Dispatcher

• Availability to work an 8-hour shift between the hours of 2:30PM –11:00PM. Schedule will include both weekend days (Saturday and Sunday) with two consecutive days off during the week determined by business need. 
• Shift Differential: 2.5% for hours worked between 8p - 12a, 5% for hours worked between 12a - 6a.

• →35% Member Satisfaction: Demonstrate knowledge of AAA products and services to ensure quality service delivery to members and business partners. Anticipate member and business partner needs and act to meet those needs even before requirements are stated. Take personal responsibility for follow through to ensure member and business partner concerns are solved.  Demonstrate tact and patience when dealing with demanding members and business partners during escalated calls. Ensure "Keeping Members Informed" (KMI) and "Satisfaction With Response Time" metrics consistently meet or exceed outlined departmental standards.
• →20% Operational Excellence: Follow required processes and workflow on every service request. Find information in an efficient manner when needed. Exhibit a high level of working knowledge regarding Emergency Road Service (ERS) & display proficiency in the working application of such knowledge. Process all information available and determine appropriate type of service and facility needed to handle the call. Remain knowledgeable & compliant on established departmental policies & protocols, including but not limited to: Call Off & PTO Requests, "Ready To Work", & other established workflows.
• →15% Adherence: Consistently meet or exceed outlined department standards related to schedule adherence, training/project times, break/lunch times, etc.. Ensure established policies & protocols are followed, including but not limited to: usage of correct "off queue" codes, timeliness of returning to queue, & availability while on shift.
• →15% Quality: Verify all critical information with Members and business partners to ensure complete understanding by both parties. Respond accurately & effectively while receiving information via various communication channels. Consistently meet or exceed related outlined departmental standards.
• →15% Responsiveness: Ensure all Member and business partner communications are accepted & responded to in an efficient & timely manner. Consistently meet or exceed related outlined departmental standards.

• Working knowledge of computer software and ability to effectively navigate multiple systems.
• Familiarity of the Club geographic coverage area.
• Ability to read and interpret instructions, maps and manuals.
• Strong problem solving and decision-making skills.
• Ability to effectively work under pressure.
• Must be available to work a flexible schedule including overtime required to meet business needs.

• Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, typing and communicating on the phone.
• Must be able to lift, carry, push, pull a maximum of 25 lbs
  
  

This position does not offer visa sponsorship now or in the future.