Dispatcher

AAA Hoosier Motor Club; Indianapolis (IN); On-site; USD 38,000 - 52,000; Full time

Benefits offered by this job

Paid Time Off

Paid Holidays

Company provided LTD & Life Insurance

Generous 401k w/ company match

Free AAA Plus Membership

401k with company match

HSA dollars

Job summary

A leading roadside assistance provider is looking for a dedicated individual to manage service requests and ensure exceptional customer service for its members in Indianapolis. The candidate will be responsible for receiving and processing requests while maintaining positive communication with all stakeholders. Candidates should have a high school diploma and at least one year of relevant experience. Commitment to timely assistance and excellent service quality is essential. Join a company that values training and offers generous benefits.

Qualifications

• Required one year of related experience or training in a contact center or dispatcher role.
• Familiarity with relevant computer systems and technology.
• Ability to manage multiple service requests efficiently.

Responsibilities

• Process roadside service requests from members and contact center.
• Communicate with service facilities to route requests.
• Maintain detail-oriented records of service requests.
• Ensure excellent communication with all stakeholders.

Skills

Customer service

Detail-oriented

Adaptability

Communication skills

Education

High school diploma or GED

Tools

Computer systems

Job description

Since its creation in 1902, AAA has become one of North America’s largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit AAA.com.

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.
• Paid Time Off.
• Paid Holidays.
• Company provided LTD & Life Insurance.
• Service Anniversary Recognition.
• Free AAA Plus Membership.
• Generous 401k w/ company match.
• Company provided HSA dollars.

Position Summary

This role is dedicated to ensuring AAA members are sent the necessary resources to be rescued from their roadside emergency in a timely manner. 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 roadside service requests from members, our contact center team, and the Roadside Assistance Program.
• Provide service following AAA Hoosier Motor Club guidelines that will provide our members with a totally satisfied experience.
• 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 manager.
• Manage multiple list views efficiently and accurately.
• 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.
• Promote AAA membership benefits through thorough knowledge of Hoosier Motor Club programs.
• 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.

Education and/or Experience Requirements

Education

High school diploma or general education degree (GED), required.

Experience

One (1) year related experience and/or training; or equivalent combination of education and experience. Knowledge of Contact Center and Dispatcher functions preferred.