates in a temperature-controlled office in a 24-by-7 operation. The position is hourly, with a stated rate of $16.86 to $20.00 per hour, determined based on experience. ACG describes benefits including health and insurance coverage, retirement savings, paid time off and holidays, leave programs, tuition and certification assistance, career development opportunities, AAA membership, and adoption assistance.

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.
Experience in a call center environment.

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.
Monitor dispatched calls and take action to resolve or correct service or other potential problems.
Handle driver and customer escalations according to established procedures.
Explain service matters to customers and document service issues in reports.
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.
Company-paid basic life insurance, with optional supplemental life insurance and dependent coverage.
Short-term and long-term disability coverage.
Critical illness, accident, and pet insurance options.
401(k) plan with company matching and additional company contributions, subject to the stated eligibility and vesting terms.
Health Savings Account and Flexible Spending Account options.
Accrual-based paid time off, subject to eligibility and applicable terms.
Company-paid holidays for eligible employees, plus a mental health day, floating holidays, and volunteer day for full-time employees, subject to applicable terms and schedules.
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.