Dispatcher; 3rd shift

Job Details

Job Location:

Hamden, CT 06518

Position Type:
Full Time

Salary Range: $20.75 - $23.50 Hourly

Job Shift: 3rd 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 10:30pm - 7:00am. Must be available to train 8:30am-5:00pm for 2 weeks.

• Process road service request information, dispatch calls using radio, telephone, digital/computer data link, fax, and AVL, and relay all pertinent data to drivers.
• Determine the required type of service (service vehicle, tow, locksmith, etc.), identify the most appropriate facility based on location, capability, and capacity, and prioritize calls according to safety, weather, traffic, and other criteria.
• Use available resources to ensure calls are completed within the projected ETA, route resources efficiently, dispatch correct equipment, and direct calls to backup facilities when necessary.
• Monitor real‑time screens to maintain awareness of overall resource availability and deployment, reallocating resources as needed to meet changing service demands.
• Communicate directly with members to provide advice and counsel on problem resolution, explain benefits and additional charges, notify members of delays, and recommend AAA/CAA products such as PLUS membership when appropriate.
• Maintain accurate documentation on each call, monitor progression, and ensure completion with proper coding before clearing calls.
• Maintain frequent and timely communication with drivers about the status of dispatched calls, and keep facilities informed of any issues or inability to contact drivers.
• Respond to and take immediate action to resolve service problems reported by members and drivers.
• Collect data and provide assessments to the call center on facility/driver cooperation and performance.
• Perform all duties of a Member Service Counselor when necessary.
• Coordinate Roadside Assistance Program (RAP) call details with external agencies (Enterprise, Hertz, Lexus, etc.), gather required documentation, and inform facilities and drivers of RAP call status.
• Perform other duties as assigned.

• High School Diploma or GED (required)
• 1-3 years call center experience (required)
• No specific licenses or certifications required, though willingness to obtain necessary credentials if needed.

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.