Job Information
The Auto Club Group Fleet Dispatcher in Wixom, Michigan
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Job Type: Full time
Exempt/Non Exempt: Hourly
Job Description:
Position Description This position requires employees to be on site in Grand Rapids, MI.
Primary Duties and Responsibilities (details of the basic job functions):
Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines. Receives and manages calls relate to emergency and/or commercial road service utilizing a computer aided call processing system. Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location. Monitors dispatched calls and takes action to resolve and correct service problems or potential problems. Handles driver/customer escalations in accordance with established procedures. Provides explanations to customers, as needed. Reports and documents any service issues. Closes service request using D2000 system in a timely manner. Accepts payment from members/customers as appropriate. Reconciles and resolves rudimentary payment issues. Maintains related records and files. Assists coworkers and less-senior dispatchers as necessary.
Supervisory Responsibilities (briefly describe, if applicable, or indicate None): none
Hourly payment between $17-$20/hour based on experience.
Required Qualifications (these are the minimum requirements to qualify)
Education (include minimum education and any licensing/certifications):
High School diploma
Experience:
accurately inputting information into various fields using a P.C. keyboard
navigating through a P.C. and/or automated processing system
performing basic mathematical calculations including addition, subtraction, percentages, etc.
analyzing and resolving customer service problems
preparing written communications (e.g. responding to customer inquiries)
Knowledge and Skills:
A basic concept of geography and basic direction skills are required.
telephone etiquette
communicate effectively with others over the telephone or in person
demonstrate effective listening skills
manage and direct service call volume
read maps and use travel related tools (i.e. GPS)
successfully complete customer care training
work in a call center environment
act as a liaison between fleet personnel, members, customers, and call center personnel
successfully identify and resolve customer service/fleet issues
work under minimal supervision
adhere to customer service standards
represent the Auto Club Group in a positive and professional manner
effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service
work in a fast-paced environment
maintain accurate records
Preferred Qualifications
Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)
Dispatching calls
A call center environment
ACG policies and procedures as they relate to Emergency Road Service
Work Environment
Works in a temperature-controlled office environment. Irregular hours in a 24 x operations.
Who We Are Become a part of something bigger.
The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AAA federation and is the second largest AAA club in North America.
By continuing to invest in more advanced technology, pursuing innovative products, and hi
