What are the responsibilities and job description for the Dispatcher position at AAA Hoosier Motor Club?
Job Details
Description
ABOUT AAA HOOSIER MOTOR CLUB:
Since 1902, AAA Hoosier Motor Club, headquartered in Indianapolis, provides membership benefits including emergency roadside assistance, retail discounts and a variety of products and services for its 400,000 members across Indiana. It also operates a full-service travel agency and an insurance agency which markets and sells auto, home and life insurance. Hoosier Motor Club has 300 employees and operates 11 retail branch offices including seven in metro Indianapolis as well as Bloomington, Clarksville, Lafayette, Muncie, and Terre Haute. And it is an affiliate of the American Automobile Association (AAA), the largest motoring and leisure travel organization in North America with more than 60 million members.
Here's What is in it for YOU:
- A company culture that provides training and learning opportunities.
- A brand that you can be proud to be part of.
- A culture that will challenge you to be your best.
- Corporate Incentive Plan (CIP)
- Health / Dental / Vision benefits.
- Paid Time Off.
- Paid Holidays.
- Company provided LTD & Life Insurance.
- Retention bonuses.
- Service Anniversary Recognition.
- Free AAA Classic Membership.
- Generous 401k w/ company match.
- Company provided HSA dollars.
Position Summary:
This position involves managing service requests, coordinating with service facilities, and maintaining communication with various stakeholders. The ideal candidate is adaptable, detail-oriented, and committed to providing exceptional customer service.
Duties and Responsibilities:
- Receive and process service requests from members and the Roadside Assistance Program.
- Route service requests using various methods to service facilities.
- Select and coordinate the movement of service vehicles according to departmental standards.
- Demonstrate proficiency in computer systems and relevant technology.
- Apply ERS policies and procedures to every member interaction and document all actions, including ETAs and status updates.
- Communicate any deviations or issues to the supervisor. Removed troubleshooter and lead.
- Manage multiple list views efficiently and accurately.
- Demonstrate proficiency in using dispatch technology and computer systems.
- Support management with the implementation of changes and training to ensure service accuracy.
- Meet established response time goals, aiming for an average of less than 30 minutes.
- Maintain positive and professional communication with members, employees, drivers, and service facilities.
- Adapt to a flexible schedule, including nights, weekends, and holidays, while maintaining good attendance.
- Participate in quality assurance activities by conducting member follow-up calls to assess experiences and expectations, aiming for a minimum of twelve (12) calls per hour.
- Perform other duties as assigned by management.
Qualifications
Supervisory Responsibilities: This position has no direct supervisory responsibilities
Physical Effort:
- Typically sitting at a desk or table
- Intermittently sitting, standing, and stopping
- Occasional lifting of up to 25 lbs.
Education and/or Experience Requirements:
Education: High school diploma or general education degree, (GED), required.
Experience: Preferred one to three months related experience and/or training; or equivalent combination of education and experience. Knowledge of Contact Center and Dispatcher functions preferred.
Facebook:
www.facebook.com/aaahoosier
Company Website:
www.hoosier.aaa.com
