Fleet Dispatcher (On-site)

On-site position located at 3201 Glen Royal Road, Raleigh, NC 27617.

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.

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.
• Reconcile and resolve rudimentary payment issues and maintain related records and files.
• Assist coworkers and less-tenured dispatchers, as necessary.

Requirements

• High school diploma or equivalent (GED) required.
• 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 Qualifications

• 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).
• Experience dispatching calls.
• Call center environment experience.

Work Environment

• Works in a temperature-controlled office environment.
• Irregular hours in a 24/7 operation.
• 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 $19.00 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.

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 to support long-term financial goals.
• 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 payday into your account; 100% vested after three (3) 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 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.

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.
• Fully paid training to help you build the skills needed for success.

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. By continuing to invest in advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.