AAA Dispatcher AZ, Work From Home (MUST LIVE IN ARIZONA) Salary in the United States

We call our club's vision, mission, values, and supporting pillars "Our House" because they are the foundation for all that we do.  We're working to transform AAA for the next century with a mission to create Members for life by unleashing the innovative spirit of our Team Members.

Essential Functions

Allocation and management of resources:  60%

• Handles inbound telephone volume from Members, RACC agents, Contractor Service Providers and Fleet, while effectively monitoring/managing calls and service vehicles.

• Monitors the status of service calls and explains policy/guidelines to AAA staff and/or contract station personnel.

• Updating information in the call for general info for Estimate Time of Arrival request, any change of tow destination, etc.

• Utilizes D2000, a Windows based PC application, receives Roadside Assistance request information from the Roadside Assistance Call Center, ERS Online system, dedicated police hotlines or the RAP program servers to coordinate Roadside Assistance requests on behalf of the Members.

• Analyzes service request information – makes decisions and takes the necessary actions – to determine the most appropriate delivery methods to meet or exceed the Member’s service needs. 

• Determines and assigns appropriate equipment needed to service member and which contract station to contact based on code and details of situation as documented by the inbound agent.

• Ability to utilize mapping software to determine locations and geo code calls based on information and spot to appropriate contractor/territory.

• Manages assigned calls to facilities/trucks using a variety of communication channels (i.e.; telephones, D3ME tablets and radio equipment, variety of digital in truck technology units, etc.).  Communicates all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers.    

• Demonstrates understanding of assigned service area with the knowledge of the contractor service providers and geographic territories; partners with assigned Territory/Fleet Manager to develop rapport and more detailed understanding of service area.

• Manages resources to meet/exceed productivity goals for call volume, response time, battery sales, and cost per call.

• Utilizes D2000/D3000 and support systems, maintains accurate documentation, on the status of each call within the area, manages call progress, and ensures documentation is complete before calls are cleared with proper codes, assuring accurate payments to contractors. 

• Works with public safety organizations and ERS department to meet member needs in emergency situations.

• Reassigns service calls to alternate service providers or other vendors when multiple calls are received from one geographic area (usually peak hours of the day).

• Service call data entry and payments: At the completion of a service call, enters service call data to system and ensures payments to service company are accurate.

Problem Resolution/Troubleshooting: 40%

• Able to multi task; can work in an Emergency Service, fast-paced environment with a sense of urgency, quickly changing environment where the ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and make quick and effective decisions are keys to success.

• Anticipates situations affecting service delivery such as unusual call volume increases, and takes appropriate action by utilizing all available resources in network.

• Makes independent, sound decisions concerning the prioritization of service based on safety concerns, weather, traffic and policy exceptions.  Identifies ways to make reasonable accommodations for Members in “non-traditional” situations.

• Reviews same day service opportunities, based on Automotive knowledge, volume, etc. ; looks for opportunities to “Totally Satisfy” Members by setting up service appointments, Om The Go Solutions, Battery testing & sales, long tow arrangements, etc.

• Communicates information regarding technology units to drivers and peers, for example, instructing a driver on how to use the functionality of a unit – such as signing off unit, clearing calls, entering mileage, etc.

• Resolves escalated Member complaints, both real time and historical; completed Member Relations training.

• Negotiates and collaborates with Members, Roadside Assistance Independent Contractors, Club Fleet and various business units to deliver “Best in Class” service.

• Partners and communicates effectively (oral, written, and listening) to enable accurate completion of assignments and constructive interaction with others. 

Knowledge and Skills

Level I

• Clear and proficient verbal and written communication

• Advanced computer, relevant applications, telephone and dispatch/radio skills

• Broad awareness of AAA products, and detailed experience with ERS services

• Working knowledge of Dispatch operations

• Common knowledge of vehicle components and the common reasons for vehicle failure

• Ability to discern safety issues and respond appropriately

• Demonstrates problem solving and listening skills to evaluate member safety

• Ability to demonstrate poise under pressure

• Ability to toggle and navigate through multiple applications for simultaneous use.

• Bilingual communication skills (preferred)

• Type 45 WPM

Level II (in addition to above)

• Detailed knowledge of Roadside Assistance - systems, units, and all related processes, as well as knowledgeable of AS products and services, with focus on Battery service (product information, warranty, testing process/results); ability to respond to battery questions and price requests from Members.

• Completion of additional Automotive Services training courses – Battery training, OTG, IITR, etc; able to analyze service information to maximize service opportunities and resources.

• Proven performer who understands our servicing area with the knowledge of all contractors within network and geographic boundaries of service.

• Proven performer who consistently meets/exceeds Departmental and Automotive Services goals.  

• Service as subject matter expert to ERS Specialist I

Education and Experience

High school diploma or equivalent

Level I

• Two (2) years of experience in a customer contact role

Level II

• Three (3) years of experience in a customer contact role

Work Environment/Physical Requirements

Works in an office environment sitting at a desk, table or computer workstation for extended periods of time.  May travel by car, plane or other form of transportation to attend business meetings or conferences.  Approximately 50-80 percent of the time spent on the job involves the use of a personal computer.

Competency

Communication (Proficient)

Listening (Proficient)

Quality Orientation (Proficient)

Judgment (Proficient)

Problem Solving (Proficient)

Decision Making (Proficient)

Drive and Initiative (Proficient)