Dispatch Specialist - Remote - Harrisburg Pennsylvania

At AAA Central Penn, we exist for our members and will judge everything we do by how well it serves their needs. We also strive to provide the same high-quality care and support to our team members. Whether it is through our recognition programs, engagement opportunities, or working as a team to help better our community, we love what we do and want our team members to have FUN at work. We work hard to serve our members, but we also work hard to make sure our team members are taken care of and have an inclusive, open, and flexible work culture. 

 Team Member Focused Benefits

• Generous, front-loaded Paid Time Off (PTO); no need to wait until you’ve accrued PTO. 
• 1 personal day.
• 8 paid company holidays including Christmas Eve and New Year’s Eve.
• Medical, Dental, and Vision benefits.
• Health Savings Account (with employer contribution) and Flexible Spending Account options. 
• 401(k) with up to 6% company matching, plus you are fully vested upon your first contribution.
• Life Insurance and Long Term Disability at no out of check cost to our team.
• Earn up to 3 extra PTO days a year for time spent volunteering in the community and attending AAA Cares events. 
• Tuition Reimbursement.
• Free AAA Premier Membership.
• Discounts and perks including travel, branch services, car batteries, and more! 

 Mid shift, Second Shift, and Overnight Shifts available.

This is a remote position based in Harrisburg, Pennsylvania at our Progress branch. Attendance is mandatory at in-person meetings and trainings held several times a month. These meetings and trainings take place on weekdays during regular business hours. Initial new hire training is conducted in person.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

Job Purpose Summary:

The primary role of the Dispatch Specialist is to receive and handle requests from members for Roadside Assistance and coordinate services with AAA Central Penn’s extensive contractor network. The role will also be responsible to appropriately promote all AAA Central Penn products and services.

Essential Functions:

• Oversee the entire roadside assistance experience, ensuring timely follow-up and feedback while addressing requests with empathy and urgency. 
• Dispatch requests to contractors, providing details about the situation, vehicle issue, location, and other relevant information. 
• Prioritize requests based on factors such as safety, urgency, weather, and traffic to maximize effectiveness, ensuring safety remains the top priority; address emergency situations appropriately by following established procedures. 
• Collect, document, and communicate information accurately and clearly, ensuring conciseness. 
• Inform members about problem resolution, safety-related concerns, covered benefits, service alternatives during extreme weather, how to obtain repair services, and any additional charges that may apply. 
• Keep members informed about any developments or changes related to their transactions. 
• Manage every transaction professionally, positively, and courteously, in line with established guidelines, while adhering to AAACP’s “one-call” resolution service philosophy.
• Build strong relationships within our extensive contractor network to ensure prompt and reliable assistance for our members, while ensuring that our contractors consistently uphold AAA Central Penn’s high standards.
• Adhere to the Roadside Assistance Program (RAP) rules and requirements. 
• Achieve performance metrics, service, and sales goals; be open to coaching and guidance from leadership and management teams.
• Other duties as assigned. 

     Knowledge, Skills and Abilities:

• High school diploma or equivalent. 
• Previous customer service or call center experience preferred. 
• Superior active listening skills with the ability to interpret and process verbal information, ask probing questions, ensure that all key information is accurately obtained.
• Ability to communicate through multiple channels, including phone, email, and live agent chat.
• Possesses technical aptitude with the ability to utilize multiple computer systems simultaneously.
• Ability to detect issues, identify alternatives, and make logical decisions to deliver an exceptional customer experience.
• This is a remote-work position and internet connectivity is required.

 About AAA of Central Pennsylvania

For over 100 years the name AAA has been synonymous with exceptional service. Whether it be roadside assistance, travel, financial products, or insurance nationally we have over 60 million members who appreciate the value and peace of mind that our services provide.  Come join our team and be a part of the AAA legacy! 

 Work Culture 

Here at AAA Central Penn, we value our sense of community which is evident in the events planned throughout the year. We value diversity and create an environment where everyone can be their true selves and every voice matters.

AAA Cares:  AAA Central Penn has a proud tradition of supporting local non-profit organizations that have a positive community impact. In fact, commitment to the community is one of our core values that guide our efforts to meet the needs of members and the communities we serve. AAA Cares promotes volunteerism and rewards team members with volunteer activity. The initiative is team member-driven, team-spirited, and solidly supported by AAA Central Penn leadership.

Employee Engagement Activities:  We love what we do and we’re proud of our team. We recognize birthdays and employee anniversaries. We also have quarterly and annual recognition events, contests and trivia, an annual company-wide event, and many other opportunities to share our appreciation. Not only is this company-wide, but individual departments and offices as well. We also have opportunities to be involved with various committees that focus on topics like employee safety, wellness, and engagement.