Fleet Dispatcher

Job Type: Full time Exempt/Non Exempt: Hourly Job Description: Location Details: On-Site Position located at 50888 Century Ct, Wixom, MI 48393. Position Schedule / Shift: Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand. Position Summary As a Fleet Dispatcher, you will dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or electronically. You will receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system. Performing geographical location spotting and map reading, you will provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location. Key Responsibilities Monitor dispatched calls and take action to resolve and correct service or other potential problems Handle driver / customer escalations in accordance with established procedures Provide explanations to customers and reports / document service issues Close service requests using company electronic dispatching system Accept payment from members / customers, when necessary Reconcile and resolve rudimentary payment issues and maintain related records and files Assist coworkers and less-tenured dispatchers, as necessary. Qualifications Required High school diploma or equivalent (GED) required. Ability to navigate computer systems and accurately enter data using a standard keyboard. Basic math skills, including addition, subtraction, and percentages. Experience resolving customer concerns and issues. Ability to prepare written communications and respond to customer inquiries. Basic knowledge of geography and ability to provide directions. Strong verbal communication and active listening skills for phone and in-person interactions. Ability to work effectively in a fast-paced environment. Preferred 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.) Experience dispatching calls Call center environment experience Work Environment Works in a temperature-controlled office environment. Irregular hours in a 24 x 7 operation. Compensation & Benefits Overview ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.). Compensation Hourly rates starting at $18.73 per hour (rate may vary by location and experience). Overtime opportunities paid at time-and-a-half. Shift differentials: 5% premium for hours worked between 5:00 PM - 11:00 PM/10% premium for hours worked between 11:00 PM - 5:00 AM $250 Quarterly Perfect Attendance Bonus. Fully paid training to help you build the skills needed for success. Benefits At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth. Health & Wellness Medical plans with multiple coverage options, including HSA eligibility. Prescription drug coverage. Dental and vision benefits. Employee Assistance Program (confidential support services). Financial Protection & Insurance Company-paid basic life insurance. Optional supplemental life insurance and dependent coverage. Short-term and long-term disability coverage. Critical illness, accident, and pet insurance options. Retirement & Savings 401(k) plan to support long-term financial goals. 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service. Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options. Time Off & Leave Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements. Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month. Paid Holidays: Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules. Paid leave programs, including parental, bereavement, jury duty, and military leave. Career Growth & Education Tuition assistance (up to $5,2 #J-18808-Ljbffr acg