Fleet Dispatcher

This is an on-site, hourly position located at 814 B Fessler Lane, Nashville, TN 37210.

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. You will perform geographical location spotting and map reading to provide detailed instructions to Fleet Service or contracted personnel to determine member/customer location.

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 document service issues.
• Close service requests using the company electronic dispatching system.
• Accept payment from members/customers when necessary and reconcile rudimentary payment issues.
• Maintain related records and files.
• Assist coworkers and less-tenured dispatchers as needed.

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

Preferred Qualifications

• Knowledge of policies and procedures (service benefits) relative to emergency road service.
• Experience reading and comprehending various Customer Care service tools (e.g., manuals, work models).
• Experience dispatching calls.
• Call center environment experience.

Work Environment

Works in a temperature-controlled office environment with irregular hours in a 24/7 operation.

Pay

Hourly rate starting at $17.79/hr. Pay rate will be determined based on experience and may exceed the starting rate.

Benefits

Health & Wellness

• Medical plans with multiple coverage options, including HSA eligibility.
• Prescription drug coverage.
• Dental and vision benefits.
• Employee Assistance Program (confidential support services).

Financial Protection & Insurance

• 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.

Retirement & Savings

• 401(k) plan with 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 following the end of the year; immediate vesting.
• Additional company contribution of 4% of pay each payday into your account; 100% vested after three years of service.
• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.

Time Off & Leave

• Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees receive up to 12 PTO days annually; accrual based on start date. Part-time employee PTO hours are calculated based on standard weekly hours and accrue at a minimum of 3 hours per month.
• Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, plus 1 mental health day, 2 floating holidays, and 1 volunteer day. Part-time employees are eligible for 8 company-paid holidays annually, plus 1 mental health day and 2 floating holidays.
• Paid leave programs, including parental, bereavement, jury duty, and military leave.

Career Growth & Education

• 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.

Additional Perks

• Complimentary AAA membership with roadside assistance and travel discounts.
• Adoption assistance program.

About Us

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America. We invest in advanced technology, innovative products, and a highly skilled workforce to build upon our heritage of quality service and advocacy for our members.