Job description

Primary Duties and Responsibilities (details of the basic job functions):

Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines. Receives and manages calls relate to emergency and/or commercial road service utilizing a computer aided call processing system. Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location. Monitors dispatched calls and takes action to resolve and correct service problems or potential problems. Handles driver/customer escalations in accordance with established procedures. Provides explanations to customers, as needed. Reports and documents any service issues. Closes service request using company electronic dispatching system in a timely manner. Accepts payment from members/customers as appropriate. Reconciles and resolves rudimentary payment issues. Maintains related records and files. Assists coworkers and less-tenured dispatchers as necessary. Starting hourly wage is $17.00 - $19.00 based on experience.

Supervisory Responsibilities (briefly describe, if applicable, or indicate None):

none

Required Qualifications (these are the minimum requirements to qualify)

Education (include minimum education and any licensing/certifications):

Possession of high school diploma or equivalent (GED)

Experience:

• accurately inputting information into various fields using a P.C. keyboard
• navigating through a P.C. and/or automated processing system
• performing basic mathematical calculations including addition, subtraction, percentages, etc.
• analyzing and resolving customer service problems
• preparing written communications (e.g. responding to customer inquiries)

Knowledge and Skills:

• A basic concept of geography and basic direction skills are required.
• telephone etiquette
• communicate effectively with others over the telephone or in person
• demonstrate effective listening skills
• manage and direct service call volume
• read maps and use travel related tools (i.e. GPS)
• successfully complete customer care training
• work in a call center environment
• act as a liaison between fleet personnel, members, customers, and call center personnel
• successfully identify and resolve customer service/fleet issues
• work under minimal supervision
• adhere to customer service standards
• represent the Auto Club Group in a positive and professional manner
• effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service
• work in a fast-paced environment
• maintain accurate records

Qualifications - External

Preferred Qualifications

• Knowledge of policies and procedures (service benefits) relative to emergency road service.
• Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)
• Dispatching calls
• A call center environment

Work Environment

Works in a temperature-controlled office environment.

Job Type: Full-time

Pay: $17.00 - $19.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Night shift
• Overtime
• Weekend availability

Ability to commute/relocate:

• Suite 200 College Park, GA 30349: Reliably commute or planning to relocate before starting work (Required)

Application Question(s):

• Are you over the age of 21?

Experience:

• Dispatching: 1 year (Preferred)
• Customer service: 1 year (Required)

Shift availability:

• Day Shift (Required)
• Night Shift (Required)

Work Location: One location

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