About the Company
The American Automobile Association (AAA) is a federation of motor clubs throughout North America. AAA is a non-profit member service organization with over 60 million members in the United States and Canada. AAA provides services to its members, including roadside assistance, travel, insurance, financial, and automotive-related services.
Job Description
Join the dedicated team at AAA as a Remote Dispatcher / Roadside Assistance Agent. In this vital role, you will be the first point of contact for members in need, providing exceptional service and coordinating critical roadside assistance. This is a 100% remote position, allowing you to make a real difference from the comfort of your home office. You will handle inbound calls, assess member needs, dispatch appropriate service providers, and ensure a smooth resolution to their roadside emergencies. Our ideal candidate is empathetic, solution-oriented, and thrives in a fast-paced environment.
Key Responsibilities
- Receive inbound calls from AAA members requiring roadside assistance.
- Accurately gather information regarding member location, vehicle issues, and safety concerns.
- Determine appropriate service needed (e.g., towing, battery jump, tire change, lockout).
- Dispatch qualified service providers to member locations efficiently and effectively.
- Monitor service progress and provide updates to members as needed.
- Document all interactions and dispatch details in the system with precision.
- Handle escalated situations with professionalism and empathy.
- Adhere to all company policies and procedures.
- Collaborate with team members to ensure seamless service delivery.
Required Skills
- Excellent verbal and written communication skills.
- Strong active listening and problem-solving abilities.
- Proficiency in using computer systems and navigating multiple applications.
- Ability to work independently and manage time effectively in a remote setting.
- High level of empathy and customer service orientation.
- Ability to remain calm and focused under pressure.
- Reliable internet connection and a quiet home office environment.
- Basic geographical knowledge of service areas.
- Previous experience in a call center or customer service role.
Preferred Qualifications
- Prior experience in dispatching, logistics, or roadside assistance.
- Familiarity with AAA services and membership benefits.
- Experience with CRM software and dispatching platforms.
- Bilingual skills (especially Spanish) are a plus.
- High School Diploma or GED required; some college preferred.
Perks & Benefits
- Comprehensive medical, dental, and vision insurance.
- 401(k) retirement plan with company match.
- Paid time off (vacation, sick leave, holidays).
- Employee assistance program.
- Discounted AAA membership.
- Opportunities for career growth and professional development.
- Work from home flexibility.
- Life and disability insurance.
How to Apply
If you are interested in this position, please click the "Apply Now" button below. To ensure your application is properly considered, please prepare the following:
- An up-to-date Resume or CV
- A brief cover letter summarizing your experience and motivation
Applications are reviewed on a rolling basis. Only shortlisted candidates will be contacted for an interview.
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