Fleet Dispatcher (On-Site)

Auto Club Group•Winston-Salem, NC

3d•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)
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
Overtime opportunities paid at time-and-a-half
Shift differentials: 5% premium for hours worked between 5:00 PM - 11:00 PM/10% premium for hours worked between 11:00 PM - 5:00 AM
$250 Quarterly Perfect Attendance Bonus
Fully paid training
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
3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax
Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting
Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service
Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options
Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month.
Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules.
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