Job Description:
• Process information received on service requests and dispatch calls using radio, telephone, digital/computer data link, fax, AVL, and other communication methods
• Deploy service resources to meet member needs and optimize resource use
• Receive road service requests and dispatch calls to facilities
• Relay member situation, vehicle problem, location, and other pertinent data to drivers
• Perform spotting duties to geographically code calls and assist drivers in locating disabled vehicles
• Determine required service type and most appropriate facility based on location, capabilities, equipment, capacity, and urgency
• Prioritize calls using safety, weather, traffic, and other criteria
• Ensure police and emergency calls are handled within established time frames
• Monitor ETAs, resource deployment, routing, and call completion; reallocate resources as needed
• Monitor computer screens for resource availability and deployment status
• Communicate with members about problem resolution, benefits, additional charges, delays, and AAA/CAA products and services
• Maintain call-status documentation and ensure calls are properly coded before clearance
• Communicate with drivers and service facilities regarding call status and problems
• Resolve service problems reported by members and drivers
• Collect data and assess facility/driver cooperation and performance
• Perform Member Service Counselor-AS duties when necessary
• Coordinate Roadside Assistance Program call details with Enterprise, Hertz, Lexus, and other external agencies
• Collect and document information required for RAP road service calls
• Advise facilities and drivers of RAP call status and relevant details
Requirements:
• High School Diploma or GED required
• 1–3 years of call center experience required
• Eligible applicants must live within the AAA Northeast footprint: RI, MA, CT, NY, or NJ
• High-speed internet access meeting minimum internet speed requirements
• Ability to work Sun–Wed and Sat, 3:00pm–11:30pm
• Ability to complete the first two weeks of training Monday–Friday, 8:30am–5:00pm
Benefits:
• Ongoing world-class training and proven career paths
• Medical coverage with employer contributions covering up to 93% of the premium cost
• Dental and vision options
• 6% company match on 401(k) retirement plan contributions, fully vested and made every pay period
• 3 weeks’ vacation
• 12 holidays
• 8 sick days
• 48 hours of volunteer time annually
• Free AAA membership
• Insurance discounts
• Travel commission refund
• Up to $625 in wellness incentives
• Up to $6,000 in tuition reimbursement
• Annual bonus opportunities
• Additional monthly and/or quarterly incentive compensation for certain roles
• Cameras-on approach during virtual meetings
• Diverse and collaborative workplace culture
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