Fleet Dispatcher

About the role

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.

Location: On‑Site position located at 50888 Century Ct, Wixom, MI 48393.

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

Requirements

Required:

• 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

Preferred:

• 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

Schedule

Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand.

Pay

Hourly rates starting at $18.73 per hour (rate may vary by location and experience). 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 to help you build the skills needed for success.

Benefits

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.