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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