[Hiring] Dispatch Specialists @AAA Mid-Atlantic

Role Description

AAA Club Alliance is hiring Dispatch Specialists (2nd Shift) to join our dynamic Dispatch Operations Team! This role will work in a fast-paced operations environment contacting service providers to assist AAA Members who are in need of roadside assistance.

This position will play a critical role in enhancing AAA Member relationships and providing each Member with exceptional customer service experience. This role also responds to complex and urgent inquiries from AAA Members and service providers about the benefits of the AAA Membership products, status of their roadside requests, resolve concerns in a timely manner and provides insight for operational improvement.

This is a work from home position, candidates must live within our territory in order to be considered:

• Connecticut
• Delaware
• Indiana
• Kansas
• Kentucky
• Maryland
• New Jersey
• Ohio
• Oklahoma
• Pennsylvania
• South Dakota
• Virginia
• Washington, DC
• West Virginia

2nd Shift Schedules:

• 2 p.m. to 10 p.m.
• 3 p.m. to 11 p.m.
• 4 p.m. to 12 midnight

All hours are Eastern Time.

The primary duties of the Dispatch Specialist, Dispatch Operations are to:

• Dispatch roadside assistance requests in a timely manner to service providers and club owned fleet using a variety of communication channels.
• Engage with AAA Members, contract network service partners, club owned fleet personnel and service delivery through inbound and outbound communications providing the pertinent information needed to ensure exceptional customer experience and timely delivery of roadside assistance.
• Effectively use computer systems for tracking, information gathering, and/or troubleshooting.
• Prioritize service requests based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established timeframes.
• Monitor the progression of roadside assistance requests and ensure documentation is thorough and accurate. Follow procedures to escalate concerns to service delivery management.
• Interact with members both inbound and proactive outbound contacts to provide updates on the status of their roadside requests as needed due to changes in arrival time, availability of equipment and other delivery related issues.
• Participate in the resolution of service issues and member complaints.
• Interpret and explain policies to peers and/or members as needed.
• Responsible for the achievement of established dispatch goals and KPI’s. Support activities for compliance with business procedures and workflows, advise management of changing needs of member base, partners with business leaders to ensure optimal service delivery to AAA Members.
• Recommend process changes to accommodate customer requirements.
• Participate in the resolution of escalated service issues and member complaints. Answers supervisor communication channels as needed.
• Participate in on-the-job training supporting new hires during training.
• Perform other related duties as assigned.

Qualifications

• High School diploma or equivalent required. A combination of education and experience may be considered in lieu of a degree.
• Minimum of 2 years of customer service experience required.
• Have the ability to work extra hours and overtime as needed due to business conditions.
• A dedicated, quiet space where you can work without interruption.
• High speed internet connected directly via Ethernet is required.

Requirements

• Demonstrated commitment to providing excellent customer service.
• Excellent telephone, text/chat and interpersonal skills.
• Ability to perform multiple tasks in a fast-paced environment.
• Proficient computer skills; ability to type at least 40 words per minute, knowledge of Microsoft Office applications.
• Strong problem solving, analytical and critical thinking skills.
• Strong interpersonal relations skills.
• Strong written and oral communication skills.

Benefits

• Fully remote/work from home.
• Computer equipment provided.
• Paid Time Off, plus 6 paid company holidays and 2 floating holidays.
• Virtual, paid Training.
• Base hourly rate plus 8% Shift Differential.
• Monthly Incentives.
• Company-wide Career mobility opportunities.
• A variety of 2nd shift schedules available (all schedules include one weekend day off and one day off during the week).
• Set schedule.
• 401(k) plan with company match up to 7%.
• Medical, Dental, Vision and Prescription coverage.
• FREE AAA Premier Membership.
• FREE Life Insurance.
• Auto repair, travel, and merchandise discount.
• Tuition reimbursement.
• Disability Insurance.
• Supplemental Insurances.
• Pet Insurance.
• Legal Insurance and so much more!