Dispatcher

AAA Hoosier; Indianapolis (IN); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Health / Dental / Vision benefits

401k with company match

Paid Time Off

Job summary

AAA Hoosier is seeking a dispatch-focused professional to ensure members receive timely roadside assistance. You will manage service requests, coordinate with service facilities, and communicate updates to members and drivers. A strong emphasis on customer service and accurate documentation is required.

The role requires residency in Indiana and the ability to commute to our Indianapolis office. Prior contact center or dispatcher experience is preferred, with benefits included such as health,

Qualifications

• Experience in a contact center or dispatcher functions is preferred.
• Strong communication and organizational skills.
• Ability to document actions, ETAs, and status updates accurately.

Responsibilities

• Receive and process roadside service requests from members and contact center teams.
• Route service requests to appropriate facilities and coordinate movement of service vehicles.
• Maintain timely communication with members, drivers, and facilities and meet response time goals.

Skills

Customer service

Dispatcher experience

Computer proficiency

Education

High school diploma or GED

Tools

Computer systems

Job description

ABOUT AAA HOOSIER

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.

ABOUT AAA HOOSIER

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.

Scheduled Shift:

Tuesday - Saturday 8:30a.m-5:00p.m with Sunday and Monday's off

Thursday - Monday 11:30a.m-8:00p.m with Tuesday and Wednesday's off

Saturday - Wednesday 7:30a.m 4:00p.m with Thursday and Friday's off

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.
• Health / Dental / Vision benefits.
• Corporate Incentive Plan (CIP)
• Paid Time Off.
• Paid Holidays.
• Company provided LTD & Basic 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.

Requirements:

Must reside in Indiana and must be within driving distance from our office at 4031 Industrial Blvd, Indianapolis, IN.

Connect with AAA Hoosier:

Facebook:

www.facebook.com/aaahoosier

Company Website:

www.hoosier.aaa.com