Sr. Dispatcher

AAA Hoosier; Indianapolis (IN); On-site; USD 42,000 - 54,000; Full time

Benefits offered by this job

Health benefits

Dental benefits

Vision benefits

Paid time off

Free AAA Plus Membership

401k w/ company match

HSA dollars

Job summary

AAA Hoosier is seeking a Senior Dispatcher to serve as a subject-matter expert in the Dispatch Department, aiding members and peers with roadside service needs. You will help ensure the Emergency Road Service functions run efficiently while delivering excellent customer service.

Ideal candidates have a high school diploma or GED and 6–12 months of related experience. Training and growth opportunities are offered, with competitive benefits and a strong team culture.

Qualifications

• Six to twelve months related experience and/or training.
• Thorough knowledge of Dispatcher functions or supervising others is a plus.

Responsibilities

• Support members through contact center channels following MSCC and HMC standards.
• Receive and process service requests from members and the Roadside Assistance Program.
• Monitor daily operations to ensure performance metrics are met and report findings to management.
• Assist staff in resolving member issues and escalated calls using available resources.
• Promote AAA Hoosier Motor Club programs and membership benefits.

Skills

Customer service

Dispatcher basics

Education

High school diploma or GED

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.

Scheduled Shift

Saturday through Wednesday 1:30p.m- 10:00p.m

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

Position Summary

The Senior Dispatcher is responsible for acting as a subject matter expert within the Dispatch Department while assisting members and peers with roadside service needs. This role ensures that the (ERS) Emergency Road Service functions efficiently while delivering exceptional customer service to our members and associates. The Senior Dispatcher is dedicated to maintaining high standards of service and member satisfaction.

Duties and Responsibilities

• Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards.
• Receive and process service requests from members and the Roadside Assistance Program.
• Monitor daily operations to ensure compliance with established performance metrics (e.g., KMI, call queues, response times) and report findings to management.
• Provide service following AAA Hoosier Motor Club guidelines that provides our members with a totally satisfied member experience.
• Answer team members’ questions in chat or over the phone.
• Support training of team as requested by the Manager.
• Perform quality assurance by listening to dispatcher calls and sharing results and trends with the Member Services Manager.
• Assist staff in resolving member complaints, escalated calls, and technical issues using available resources.
• Serve as a liaison between the MSCC, Field Team Dispatch Center and the Hoosier Motor Club management team to ensure smooth communication.
• Promote AAA membership benefits through thorough knowledge of Hoosier Motor Club programs.
• Monitor dispatch workflow and work with appropriate team members to find solutions for calls that have not been completed within club established SLA’s.
• Resolve technical problems by utilizing available references or resources, within shift.
• Demonstrate proficiency in computer systems and relevant technology.
• Escalate any situations needing further attention to the Manager on duty.
• Perform other duties as assigned by management.

Education and/or Experience Requirements

Education

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

Experience

Six (6) to twelve (12) months related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of Communication Centers, Dispatcher functions, or supervising others is a plus.

Connect with AAA Hoosier

Facebook

www.facebook.com/aaahoosier

Company Website

www.hoosier.aaa.com