Onsite Fleet Dispatcher

Job Overview

It’s a great time to join AAA The Auto Club Group! Join the team committed to driving your career forward.

Full time (Exempt/Non Exempt: Hourly)

• Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines.
• Receives and manages calls related to emergency and/or commercial road service utilizing a computer-aided call processing system.
• Performs geographical location spotting, map reading, and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location.
• Monitors dispatched calls and takes action to resolve and correct service problems or potential problems.
• Handles driver/customer escalations in accordance with established procedures.
• Provides explanations to customers, as needed.
• Reports and documents any service issues.
• Closes service request using the D2000 system in a timely manner.
• Accepts payment from members/customers as appropriate.
• Reconciles and resolves rudimentary payment issues.
• Maintains related records and files.
• Assists coworkers and less-senior dispatchers as necessary.

• Education:
  
  High School diploma.
• Experience:
  
  accurately inputting information into various fields using a PC keyboard, navigating through a PC and/or automated processing system, performing basic mathematical calculations including addition, subtraction, percentages, etc., analyzing and resolving customer service problems, preparing written communications (e.g., responding to customer inquiries).
• Knowledge and
  
  Skills:
  
  basic concept of geography and direction skills; telephone etiquette; effective listening skills; manage and direct service call volume; read maps and use travel related tools (GPS); successfully complete customer care training; work in a call center environment; act as a liaison between fleet personnel, members, customers, and call center personnel; successfully identify and resolve customer service/fleet issues; work under minimal supervision;
  
  adhere to customer service standards; represent the Auto Club Group positively and professionally; effectively manage ETAs; maintain accurate records; work in a fast‑paced environment.

• Reading and comprehending various Customer Care service tools (e.g., manuals, work models).
• Dispatching calls.
• Experience in a call center environment.
• Knowledge of ACG policies and procedures related to Emergency Road Service.

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.

If you have a disability and require an accommodation to help you complete our employment application process, please send an email to  indicating the accommodation or assistance needed and a member of the Talent Acquisition Team will follow up to assist you within two business days.