Fleet Dispatcher (On-Site

Position: Fleet Dispatcher (On-Site)
Job Type:

 Full time

 Exempt/Non Exempt:

 Hourly

Job Description:

Location Details:
On-Site Position located at 9205 J Street, Omaha, NE 68127

 Position Schedule /

Shift: Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand.

Position Summary:

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.

Key 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 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.

Qualifications:

Required

 - 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

 - 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.

 Compensation & Benefits Overview:

 ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).

 Compensation

 - Hourly rates starting at $20.00 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.

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

 Benefits

 At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth.

 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 pay day 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,…