Fleet Dispatcher

It’s a great time to join AAA The Auto Club Group! 

Job Type:

Primary Duties and Responsibilities (details of the basic job functions):

Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines.  Receives and manages calls relate to emergency and/or commercial road service utilizing a computer aided call processing system.  Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location.  Monitors dispatched calls and takes action to resolve and correct service problems or potential problems.  Handles driver/customer escalations in accordance with established procedures.  Provides explanations to customers, as needed.  Reports and documents any service issues.  Closes service request using D2000 system in a timely manner.  Accepts payment from members/customers as appropriate.  Reconciles and resolves rudimentary payment issues.  Maintains related records and files.  Assists coworkers and less-senior dispatchers as necessary.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

none

Education (include minimum education and any licensing/certifications):

• High School diploma

Experience:

• accurately inputting information into various fields using a P.C. keyboard

• navigating through a P.C. and/or automated processing system

• performing basic mathematical calculations including addition, subtraction, percentages, etc.

• analyzing and resolving customer service problems

• preparing written communications (e.g. responding to customer inquiries)

Knowledge and Skills:

• A basic concept of geography and basic direction skills are required.

• telephone etiquette

• communicate effectively with others over the telephone or in person

• demonstrate effective listening skills

• manage and direct service call volume

• read maps and use travel related tools (i.e. GPS)

• successfully complete customer care training

• work in a call center environment

• act as a liaison between fleet personnel, members, customers, and call center personnel

• successfully identify and resolve customer service/fleet issues

• work under minimal supervision

• adhere to customer service standards

• represent the Auto Club Group in a positive and professional manner

• effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service

• work in a fast-paced environment

• maintain accurate records

• Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)

• Dispatching calls

• A call center environment

• ACG policies and procedures as they relate to Emergency Road Service

Works in a temperature-controlled office environment.  Irregular hours in a 24 x operations.

Who We Are

Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.

By continuing to invest in more advanced technology, pursuing innovative products, and hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life’s journey through insurance, travel, financial services, and roadside assistance.

And when you join our team, one of the first things you’ll notice is that same, whole-hearted, enthusiastic advocacy for each other.

We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger.

To learn more about AAA The Auto Club Group visit www.aaa.com

Important Note:

ACG’s Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level.  

The above statements describe the principal and essential functions, but not all functions that may be inherent in the job.  This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements.  Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.

The Auto Club Group, and all its affiliated companies, is an equal opportunity employer.  All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status.

Regular and reliable attendance is essential for the function of this job.

AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.