Fleet Dispatcher (On-Site)

Job Description

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

• You enjoy interacting with people
• You have a high attention-to-detail
• You thrive in a fast-paced setting
• You have a job that is exciting and allows you to help others

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
• Maintain inventory of tow truck / service vehicle supplies, vehicle maintenance / repair records, and requisition replacement tools and / or equipment, when required
• Ensure proper maintenance of tow trucks, service vehicles and equipment
• Assist coworkers and less-tenured dispatchers, as necessary

How We Reward Our Employees

• Competitive starting salary
• Excellent and comprehensive benefits packages
• $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

What We Are Looking For

• Education: High school diploma or equivalent (GED)
• Experience: Accurately navigate through computer systems and input information into various fields using a standard computer keyboard, perform basic mathematical calculations, prior experience managing and resolving customer issues, preparation of written communications (e.g. responding to customer inquiries), basic understanding of geography, communication skills, past experience working in a fast-paced environment
• 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.), past experience dispatching calls, call center environment experience, preferred qualifications

Work Environment

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