[Remote] Dispatcher (2nd shift) (57231)

Note: The job is a remote job and is open to candidates in USA. AAA Northeast is a top employer dedicated to providing excellent service and community support. The Dispatcher role involves processing service requests and dispatching calls using various communication methods to ensure timely assistance to members.

Responsibilities

• 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 frames
• 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 service
• 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 arise
• 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 Counselor-AS
• 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
• Other duties as assigned

Skills

• Eligible applicants must live within a commutable distance to Milford, CT
• High School Diploma or GED Required
• 1-3 years call center experience Required
• 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 requirements

Company Overview

• With a legacy deeply etched in over a century of dedicated service, AAA Northeast delivers legendary services and trusted advice, allowing members and their families to enjoy the peace of mind that membership provides. It was founded in 1900, and is headquartered in Providence, RI, US, with a workforce of 1001-5000 employees. Its website is http://www.aaa.com.

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