Dispatcher – 2nd Shift

This is a fully remote position, open to applicants in Connecticut, +4 more states.

📋 Description

• Process information received regarding service requests and dispatch calls utilizing radio, telephone, digital/computer data links, fax, AVL, and various other communication methods.

• Allocate service resources effectively to satisfy member needs and enhance resource utilization.

• Handle road service requests and direct calls to appropriate facilities.

• Convey member situations, vehicle issues, locations, and other relevant details to drivers.

• Execute spotting responsibilities to geographically code calls and aid drivers in finding disabled vehicles.

• Identify the necessary type of service and the most suitable facility based on location, capabilities, equipment, capacity, and urgency.

• Prioritize calls considering safety, weather, traffic, and additional criteria.

• Ensure that police and emergency calls are managed within specified time limits.

• Track ETAs, resource deployment, routing, and call completion; reallocate resources when necessary.

• Monitor computer screens for resource availability and deployment status.

• Communicate with members regarding problem resolution, benefits, additional charges, delays, and AAA/CAA products and services.

• Maintain documentation of call statuses and ensure calls are accurately coded before clearance.

• Interact with drivers and service facilities concerning call statuses and problems.

• Resolve service issues reported by members and drivers.

• Gather data and evaluate facility/driver cooperation and performance.

• Perform Member Service Counselor-AS duties as needed.

• Coordinate Roadside Assistance Program call details with Enterprise, Hertz, Lexus, and other external agencies.

• Gather and document information necessary for RAP road service calls.

• Inform facilities and drivers of RAP call statuses and relevant information.

⛳️ Requirements

• High School Diploma or GED is required.

• 1–3 years of call center experience is mandatory.

• Eligible candidates must reside within the AAA Northeast footprint: RI, MA, CT, NY, or NJ.

• Access to high-speed internet that meets the minimum speed requirements.

• Ability to work from Sunday to Wednesday and Saturday, 3:00 pm–11:30 pm.

• Must be able to complete the initial two weeks of training from Monday to Friday, 8:30 am–5:00 pm.

🏝️ Benefits

• Continuous world-class training and established career paths.

• Medical coverage with employer contributions covering up to 93% of the premium cost.

• Dental and vision plan options available.

• 6% company match on 401(k) retirement plan contributions, fully vested and made with every paycheck.

• Three weeks of vacation.

• Twelve holidays.

• Eight sick days.

• 48 hours of volunteer time annually.

• Complimentary AAA membership.

• Discounts on insurance.

• Travel commission refunds.

• Up to $625 in wellness incentives.

• Up to $6,000 in tuition reimbursement.

• Opportunities for annual bonuses.

• Additional monthly and/or quarterly incentive compensation for specific roles.

• Cameras-on policy during virtual meetings.

• A diverse and collaborative workplace culture.