|
|
|
|
| Employer Name: AAA Mid Atlantic |
SpiderID: 2072255 |
| Location: Hamilton (Mercer County), New Jersey |
Date Posted: 9/26/2007 |
| Wage: |
Category: Dispatcher |
| Job Code: Keyword search: Dispatch |
|
| Number Of Openings: Various |
|
Job Description:
PURPOSE:
The Dispatch Coordinator is accountable for the direction, management and control of assigned resources responsible for the delivery of Roadside Assistance to AAA Members and our special clients such as the MRAP programs. This position analyzes the information that is available from D2000, and selects the most appropriate service vehicle or contractor to handle the Roadside Assistance call. The Dispatch Coordinator monitors various technology systems to ensure proper functionality and routing of service and tow vehicles, and makes decisions to reassign resources as needed. This position interacts with internal staff, independent contract stations and Members in a variety of situations where customer service, problem resolution, multi-tasking, sales and decision making skills are required. The Dispatch Coordinator is accountable to ensure that Roadside Assistance delivers service and maximizes On-the-Go opportunities to meet/exceed Member First goals and AAA National Quality Standards.
ESSENTIAL FUNCTIONS (All Levels):
Dispatching: (35%)
Utilizing 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 place Roadside Assistance requests on behalf of the Members.
Analyzes information contained on service requests to determine the most appropriate method to meet or exceed the Members service needs.
Dispatches calls to facilities/trucks using a variety of communication channels (e.g., telephone, two-way radio/direct connect, digital/computer data link, fax and pager). Relays all pertinent data (Member situation, vehicle problem, location, etc.) to service drivers.
Makes decisions regarding priority level of a call by analyzing information related to safety and hazardous situations, weather conditions, traffic situation, special extenuating circumstances, etc., and takes action to ensure that priority service is delivered. 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.
Utilizing D2000, 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.
Call Management: (35%)
Customer Service & Sales: (25%)
Miscellaneous: (5%)
Job Requirements:
Level I: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.
Effective communication skills (oral, written, and listening) to enable accurate completion of assignments and constructive interaction with others.
Proven ability to work in a 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.
Required to work overtime as necessitated by weather/business conditions, and to work holidays as appropriate.
Effective PC keyboarding skills and ability to utilize PC programs in a Windows-based environment.
Maintains professional phone etiquette.
Ability to read and decipher a map to locate a Member or assist a driver with directions.
Job Criteria:
Start Date: Forming class for Oct/Nov start date TBD
Position Type: Full-Time Permanent
Years of Experience Required: Entry-Level
Education Required: High School
Overnight Travel: None
Vacation Time: Negotiable / Other
Job Benefits:
Health/Dental Benefits, Retirement Benefits, Paid Holidays, Vacations, and Sick Leave, Life and/or Disability Insurance, Tuition Reimbursement, Casual Dress, Company Cafeteria, Other Benefits
Company Profile:
AAA Mid Atlantic Hamilton, NJ
Contact Information:
| Contact Name: Mary Burns |
Company Type: Employer |
| Company: AAA Mid Atlantic |
|
|
|
| City: Hamilton |
|
| State: New Jersey |
|
| Zip: 08691 |
|
Web Site: http://www.aaamidatlantic.jobs
|
|
|
|
|
|
|