Fleet Dispatcher (On-Site)

Job Description

Why Choose a Career with the AAA The Auto Club Group (ACG)

You enjoy interacting with people, having a high attention-to-detail, and thrive in a fast-paced setting. Having a job that is exciting and allows you to help others is important to you. At AAA The Auto Club Group (ACG), you will find that you can have a fulfilling career and will be joining a company that truly cares about their members and employees.

A Day-in-the-Life of a Fleet Dispatcher

• 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 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.
• Aid coworkers and less-tenured dispatchers, as necessary.

Please Note: This position is NOT hybrid and will report to a fleet location every day.

How We Reward Our Employees

• Competitive starting salary
• Excellent and comprehensive benefits packages
• Hourly rate starting between $20.00 and $21.00/hr. 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
• 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

Education & Experience

• 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)
• 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

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

Work Environment

Works in a temperature-controlled office environment. Irregular hours in a 24 x 7 operation.

Who We Are

Become a part of something bigger. 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 more 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.

About the Role

Works in a temperature-controlled office environment. Irregular hours in a 24 x 7 operation.

Schedule

This position is NOT hybrid and will report to a fleet location every day.