Fleet Dispatcher (On-Site

Job Type: Full time

Exempt/Non Exempt: Hourly

Job Description:

Location Details: On-site Position located at 606 S. Stratford Road, Winston‑Salem, NC 27103

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.

• 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.

• High school diploma or equivalent (GED).
• 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.

• 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.).
• Experienced dispatching calls.
• Call center environment experience.

Works in a temperature‑controlled office environment. Irregular hours in a 24×7 operation.

Hourly rates starting at $18.00 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.

• 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…