Dispatcher II

This role is dedicated to ensuring AAA members are sent the necessary resources to be rescued from their roadside emergency in a timely manner.  This position involves managing service requests, coordinating with service facilities, and maintaining communication with various stakeholders. The ideal candidate is adaptable, detail-oriented, a problem solver, and committed to providing exceptional customer service.

Schedule: 12:30pm-11pm Fri-Mon (4 days a week, 10 hour days)

Compensation: $23.50/hr. plus shift differential

DUTIES AND RESPONSIBILITIES:

• Responds to telephone inquiries from members and the general public regarding all member related services, including ERS call receiving, membership records inquiries, and general AAA Minneapolis information.
• Provides service following AAA Minneapolis guidelines that provides our members with a totally satisfied member experience.
• Promptly relays service requests and continuously monitors call activity with contract facilities and our internal Fleet, City Lakes Roadside, (via web based 2-way radio, telephone, instant message) to ensure delivery of timely and efficient emergency roadside service Ensures correct procedures (i.e. radio communications, re-routing calls, member communication, documentation, etc.) are followed
• Assigns calls to City Lakes Roadside and its drivers using knowledge of drivers’ skills and members’ needs
• Determines when it is appropriate to move calls away from City Lakes Roadside based on established business rules
• Educate customers on same-day roadside service products outside of traditional membership benefits to meet a variety of needs.
• Communicates service delays or other issues involving service delivery with members in a professional and timely manner.
• Escalates challenges that cannot be independently resolved to a lead team member or Supervisor
• Performs departmental tasks and/or projects of a varying nature to meet changing workload requirements

SUPERVISORY RESPONSIBILITIES:

•     This job has no supervisory responsibilities.

QUALIFICATIONS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION and/or EXPERIENCE:

• High School diploma or equivalent
• Minimum of 3 months AAA experience required
• Minimum one year of call center or customer service experience required (call center preferred)
• Previous Dispatch experience preferred

OTHER REQUIREMENTS:

• Proficiency with Microsoft Suite, including Microsoft Outlook and Teams
• Strong verbal and written communication skills
• Ability to identify and resolve problems in a timely manner.
• Proficient in use of internet and web-based technologies
• Ability to navigate multiple applications while speaking with customers

COMPETENCIES:

• Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
• Judgement - Displays willingness to make decisions; Exhibits sound and accurate judgment; Supports and explains reasoning for decisions; Includes appropriate people in decision-making process; Makes timely decisions.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; Listens and gets clarification; Responds well to questions; Demonstrates group presentation skills; Participates in meetings.
• Problem Solving - Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Works well in group problem solving situations; Uses reason even when dealing with emotional topics.
• Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.

PHYSICAL DEMANDS AND WORK ENVIRONMENT:

• Heavy use of an office computer for completing work.
• Use of web based 2-way radio, telephone, and instant message for communicating with contract facilities, members, and internal business partners
• May occasionally be required to stand 
• While performing the duties of this job, the noise level in the work environment is usually moderate.
• The employee must occasionally lift and/or move more than 5 pounds.
• Must meet the work from home requirements, and may be required to work onsite on occasion.