Dispatcher, Customer Service​/HelpDesk

Job Details

• Job Location:
  
  Wayne, NJ 07470
• Position Type:
  Full Time
• Salary Range: $20.75 - $23.50 Hourly
• Job Shift: 1st Shift (4x10)
• Job Category:
  Customer Experience
• Eligible applicants must live within the AAA Northeast footprint to be considered for work from home opportunities. This includes RI, MA, CT, NY & NJ.
• Shift: Friday - Monday 11:30am - 10:00pm.
• Must be available to train 8:30am-5:00pm for 2 weeks.

At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It’s why we’ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century.

Processes information received on service requests and dispatches calls using a range of communication methods; deploys service resources available to best meet member needs and to optimize efficient use of those resources; monitors status of calls and initiates action to solve problems and to provide timely, quality service to members.

• Receives road service request information from Member Service Counselors and dispatches calls to facilities using a variety of communication channels (e.g., radio, telephone, digital/computer data link, fax, AVL). Relays all pertinent data to drivers (member situation, vehicle problem, location, etc.) When necessary, performs spotting duties to geographically code and assists drivers in finding member/disabled vehicle.
• Processes all information available and determines type of service needed (e.g., service vehicle, tow, locksmith), the most appropriate facility to handle the call (based on location/primary facility, facility capabilities/equipment, and current capacity to provide timely service), and prioritizes calls based on various criteria (safety, weather, traffic, etc.) and ensures that police and other emergency calls are handled within established time frames.
• Makes optimal use of available resources to ensure that calls are completed within the projected estimated time of arrival (ETA), that resources are efficiently deployed and routed, that correct equipment is dispatched to meet members’ needs and relays calls to back‑up facility when ETA appears in jeopardy.
• Monitors computer screens to maintain continual awareness of overall status of resource availability and current deployment, and reallocates resources as needed to meet changing needs for service.
• Communicates directly with members to provide advice and counsel regarding problem resolution (e.g., safety, towing/extraction alternatives, obtaining repair service), explains benefits covered and additional charges which may apply, notification when service will be delayed (or initiates action for another function to do so), and recommends AAA/CAA products and services (e.g., PLUS membership) when appropriate.
• Maintains documentation on the current status of each call within his/her area, monitors call progression, and ensures documentation is complete before calls are cleared with proper codes.
• Maintains frequent and timely communications with drivers on the status of calls that have been dispatched. Maintains close communications with facilities providing service, and notifies them whenever drivers cannot be contacted, or when other problems arise.
• Responds to, and takes immediate action to resolve, service problems reported by members and drivers.
• Collects data and provides assessment to others in the call center on facility/driver cooperation and performance.
• When necessary, performs all duties of a Member Service Counselor‑AS.
• Coordinates Roadside Assistance Program (RAP) call details with external agencies (Enterprise, Hertz, Lexus, etc.). Collects and documents specific information required to process RAP road service calls. Advises facility/driver of RAP call status along with any specific information pertaining to calls.
• Other duties as assigned.

• Education
  :
  High School Diploma or GED (Required)
• Experience
  : 1-3 years call center experience (Required)

None required.

AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran’s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class.

We thrive when our team members bring their whole selves to work.