Fleet Dispatcher (On-Site)
About The Position
The Auto Club Group (ACG) is seeking a Fleet Dispatcher who enjoys interacting with people, has a high attention to detail, and thrives in a fast-paced setting. This role is exciting and allows you to help others by dispatching 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. This position is not hybrid and will report to a fleet location every day.
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 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, providing 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 between $20.00 and $21.00/hr.
- 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
