Roadside Assistance Dispatcher

Roadside Assistance Dispatcher

As an AAA Roadside Assistance Dispatcher, you play a pivotal role in providing prompt support to our members in need. This dynamic and fast-paced role demands that you work with various technologies to dispatch drivers in multiple states, upholding our commitment to a 24/7 operation. While the challenge of overseeing such a vast network is significant, the satisfaction that comes from ensuring the safety and delivering the peace of mind to our members is truly unmatched. To empower you in this crucial role, we provide comprehensive training, equipping you with the knowledge needed to deliver legendary service.

• Starting at $19.85 per hour (Plus weekend shift differential of 10% = $21.83 per hour)
• Full-time Afternoon/Evening Shifts including weekends and some holidays
• Onsite to start with Remote, Work from Home Opportunity after successful completion of paid training
• Start Date: 11/5/24
• Location: 68 Marginal Way, Portland, ME 04101
• Growth and advancement opportunities

What You Will Do:

• Utilize internal systems and technology to process both inbound and outbound calls from members and independent contract stations to swiftly dispatch drivers nationwide, ensuring timely assistance for members in need of emergency roadside services such as towing, locksmith aid, fuel delivery, battery support, and addressing minor mechanical issues.
• Understand the nature of the member’s distress, ensuring their immediate safety, and document the details promptly and accurately.
• Maintain a compassionate and composed demeanor, especially during high priority interactions.
• Facilitate clear and effective communication with 350 independent service providers to relay critical information and expedite the dispatching process.
• Track and manage dispatched roadside services, ensuring that service providers are well-informed and equipped, while also keeping members informed on the status and progress of their requests.
• Succeed in a structured environment where performance goals are set and measured, driving member satisfaction.

Work-From-Home Requirements:

• Dedicated, quiet workspace without interruptions.
• You must have the ability to directly connect to ISP via Ethernet (No DSL, Satellite, Hot Spots, etc). Modem/Router must be in the same room as the computer equipment with a minimum of 25 mbps download and 5 mbps upload. A company-provided computer and partial internet reimbursement are included to support the reasonable cost of your connectivity.
• Demonstrated ability to uphold productivity and confidentiality in a remote setting.
• Regular attendance in virtual team meetings and training sessions.
• Availability during standard business hours and flexibility for possible shift adjustments.

What You Will Need:

• Prior experience in dispatching is highly preferred. Bilingual skills, especially in Spanish, are a plus.
• Customer service and/or call center experience is preferred.
• Exceptional verbal and written communication capabilities, focusing on clarity, especially under pressure.
• Advanced computer and multi-tasking skills with the ability to talk and type simultaneously and navigate multiple systems and screens.
• Comprehensive understanding of maps, GPS systems, and traffic safety rules.
• Experience using SMS or chat communications in a professional setting.
• Ability to empathize and provide excellent customer service in a high-volume call environment.
• Proficiency in Microsoft Teams and Outlook.
• High School diploma, GED or equivalent.

Remarkable benefits:

• Health coverage for medical, dental, vision
• 401(K) saving plan with company match AND Pension
• Tuition assistance
• PTO for community volunteer programs
• Wellness program
• Employee discounts (membership, insurance, travel, entertainment, services and more!)

Auto Club Enterprises is the largest federation of AAA clubs in the nation. We have 14,000 employees in 21 states helping 17 million members. The strength of our organization is our employees. Bringing together and supporting different cultures, backgrounds, personalities, and strengths creates a team capable of delivering legendary, lifetime service to our members. When we embrace our diversity – we win. All of Us! With our national brand recognition, long-standing reputation since 1902, and constantly growing membership, we are seeking career-minded, service-driven professionals to join our team.

"Through dedicated employees we proudly deliver legendary service and beneficial products that provide members peace of mind and value.”

AAA is an Equal Opportunity Employer

Job Type: Full-time

Pay: From $19.85 per hour

Expected hours: 40 per week

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Weekends as needed

Work Location: In person

Salary : $22