Fleet Dispatch Associate Specialist

3 weeks ago

Philadelphia, United States AAA Club Alliance Full time

**Hybrid Schedule: 2 days in office and 2-3 days home, depending on business need**

**The primary duties of the Club Fleet Dispatch Associate Specialist are to**:

- Receive Roadside Assistance request information from the Roadside Assistance Call Center, ERS Online system, or dedicated police hotlines to place Roadside Assistance requests on behalf of the Members.
- Analyze information contained on service requests to determine the most appropriate method to meet or exceed the Member’s service needs.
- Dispatch calls to facilities/trucks using a variety of communication channels. Relay all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers.
- Maintain accurate documentation on the status of each call within the area, manage call progress, and ensure documentation is complete before calls are cleared with proper codes, assuring accurate payments to Club Fleet.
- Manage the status of each call within the area to ensure Estimated Time of Arrival (ETA) will be met, and reroute calls to an alternate facility when ETA appears to be in jeopardy. Personally notify the Member when service will be delayed.
- Initiate action to solve problems.
- Build and maintain effective relationships with Fleet Management and Drivers
- Discuss and resolve Roadside Assistance complaints with Members.

**Minimum Qualifications**:

- High school diploma or equivalent and 1+ years of customer service experience.
- Effective communication skills (oral, written, and listening).
- Ability to perform multiple tasks in a fast-paced environment.
- Strong problem solving, analytical and critical thinking skills.
- Ability to work overtime as necessitated by weather/business conditions, and to work holidays as appropriate.
- Knowledgeable of all service guidelines and can communicate the guidelines in a positive manner to Member, Call Center and Club Fleet locations.
- Understands servicing area with the knowledge of the Club Fleet locations and geographic boundaries of service.
- A competitive hourly rate of $18.00 - $20.00 per hour; paid on a bi-weekly basis
- Overtime opportunity during peak season
- Eligibility for an Individual Incentive Plan
- Comprehensive benefit package including Generous Paid Time Off (PTO) during the first year, 401(k) plan with company match, Medical, Dental, Vision and Prescription Coverage, Life Insurance, Tuition reimbursement, and Flexible Spending Accounts to highlight a few of the offerings.
- Complimentary AAA Membership (inclusive of products & service discounts)

AAA Club Alliance (ACA) is an equal opportunity employer.

Our investment in Diversity, Equity, and Inclusion:
**Job Category**:
Fleet

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