Dispatcher

Since its creation in 1902, AAA has become one of North America’s largest membership organizations. Today, AAA Hoosier provides roadside assistance, travel services, exclusive member discounts and benefits, and trusted financial and insurance services to nearly 400,000 Hoosiers. To learn more about AAA Hoosier offers, visit AAA.com. Here’s What Is In It for YOU: A company culture that provides training and learning opportunities. A brand that you can be proud to be part of. A culture that will challenge you to be your best. Paid Time Off. Paid Holidays. Company provided LTD & Life Insurance. Service Anniversary Recognition. Free AAA Plus Membership. Generous 401k w/ company match. Company provided HSA dollars. Position Summary This role is dedicated to ensuring AAA members are sent the necessary resources to be rescued from their roadside emergency in a timely manner. This position involves managing service requests, coordinating with service facilities, and maintaining communication with various stakeholders. The ideal candidate is adaptable, detail-oriented, and committed to providing exceptional customer service. Duties and Responsibilities Receive and process roadside service requests from members, our contact center team, and the Roadside Assistance Program. Provide service following AAA Hoosier Motor Club guidelines that will provide our members with a totally satisfied experience. Route service requests using various methods to service facilities. Select and coordinate the movement of service vehicles according to departmental standards. Demonstrate proficiency in computer systems and relevant technology. Apply ERS policies and procedures to every member interaction and document all actions, including ETAs and status updates. Communicate any deviations or issues to the manager. Manage multiple list views efficiently and accurately. Support management with the implementation of changes and training to ensure service accuracy. Meet established response time goals, aiming for an average of less than 30 minutes. Maintain positive and professional communication with members, employees, drivers, and service facilities. Promote AAA membership benefits through thorough knowledge of Hoosier Motor Club programs. Participate in quality assurance activities by conducting member follow-up calls to assess experiences and expectations, aiming for a minimum of twelve (12) calls per hour. Perform other duties as assigned by management. Education and/or Experience Requirements Education High school diploma or general education degree (GED), required. Experience One (1) year related experience and/or training; or equivalent combination of education and experience. Knowledge of Contact Center and Dispatcher functions preferred. #J-18808-Ljbffr