Dispatch and Battery Program Coordinator (1st Shift)

AAA Club Alliance is seeking a Dispatch and Battery Program Coordinator! This role supports the sales of batteries by pro-actively speaking with members on battery options in advance of roadside service call. This role also educates the member on benefits, options for battery, and cost. This position (Coordinator) is also considered a Senior Level Dispatcher who may assist with other dispatch tasks as needed.  

**​This is a work from home position, candidates must live within our territory in order to be considered: (·Connecticut ·Delaware ·Indiana ·Kansas ·Kentucky ·Maryland ·New Jersey ·Ohio ·Oklahoma ·Pennsylvania ·South Dakota ·Virginia ·Washington, DC ·West Virginia)

Work Schedule: 1st Shift

Hours: 8:00 a.m. to 4:00 p.m. (Sunday, Monday, Tuesday, Wednesday, and Friday)

Days Off: Thursday and Saturday

Why work for AAA Club Alliance?

• Fully remote/work from home.

• Computer equipment provided.

• Almost 4 weeks of Paid Time Off, plus 6 paid company holidays and 2 floating holidays.

• Paid Virtual Training (must be able to attend all training).

• Company-wide Career mobility opportunities

What we can offer you:

• A starting base hourly rate of $16.10 to $30.86/hr.  The base pay range shown is a guideline for compensation and ultimate salary offered will be based on factors such as applicant experience and geographic location. 

• And so much more....review full listing of AAA Club Alliance Benefits.

What you will be doing:

• Performs actions such as calling members, verifying vehicle and issues, quoting battery price from the toolbox, explaining what the BA programs entails and what actions the driver is going to perform.

• Answer incoming phone calls to the battery help desk, which include eligibility for premier battery and warranty coverage.

• Analyzes information contained on service requests to determine the most appropriate method to meet or exceed the Member’s service needs. 

• Makes sound decisions concerning the prioritization of service (e.g., safety concern, weather, traffic) and policy exceptions (e.g., Member not with vehicle, use of agent).  Looks for ways to make reasonable accommodations for Members in “non-traditional” situations. 

• Maintains accurate documentation on the status of each call within the area, manages call progress, and ensures documentation is complete before calls are cleared with proper codes, assuring accurate payments to contractors. 

• Manage the online battery appointments for the Club through contacting members to confirm or make arrangements for future times and/or dates.

• Participates in the resolution of escalated service issues and member complaints.

• Interpret and explain policies to peers and/or members as needed.

• Practice and promote Shared Values amongst peers.

• Delivers extraordinary customer service to AAA Members, RAP customers and contract facility owners/drivers by accurately answering questions while adhering to Club policy. 

• Promotes On-the-Go solutions to Members; demonstrates sales abilities in support of the AAA Mobile Battery Services or other OTG initiative as deemed by the Club. 

• Builds and maintains effective relationships with Independent Contract Network Facilities and drivers without compromising any code of conduct.  As needed, communicates with Supervisors, Dispatch Management, Fleet Management and Territory Managers to resolve problems, achieve service improvements, update information, etc. 

• Other duties as assigned

What we need from you:

• High school diploma or equivalent

• 2+ years of experience in a customer contact role

• 1+ years of experience in fast-paced Dispatch environment

• Active communication skills (oral, written, and listening)

• Ability to explain battery program and options

• Ability to help close sales of batteries

• Proven ability to work in a fast-paced, quickly changing environment

• Ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and make quick and effective decisions

• Effective PC keyboarding skills and ability to utilize PC programs in a Windows-based environment

• Professional phone etiquette

• Strong problem solving, analytical and critical thinking skill