Fleet Dispatcher; On-Site

Job Description

At AAA The Auto Club Group (ACG), we value interaction, attention to detail, and thrive in fast-paced settings. This role offers a fulfilling career and a chance to help others. Continue reading to learn about our Fleet Dispatcher opportunities.

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.

• 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

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

• 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
• Fully paid training
• Medical, dental and vision benefits
• 401(k) 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:

• High school diploma or equivalent (GED)

Experience:

• 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)
• Have a 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

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

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates.

Salary at time of offer is determined based on these and other factors as associated with the job and job level.

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.