Company: AAA Northeast
Posted on: May 13, 2022
*We hire for these roles on an ongoing basis as positions become
available. This posting is intended to fill current or future
vacancies as needed. Qualified candidates will be contacted on an
ongoing basis to discuss available career opportunities, Thank
This position would be a hybrid role, which means that you will
typically spend 3 days of your work week working onsite at a AAA
Northeast location and 2 days of your work week working from a
remote location. Eligible applicants must live within the AAA
Northeast footprint to be considered for hybrid opportunities. This
includes RI, MA, CT, NY & NJ. You have applied to a hybrid
position, and as such, you will be required to meet specific work
from home requirements to support the business needs of AAA. This
includes high speed internet access with minimum internet speed
Processes information received on service requests and dispatches
calls using a range of communication methods; deploys service
resources available to best meet member needs and to optimize
efficient use of those resources; monitors status of calls and
initiates action to solve problems and to provide timely, quality
service to members.
Receives road service request information from Member Service
Counselors and dispatches calls to facilities using a variety of
communication channels (e.g., radio, telephone, digital/computer
data link, fax, AVL). Relays all pertinent data to drivers (member
situation, vehicle problem, location, etc.) When necessary,
performs spotting duties to geographically code and assists drivers
in finding member/disabled vehicle.
Processes all information available and determines type of service
needed (e.g., service vehicle, tow, locksmith), the most
appropriate facility to handle the call (based on location/primary
facility, facility capabilities/equipment, and current capacity to
provide timely service), and prioritizes calls based on various
criteria (safety, weather, traffic, etc.) and ensures that police
and other emergency calls are handled within established time
Makes optimal use of available resources to ensure that calls are
completed within the projected estimated time of arrival (ETA),
that resources are efficiently deployed and routed, that correct
equipment is dispatched to meet members' needs and relays calls to
back-up facility when ETA appears in jeopardy.
Monitors computer screens to maintain continual awareness of
overall status of resource availability and current deployment, and
reallocates resources as needed to meet changing needs for
Communicates directly with members to provides advice and counsel
regarding problem resolution (e.g., safety, towing/extraction
alternatives, obtaining repair service), explains benefits covered
and additional charges which may apply, notification when service
will be delayed (or initiates action for another function to do
so), and recommends AAA/CAA products and services (e.g., PLUS
membership) when appropriate.
Maintains documentation on the current status of each call within
his/her area, monitors call progression, and ensures documentation
is complete before calls are cleared with proper codes.
Maintains frequent and timely communications with drivers on the
status of calls that have been dispatched. Maintains close
communications with facilities providing service, and notifies them
whenever drivers cannot be contacted, or when other problems
Responds to, and takes immediate action to resolve, service
problems reported by members and drivers.
Collects data and provides assessment to others in call center on
facility/driver cooperation and performance.
When necessary, performs all duties of a Member Service
Coordinates Roadside Assistance Program (RAP) call details with
external agencies (Enterprise, Hertz, Lexus, etc.). Collects and
documents specific information required to process RAP road service
calls. Advises facility/driver of RAP call status along with any
specific information pertaining to calls.
Education/Licenses/Certifications:High School diploma or GED
requiredExperience:2 years call center experienceSkillsCustomer
relations and interpersonal skillsCommunication skillsAbility to
solve problems and identify alternativesAble to work as a member of
a teamTime management and multitasking skillsAdaptable to changing
situationsGeography & map reading skillsComputer skillsAbility to
operate two-way radios
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Category Customer Experience
Type Full Time Employee
Employment Type Regular Employee - (REG)
Work Schedule Start times vary between 6:00am-12:00pm. At least one
weekend day will be included in the schedule. Your schedule may
flex up to two hours at the beginning or end of your shift based on
seasonal or business needs.
Keywords: AAA Northeast, Providence , Dispatcher (Hybrid), Professions , Providence, Rhode Island
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