Fleet Dispatcher

AAA-The Auto Club Group

2d•$19•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. 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 Assist coworkers and less-tenured dispatchers, as necessary Please Note: This position is NOT hybrid and will report to a fleet location every day.

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 can provide directions
Must be able to communicate effectively with others over the phone or in-person, and demonstrate effective listening skills
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.)
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
Assist coworkers and less-tenured dispatchers, as necessary

Benefits

Hourly rate starting at $18.73.
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