Job Abstract

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

• Receive Roadside Assistance request information from the Roadside Assistance Call Center, ERS Online system, dedicated police hotlines or the RAP program servers 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 (e.g., telephone, two-way radio/direct connect, digital/computer data link, fax and pager).  Relay all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers.

• Make decisions regarding priority level of a call by analyzing information related to safety and hazardous situations, weather conditions, traffic situation, special extenuating circumstances, etc., and take action to ensure that priority service is delivered. Make sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., Member not with vehicle, use of agent).  Look for ways to make reasonable accommodations for Members in “non-traditional” situations. 

• Maintain accurate documentation on the status of each call within the area, manages 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 reroutes calls to an alternate facility when ETA appears to be in jeopardy.  Personally notify the Member when service will be delayed.   As needed, initiate action to solve problems. 

• Make decisions regarding the deployment of service resources available to best meet Member needs and to optimize efficient use of those resources.  Perform “Call Load Management” to ensure trucks/facilities do not become overloaded and cause delays in service.  Communicate any service level restrictions to the supervisory team such as placing call limit restrictions or adjusting the quoted ETA. 

• Manage, track and monitor lunch break, PTO and dispatch schedules for AAA Club Alliance Fleet Drivers.

• Receive ETA calls from Members; gather, accurately document and process necessary information to provide timely service; works with Members and/or Club Fleet to determine best course of action; explain benefits and what action will occur; offer advice and assistance to help Members and RAP clients with their service situation.

• Manage resources to meet/exceed budget and productivity goals for call volume, battery sales, response times, On-The-Go rates, Quality Standards, etc.  Manage the Club Fleet to meet or exceed budget goals for productivity, income, and expense management. 

• Deliver extraordinary customer service to AAA Members, RAP customers and contract facility owners/drivers by accurately answering questions and interpreting Club policy.  Provide all necessary instructions to ensure a complete understanding of the services that will be rendered. 

• Promote On-the-Go solutions to Members; demonstrate sales abilities in support of the AAA Mobile Battery Services or other OTG initiative as deemed by the Club. 

• Build and maintain effective relationships with Club Fleet Management and drivers without compromising any code of conduct.  As needed, communicate with Supervisors, Dispatch Management, Fleet Management and Territory Managers to resolve problems, achieve service improvements, update information, etc. 

• Discuss and resolve Roadside Assistance complaints with Members, make decisions in resolving problems, and record complaint information in the CTS/CRM System.  Forward the complaint information to Member Relations for additional follow-up.  

• Provide feedback on contractor/club fleet performance on a daily basis. 

• Assign calls to Club Fleet personnel and coordinate reassignment of calls to CSN with the CSN dispatch group.  Manages Club Fleet resources to meet or exceed budget goals for productivity, response time, and income and expense management; as well as to meet/exceed goals for battery sales, On-The-Go rates, Quality Standards, etc.

• Serve as an ETA coordinator and/or handles escalated ETA calls.  Resolve Member complaints and enters information into CTS/CRM System.

• Act as a resource to the Associate Specialist role assisting them as needed.

• Evaluate the AVL routing and makes informed decisions to override the system.

• Other duties as assigned.

Minimum Qualifications:

• High school diploma or equivalent.

• 2+ years of experience in a customer contact role.

• Effective communication skills (oral, written, and listening).

• Proven ability to work in a fast-paced, quickly changing environment.

• Ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and make quick and effective decisions.

• Effective PC keyboarding skills and ability to utilize PC programs in a Windows-based environment.

• Professional phone etiquette.

• Strong problem solving, analytical and critical thinking skills.

• Ability to utilize mapping software, read and decipher a map to locate a Member or assist a driver with directions.

• 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 the Contractor Network.

• Understand servicing area with the knowledge of the contractor network and geographic boundaries of service.

• Proven familiarity with AVL technology.

To the qualified candidate, we offer:

• A competitive salary of $Click here to enter starting salary to $Click here to ending salary, depending on experience.

• Click here to enter any bonuses, commissions, and perks etc.

• Click here to enter all appropriate insurance, benefits, 401 k1403b, holidays and vacations, etc.

• Click here to enter List a "soft" perk, such as "The opportunity to work in a small office setting where you can see the impact of your contributions on a daily basis" if the company is small, or "the opportunity to lend your own expertise to developing operational initiatives and procedures" if this is a visionary or new role at the company.         

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

Our investment in Diversity, Equity, and Inclusion:

At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers.  We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.

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