Specialist, Dispatch Operations
AAA Mid-Atlantic - Newark, DE

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Competencies: Customer Service

PURPOSE:

To coordinate the allocation of assigned resources to deliver roadside assistance to AAA Members and our special clients such as the MRAP programs. To monitor various technology systems; i.e. D2000, AVL, AAA Mapping System, D2ME, DDS, and the remote users to ensure proper functionality and routing of service and tow vehicles.

To evaluate service response times and facility workload to make decisions and take action to reallocate resources as needed to ensure a “Totally Satisfied” Member Service experience. To ensure that Roadside Assistance delivers service and maximizes On-the-Go opportunities to meet/exceed Member First goals and AAA National Quality Standards.

This position is considered Emergency Personnel, which means that in inclement weather and other types of emergencies, associates are to report to work as normal, whether to a AAA work location, or via remote access, at the discretion of management.

ESSENTIAL FUNCTIONS :

Allocation and management of resources : 60%

Utilizes D2000, a Windows based PC application, receives Roadside Assistance request information from the Roadside Assistance Call Center, ERS Online system, dedicated police hotlines or the RAP program servers to coordinate Roadside Assistance requests on behalf of the Members.

Analyzes service request information – makes decisions and takes the necessary actions – to determine the most appropriate delivery methods to meet or exceed the Member’s service needs.

Ability to utilize mapping software to determine locations and geo code calls based on information and spot to appropriate contractor/territory.

Manages assigned calls to facilities/trucks using a variety of communication channels (i.e.; telephones, Nextel direct connect, variety of digital in truck technology units, etc.). Communicates all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers.

Demonstrates understanding of assigned service area with the knowledge of the contractor network and geographic territories; partners with assigned Territory/Fleet Manager to develop rapport and more detailed understanding of service area.

Manages resources to meet/exceed productivity goals for call volume, battery sales, and cost per call.

Utilizes D2000 and support systems, 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.

Handles inbound telephone volume from Members, RACC agents, Contractor Network and Fleet, while effectively monitoring/managing calls and service vehicles.

Problem Resolution/Troubleshooting : 40%

Able to multi task; can work in an Emergency Service, fast-paced, quickly changing environment where the ability to effectively handle multiple situations simultaneously, remain professional and productive under pressure, and make quick and effective decisions are keys to success.

Makes independent, sound decisions concerning the prioritization of service based on safety concerns, weather, traffic and policy exceptions. Identifies ways to make reasonable accommodations for Members in “non-traditional” situations.

Reviews same day service opportunities, based on Automotive knowledge, volume, etc. ; looks for opportunities to “Totally Satisfy” Members by setting up service appointments, OTG , Battery testing & sales, long tow arrangements, etc.

Communicates information regarding technology units to drivers and peers, for example, instructing a driver on how to use the functionality of a unit – such as signing off unit, clearing calls, entering mileage, etc.

Resolves escalated Member complaints, both real time and historical; completed Member Relations training.

Negotiates and collaborates with Members, Roadside Assistance Independent Contractors, Club Fleet and various business units to deliver “Best in Class” service.

Partners and communicates effectively (oral, written, and listening) to enable accurate completion of assignments and constructive interaction with others.

Effectively partners /collaborates with Fleet, Contractor Station Network, RACC, and Member Relations to resolve real time service concerns and historical situations relative to Service Delivery.

Partners with Territory Managers and Fleet management groups to schedule and position trucks as volume/business need dictates.

Manages the status of each Member Service request to ensure that Service will arrive within the PTA (Promised Time of Arrival) and if that is not possible, independently initiates action to expedite service.

Effectively handles inbound Member call volume regarding requests for information relative to service updates, repair facilities, Membership benefits/coverage, etc.

Satisfactorily resolves Member and Contractor Network concerns real time, i.e. escalated Member concerns, as well as recording and communicating compliments via support systems (email, CTS, RIC).

Job Requirements
Ability to respond to Member inquiries and interact with all levels of individuals at a level normally acquired through the completion of a high school diploma, and two (2) years of experience in a customer contact role.

Detailed, proven knowledge and ability to distribute appropriate resources to Member service requests via online Mapping, D2000 Truckload, etc.; makes sound business decisions regarding Member service with this knowledge, keeping “Total Satisfaction” in mind.

Demonstrates an understanding of Battery Service relative to product information, testing procedures, warranty information and process, etc.; easily communicates this knowledge/information to peers, Drivers and Members alike. Independently makes business decisions regarding battery warranty calls for the Contractor Network and Fleet groups.

Proven performer who consistently meets departmental and Automotive Services goals.

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AAA Mid-Atlantic is a not-for-profit organization dedicated to providing peace of mind, value and superior service through innovation and in...