AAA Hoosier Motor Club

Dispatcher

US-IN-Indianapolis
4 weeks ago
Job ID
2017-1524
3750 Guion Road
Category
Customer Service/Support - All Openings

Overview

 

To perform dispatching duties in a prompt and professional manner ensuring that each and every member is totally satisfied.

Responsibilities

 

 

Duties and Responsibilities:

 A.  Dispatching duties include, but are not limited to:

  1. Learn to effectively receive and process member’s and Roadside Assistance Program service requests;
  2. Learn to route all service requests to service facilities by available dispatching methods including: radio, digital, telephone and remote dispatch or fax;
  3. Learn how to select and control movement of service vehicles incorporating departmental standards and goals;
  4. Learn to demonstrate working knowledge of the computer system and necessary technology;
  5. Apply knowledge of ERS policies and procedures to every member situation; and document all actions taken for each call received and dispatched including ETAs, updating members on call status, etc. regularly maintaining appropriate records;
  6. Communicates all deviations and problems to troubleshooter/lead/supervisor;
  7. Performs dispatching of multiple queues quickly and completely;
  8. Apply a detailed knowledge of ERS service policies and procedures to every member situation;
  9. Prepares routine reports regarding provided services to management as needed;
  10. Provides support to management team with implementation of changes, on-the-job training and ensuring the accuracy of services provided;
  11. Meet established response time goals to obtain an average response of less than 30 minutes;
  12. Establish and maintain positive communications and professional demeanor with members, employees, drivers, management and AAA service facilities;
  13. Maintain a flexible calendar including nights, weekends or holidays for scheduling purposes and keep an acceptable record of punctuality and attendance;
  14. Expectation is when a dispatcher is needed to they will serve in a Quality Assurance role. This includes but is not limited to calling members and documenting their experiences and expectations. The standard expectations for the QA process are 12 calls per hour minimum for each hour worked.

B.  Perform other duties as requested by management.

Qualifications

 

Education and/or Experience Requirements:

 

High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience. Knowledge of Communication Center and Dispatcher functions preferred.

 

Skill Requirements:

 

 Language Skills -   Must possess the ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Supervisors must have the capability to write routine reports and correspondence. The ability to speak effectively before groups of customers or employees of organization is a required skill set.

 

Mathematical Skills – Ability to add, subtract, multiply and divide in all units of measure, using whole numbers, common fractions and decimals. Possess the ability to compute rate, ratio and percentage and to draw and interpret graphs.

 

Organized - Possessing the trait of being organized or following a systematic method of performing a task.

 

Problem Solving - Ability to identify and resolve practical problems in a timely manner. Ability to gather and analyze information skillfully.

 

Reliability - ability of the individual to be dependable and trustworthy.

 

Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others’ views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; possesses ability to build morale and group commitments to reach goals and objectives

 

Working Under Pressure - Ability to complete assigned tasks under stressful situations.

 

Accuracy - Ability to perform work accurately and thoroughly

 

Active Listening - Ability to actively attend to, convey, and understand the comments and questions of others.

 

 

Physical Effort:

  1. Typically sitting at a desk or table
  2. Intermittently sitting, standing and stopping
  3. Required to talk and hear
  4. Frequently lift up to 25 lbs.
  5. Specific vision abilities required by this job include close vision and distance vision.

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