Job Details
This is a work from home position; however, Candidates MUST live within one of the following states to be considered:
Connecticut Delaware Indiana Kansas Kentucky Maryland New Jersey Ohio Oklahoma Pennsylvania South Dakota Virginia Washington, DC West Virginia
Work Schedules Available: FT Evening Hours (2nd Shift)- Shifts will begin at 3:00 p.m. to 11:00 p.m. or 4:00 p.m. - 12:00 a.m. EST. Each schedule will include at least ONE weekend shift each week. Schedules have a variety of days off.
Training requirement: Must be able to attend ALL training. Training hours are Monday - Friday (9:00 a.m. - 4:30 p.m. EST) for the first 3-5 weeks. Regular work schedule will begin after training is completed. Training is paid and AAA Club Alliance provides all computer equipment as needed.
The Dispatcher, KMI, provide courteous and professional assistance and updates to AAA Members waiting for Roadside Assistance. The Keeping Members Informed (KMI) Associate will monitor various reporting and technology systems and receive direction and instruction from Supervisors and Managers to prioritize which Members to make outbound update calls to in order to keep members informed on their existing Roadside service call.
What we can offer you:
- Competitive hourly rate depending upon salary zone plus monthly incentive program.
- Shift differential for 2nd shift - 8%.
- All computer equipment provided by AAA Club Alliance
- 401(k) plan with company match up to 7%.
- Medical, Dental, Vision and Prescription coverage plus so much more
- FREE AAA Premier Membership.
- FREE Life Insurance.
- Auto repair, travel, and merchandise discount
- Tuition reimbursement
The primary duties of the Dispatcher, Status Updates, are to: - Place outgoing phone call to AAA Members with existing Roadside Assistance requests in order to verify critical details and provide updates on their service in an effort to keep members informed.
- Listen and probe for additional information related to safety, hazardous situations and weather conditions in order to make observations on the accuracy of the prioritization of service. Identify situations that require special handling and coordinate with the Trusted Friend Help Desk and the Dispatch unit.
- Use reports related to Service Call statuses, wait times and other conditions and work closely with Leadership to determine priority order of outgoing KMI calls.
- Deliver extraordinary customer service to Members, using sound business judgment, by accurately answering questions, applying and interpreting department policy and effectively utilizing department references and resources.
- Provide Members with all necessary instructions to ensure a complete understanding of the services that will be rendered, including an accurate Estimated Time of Arrival.
- Interpret and explain policies to peers and/or members as needed and make recommendations related to policy exceptions based on conditions.
- Practice and promote Shared Values amongst peers.
- Be prepared to assist with inbound Member calls as conditions require.
- Other duties as assigned.
Minimum Qualifications - High school diploma or equivalent.
- Two or more years of customer service experience preferred.
- Effective analytical, written and oral communication skills to enable accurate completion of assignments, proper handling of problem situations and constructive interaction with others.
- Working knowledge of personal computer, internet and competent keyboarding skills to accurately and efficiently complete daily work assignments
- Successful completion of Appropriate Training Classes for Roadside Assistance and KMI.
- Ability to read a map and provide clear directions.
- Ability to cope in a professional manner with a fast work pace and time pressures.
- Ability to remain organized and in control under challenging conditions.
- Ability to creatively problem solve and identify alternatives; considers the likely impact of decisions before implementation.
- Ability to make adjustments in order to correctly apply new products, services or policy changes to daily job duties as required.
#LI-Remote #USA
AAA Club Alliance (ACA) is an affirmative action - equal opportunity employer.
Our investment in Diversity, Equity, and Inclusion:
At ACA, we are committed to cultivating a welcoming and inclusive workplace of team members with diverse backgrounds and experiences to enable us to meet our goals and support our values while serving our Members and customers. We strive to attract and retain candidates with a passion for their work and we encourage all qualified individuals, regardless of race, color, gender, identity, veteran status, sexual orientation, physical ability or national origin, to apply.
Job Category: Dispatch