Dispatcher – 2nd Shift
Job Description:
- Process information received on service requests and dispatch calls using radio, telephone, digital/computer data link, fax, AVL, and other communication methods
- Deploy service resources to meet member needs and optimize resource use
- Receive road service requests and dispatch calls to facilities
- Relay member situation, vehicle problem, location, and other pertinent data to drivers
- Perform spotting duties to geographically code calls and assist drivers in locating disabled vehicles
- Determine required service type and most appropriate facility based on location, capabilities, equipment, capacity, and urgency
- Prioritize calls using safety, weather, traffic, and other criteria
- Ensure police and emergency calls are handled within established time frames
- Monitor ETAs, resource deployment, routing, and call completion; reallocate resources as needed
- Monitor computer screens for resource availability and deployment status
- Communicate with members about problem resolution, benefits, additional charges, delays, and AAA/CAA products and services
- Maintain call-status documentation and ensure calls are properly coded before clearance
- Communicate with drivers and service facilities regarding call status and problems
- Resolve service problems reported by members and drivers
- Collect data and assess facility/driver cooperation and performance
- Perform Member Service Counselor-AS duties when necessary
- Coordinate Roadside Assistance Program call details with Enterprise, Hertz, Lexus, and other external agencies
- Collect and document information required for RAP road service calls
- Advise facilities and drivers of RAP call status and relevant details
Requirements:
- High School Diploma or GED required
- 1–3 years of call center experience required
- Eligible applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, or NJ
- High-speed internet access meeting minimum internet speed requirements
- Ability to work Sun–Wed and Sat, 3:00pm–11:30pm
- Ability to complete the first two weeks of training Monday–Friday, 8:30am–5:00pm
Benefits:
- Ongoing world-class training and proven career paths
- Medical coverage with employer contributions covering up to 93% of the premium cost
- Dental and vision options
- 6% company match on 401(k) retirement plan contributions, fully vested and made every pay period
- 3 weeks’ vacation
- 12 holidays
- 8 sick days
- 48 hours of volunteer time annually
- Free AAA membership
- Insurance discounts
- Travel commission refund
- Up to $625 in wellness incentives
- Up to $6,000 in tuition reimbursement
- Annual bonus opportunities
- Additional monthly and/or quarterly incentive compensation for certain roles
- Cameras-on approach during virtual meetings
- Diverse and collaborative workplace culture
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