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. Job TypeFull time Exempt/Non ExemptHourlyJob Description Location Details Hudsonville, MIPosition SummaryAs 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:
RequiredHigh 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:- OverviewACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).Compensation
- Hourly rates starting at $XX 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 & LeavePaid 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 $5,250 annually; 80% covered by ACG).Professional certification support with 100% reimbursement for eligible programs. Opportunities for career development and advancement.
Additional Perks:
Complimentary AAA membership with roadside assistance and travel discounts.
Adoption assistance program.
This position is open and accepting applications on an ongoing basis and may close at any time once a qualified candidate pool is identified.
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 hiring a highly skilled workforce, AAA continues to build upon its heritage of providing quality service and helping our members enjoy life's journey through insurance, travel, financial services, and roadside assistance. And when you join our team, one of the first things you'll notice is that same, whole-hearted, enthusiastic advocacy for each other. We have positions available for every walk of life! AAA prides itself on creating an inclusive and welcoming environment of diverse backgrounds, experiences, and viewpoints, realizing our differences make us stronger. To learn more about AAA The Auto Club Group visit www.aaa.comImportant NoteACG's Compensation philosophy is to provide a market-competitive structure of fair, equitable and performance-based pay to attract and retain excellent talent that will enable ACG to meet its short and long-term goals. ACG utilizes a geographic pay differential as part of the base salary compensation program. Pay ranges outlined in this posting are based on the various ranges within the geographic areas which ACG operates. Salary at time of offer is determined based on these and other factors as associated with the job and job level. The above statements describe the principal and essential functions, but not all functions that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfill these requirements. The Auto Club Group, and all its affiliated companies, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, disability or protected veteran status. Regular and reliable attendance is essential for the function of this job. AAA The Auto Club Group is committed to providing a safe workplace. Every applicant offered employment within The Auto Club Group will be required to consent to a background and drug screen based on the requirements of the position.
