Lead Dispatch Specialist -Central Pennsylvania - Remote

Job Purpose Summary:

The primary role of the Lead Dispatch Specialist is to lead the team of Dispatch Specialists with receiving and handling member requests for Roadside Assistance and coordinate services with AAA Central Penn’s extensive contractor network. This role assists the Road Services Supervisor and Road Service Manager in the daily operations of the department.

This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions.

This a remote position in Central Pennsylvania. This position may require attendance at meetings and trainings at the office in Harrisburg, PA.

Essential Functions:

• Leads and assists the team, serving as a mentor and role model, demonstrating AAACP’s “one-call resolution” philosophy.
• Guides the team to achieve goals; answers questions and provides training to new employees.
• Monitors daily activity using the Club’s business management systems; ensures that metric reports are updated daily, and transaction records are completed properly.
• Monitors the queues, alerting the supervisor when service levels are below normal, and ensures AAACP’s resources are used efficiently and effectively.
• Manage the complete roadside assistance experience, providing necessary follow-up and feedback while handling requests with empathy and a sense of urgency.
• Dispatches requests to contractors including an explanation of the situation, vehicle problem, location, and other pertinent details.
• Prioritize requests based on various criteria (safety, expedience, weather, traffic, etc.) maximizing the effectiveness and ensuring safety is the highest priority; handle emergency situations appropriately following established procedures.
• Accurately and appropriately gather, document, and communicate information clearly and concisely.

• Keep the customers updated and informed about transaction-related developments or changes.

• Adhere to the Roadside Assistance Program (RAP) rules and requirements.

• Cultivate strong relationships within our extensive contractor network to ensure prompt and reliable assistance to our members, ensuring that our contractors consistently meet AAA Central Penn’s high standards.

• Meet performance metrics, service, and sales goals; accept coaching and instructions from management.
• Other duties as assigned.

Knowledge, Skills and Abilities:

• High school diploma or equivalent.
• Previous dispatching or call center experience preferred.
• Previous supervisory experience preferred.
• Superior active listening skills with the ability to interpret and process verbal information, ask probing questions, ensure that all key information is accurately obtained.
• Ability to quickly adapt to changes in a fast-paced work environment.
• Ability to communicate through multiple channels, including phone, email, and live agent chat.
• Possesses technical aptitude with the ability to utilize multiple computer systems simultaneously.
• Ability to detect issues, identify alternatives, and make logical decisions to deliver an exceptional customer experience.
• This is a remote-work position and internet connectivity is required.

Physical Demands:

While performing the duties of this job, the employee is required to: sit at a work station for 4-8 hours at a time; regularly required to walk, sit, use hands to finger, handle, or feel; reach with hands and arms; use hands and fingers to type on a computer keyboard and scroll a mouse; talk and hear; wear a headset to listen and speak on the telephone systems; climb, balance, stoop, kneel, crouch, or crawl; occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, and ability to adjust focus.

Work Environment:

This is a remote-work position but occasional travel to the office for training and/or meetings may be required.

Physical Demands:

While performing the duties of this job, the employee is required to: sit at a work station for 4-8 hours at a time; regularly required to walk, sit, use hands to finger, handle, or feel; reach with hands and arms; use hands and fingers to type on a computer keyboard and scroll a mouse; talk and hear; wear a headset to listen and speak on the telephone systems; climb, balance, stoop, kneel, crouch, or crawl; occasionally lift and/or move up to 50 pounds. Specific vision abilities include close vision, distance vision, and ability to adjust focus.

Work Environment:

This is a remote-work position but occasional travel to the office for training and/or meetings will be required.

About AAA of Central Pennsylvania

For over 100 years the name AAA has been synonymous with exceptional service. Whether it be roadside assistance, travel, financial products, or insurance nationally we have over 60 million members who appreciate the value and peace of mind that our services provide. Come join our team and be a part of the AAA legacy!

Selected candidate will be required to successfully complete pre-employment assessments, a criminal background check and drug screen.

Work Culture

Here at AAA Central Penn, we value our sense of community which is evident in the events planned throughout the year. We value diversity and create an environment where everyone can be their true selves and every voice matters.

AAA Cares: AAA Central Penn has a proud tradition of supporting local non-profit organizations that have a positive community impact. In fact, commitment to community is one of our core values that guide our efforts to meet the needs of members and the communities we serve. AAA Cares promotes volunteerism and rewards team members volunteer activity. The initiative is team member-driven, team-spirited, and solidly supported by AAA Central Penn leadership.

Flexible work culture: Our mission is “We exist for our members and will judge everything we do by how well it serves their needs”. So yeah, we work hard. We also work hard to create an open, collaborative, and flexible culture.

Employee Engagement Activities: We love what we do and we’re proud of our team. We recognize birthdays and employee anniversaries. We also have quarterly and annual recognition events, contests and trivia, an annual company-wide event, and many other opportunities to share our appreciation and have FUN at work! Not only is this company-wide, but individual departments and offices as well. We also have opportunities to be involved with various committees that focus on topics like employee safety, wellness, and engagement.

AAA Central Penn is proud to be an equal-opportunity employer: EOE/M/F/D/V

DISCLAIMER

This position description is intended to describe the level of work required of the person performing the job and the physical requirements normal to the position. Essential functions are outlined; other duties may be assigned as needs arise or as required to support the essential function.

This description is not intended as a contract and is subject to change and revision.