Fleet Dispatcher - ( 210002LM )
Description
Primary Duties and Responsibilities (details of the basic job functions):
Dispatches calls for emergency roadside assistance to members and/or club fleet personnel via radio, telephone or electronically in accordance with established guidelines. Receives and manages calls relate to emergency and/or commercial road service utilizing a computer aided call processing system. Performs geographical location spotting, map reading and provides detailed instructions to Fleet Service or contracted personnel in determining member/customer location. Monitors dispatched calls and takes action to resolve and correct service problems or potential problems. Handles driver/customer escalations in accordance with established procedures. Provides explanations to customers, as needed. Reports and documents any service issues. Closes service request using company electronic dispatching system in a timely manner. Accepts payment from members/customers as appropriate. Reconciles and resolves rudimentary payment issues. Maintains related records and files. Assists coworkers and less-tenured dispatchers as necessary.
Supervisory Responsibilities (briefly describe, if applicable, or indicate None):
none
Required Qualifications (these are the minimum requirements to qualify)
Education (include minimum education and any licensing/certifications):
Possession of high school diploma or equivalent (GED)
Experience:
accurately inputting information into various fields using a P.C. keyboard
navigating through a P.C. and/or automated processing system
performing basic mathematical calculations including addition, subtraction, percentages, etc.
analyzing and resolving customer service problems
preparing written communications (e.g. responding to customer inquiries)
Knowledge and Skills:
A basic concept of geography and basic direction skills are required.
telephone etiquette
communicate effectively with others over the telephone or in person
demonstrate effective listening skills
manage and direct service call volume
read maps and use travel related tools (i.e. GPS)
successfully complete customer care training
work in a call center environment
act as a liaison between fleet personnel, members, customers, and call center personnel
successfully identify and resolve customer service/fleet issues
work under minimal supervision
adhere to customer service standards
represent the Auto Club Group in a positive and professional manner
effectively manage ETAs (Estimated Time of Arrivals) to ensure the provision of timely customer service
work in a fast-paced environment
maintain accurate records
Qualifications
Preferred Qualifications
Knowledge of policies and procedures (service benefits) relative to emergency road service.
Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)
Dispatching calls
A call center environment
Work Environment
Works in a temperature-controlled office environment. Irregular hours in a 24 x operations.
Important Note:
The above statements describe the principle and essential functions, but not all functions, that may be inherent in the job. This job requires the ability to perform duties contained in the job description for this position, including, but not limited to, the above requirements. Reasonable accommodations will be made for otherwise qualified applicants, as needed, to enable them to fulfil these requirements.
Primary Location : United States-MI-Hudsonville
Work Locations :
MI-Grand Rapids Fleet Fac Mgt
49426
Job : Automotive Service/Repair
Organization : Fleet
Schedule : Full-time
Employee Status : Regular
Job Type : Regular
Job Level : Individual Contributor
Job Posting : Nov 18, 2021, 10:37:09 AM
Req ID: 210002LM