Sr. Dispatcher

ABOUT AAA HOOSIER:
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.

Scheduled Shift:
Saturday through Wednesday 1:30p.m- 10:00p.m

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.
• Health / Dental / Vision benefits.
• Corporate Incentive Plan (CIP)
• 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:

The Senior Dispatcher is responsible for acting as a subject matter expert within the Dispatch Department while assisting members and peers with roadside service needs. This role ensures that the (ERS) Emergency Road Service functions efficiently while delivering exceptional customer service to our members and associates. The Senior Dispatcher is dedicated to maintaining high standards of service and member satisfaction.

Duties and Responsibilities:

• Support members through contact center channels while following and upholding all MSCC (Member Services Contact Center) and HMC (Hoosier Motor Club) standards.
• Receive and process service requests from members and the Roadside Assistance Program.
• Monitor daily operations to ensure compliance with established performance metrics (e.g., KMI, call queues, response times) and report findings to management.
• Provide service following AAA Hoosier Motor Club guidelines that provides our members with a totally satisfied member experience.
• Answer team members' questions in chat or over the phone.
• Support training of team as requested by the Manager.
• Perform quality assurance by listening to dispatcher calls and sharing results and trends with the Member Services Manager.
• Assist staff in resolving member complaints, escalated calls, and technical issues using available resources.
• Serve as a liaison between the MSCC, Field Team Dispatch Center and the Hoosier Motor Club management team to ensure smooth communication.
• Promote AAA membership benefits through thorough knowledge of Hoosier Motor Club programs.
• Monitor dispatch workflow and work with appropriate team members to find solutions for calls that have not been completed within club established SLA's.
• Resolve technical problems by utilizing available references or resources, within shift.
• Demonstrate proficiency in computer systems and relevant technology.
• Escalate any situations needing further attention to the Manager on duty.
• Perform other duties as assigned by management.

Education and/or Experience Requirements:

Education:
High school diploma or general education degree (GED), required.


Experience:
Six (6) to twelve (12) months related experience and/or training; or equivalent combination of education and experience. Thorough knowledge of Communication Centers, Dispatcher functions, or supervising others is a plus.

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