Fleet Dispatcher

A career at The Auto Club Group (ACG) can be satisfying, exciting and rewarding. By aligning your professional development with our business objectives, ACG can help you attain your career goals — and make a difference. Get started by choosing the career that’s right for you.

Hudsonville, MI

The Auto Club Group

AAA was founded over 100 years ago for the purpose of lobbying for driver and passenger rights, fair laws and safer vehicles — all to better promote the love of the open road and the adventure of driving. Since then, AAA has grown to over 50 million members strong, while providing valuable membership services such as roadside assistance. Additionally, AAA has broadened its horizons to include all types of travel-related services, as well as offer a variety of insurance and financial products and services. Today’s AAA is a national federation comprised of more than 50 individual clubs throughout the United States and Canada. Whether you’re traveling around the world or to the corner grocery store, planning a honeymoon or weekend road trip, learning to drive or in need of a battery boost, the best way to begin your journey is with AAA. http://michigan.aaa.com/

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Full Time

Competitive Compensation and Benefits Package

Overview: <strong>About ACG</strong> <br />The Auto Club Group (ACG) provides membership, travel, insurance, and financial services offerings to approximately 9 million members and customers across 11 states and 2 U.S. territories through the AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second-largest AAA club in North America.<br /><strong><br />Compensation</strong> <br />The Auto Club Group offers competitive compensation and benefits packages including a base salary with performance-based incentives; medical/dental/vision insurance, pension, 401(k), generous time off, a complimentary AAA Membership, and much more!<br /><br /><strong>Work Environment</strong><br />Works in a temperature-controlled office environment.&nbsp;
Responsibilities: <ul> <li>Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone, or electronically in accordance with established guidelines.</li> <li>Receives and manages calls relate to emergency and/or commercial road service utilizing a computer-aided call processing system.</li> <li>Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location.</li> <li>Monitors dispatched calls and take action to resolve and correct service problems or potential problems.</li> <li>Handles driver/customer escalations in accordance with established procedures.</li> <li>Provides explanations to customers, as needed.</li> <li>Reports and documents any service issues.</li> <li>Closes service requests using the company's electronic dispatching system in a timely manner.</li> <li>Accepts payment from members/customers as appropriate.</li> <li>Reconciles and resolves rudimentary payment issues.</li> <li>Maintains related records and files.</li> <li>Assists coworkers and less-tenured dispatchers as necessary.</li> </ul>
Requirements: <strong>Education (include minimum education and any licensing/certifications):</strong><br /> <ul> <li>Possession of high school diploma or equivalent (GED)</li> </ul> <br /><strong>Experience:</strong><br /> <ul> <li>Accurately inputting information into various fields using a P.C. keyboard</li> <li>Navigating through a P.C. and/or automated processing system</li> <li>Performing basic mathematical calculations including addition, subtraction, percentages, etc.</li> <li>Analyzing and resolving customer service problems</li> <li>Preparing written communications (e.g. responding to customer inquiries)</li> </ul> <br /><br /><strong>Knowledge and Skills:</strong><br /> <ul> <li>A basic concept of geography and basic direction skills are required.</li> <li>Telephone etiquette</li> <li>Communicate effectively with others over the telephone or in-person</li> <li>Demonstrate effective listening skills</li> <li>Manage and direct service call volume</li> <li>Read maps and use travel-related tools (i.e. GPS)</li> <li>Successfully complete customer care training</li> <li>Work in a call center environment</li> <li>Act as a liaison between fleet personnel, members, customers, and call center personnel</li> <li>Successfully identify and resolve customer service/fleet issues</li> <li>Work under minimal supervision</li> <li>Adhere to customer service standards</li> <li>Represent the Auto Club Group in a positive and professional manner</li> <li>Effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service</li> <li>Work in a fast-paced environment</li> <li>Maintain accurate records</li> </ul> <br /> <p><strong>Preferred Qualifications</strong></p> <ul> <li>Knowledge of policies and procedures (service benefits) relative to emergency road service.</li> <li>Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)</li> <li>Dispatching calls</li> <li>A call center environment</li> </ul> <br />Important Note: The above statements describe the principle and essential functions, but not all functions, that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements.