Dispatcher

Must Reside in the Buffalo/Western New York Region

Schedule Availability

• Availability to work an 8-hour shift between the hours of 2:30PM –11:00PM. Schedule will include both weekend days (Saturday and Sunday) with two consecutive days off during the week determined by business need. 
• Shift Differential: 2.5% for hours worked between 8p - 12a, 5% for hours worked between 12a - 6a.

Compensation

• Starting Pay Rate: $21.10/hr

Benefits

Associates are eligible for a wide selection of benefits (dependent upon position) including:

• Medical Insurance
• Health Spending Account (HSA) with company match
• Paid Time Off
• Pre-Tax & Roth 401(k) plan with company match
• Flexible Scheduling & Remote Work Opportunity
• Dental and Vision Insurance
• Life and AD&D Insurance
• Tuition reimbursement & company-paid training programs
• FREE AAA membership & travel / product discounts
• Company Paid Short-term & Long-term disability
• Paid Volunteer Time Off 
• Flexible Spending Accounts
• Tuition reimbursement & company-paid training programs

Job Responsibilities

• 35% Member Satisfaction: Demonstrate knowledge of AAA products and services to ensure quality service delivery to members and business partners. Anticipate member and business partner needs and act to meet those needs even before requirements are stated. Take personal responsibility for follow through to ensure member and business partner concerns are solved.  Demonstrate tact and patience when dealing with demanding members and business partners during escalated calls. Ensure "Keeping Members Informed" (KMI) and "Satisfaction With Response Time" metrics consistently meet or exceed outlined departmental standards.
• 20% Operational Excellence: Follow required processes and workflow on every service request. Find information in an efficient manner when needed. Exhibit a high level of working knowledge regarding Emergency Road Service (ERS) & display proficiency in the working application of such knowledge. Process all information available and determine appropriate type of service and facility needed to handle the call. Remain knowledgeable & compliant on established departmental policies & protocols, including but not limited to: Call Off & PTO Requests, "Ready To Work", & other established workflows.
• 15% Adherence: Consistently meet or exceed outlined department standards related to schedule adherence, training/project times, break/lunch times, etc.. Ensure established policies & protocols are followed, including but not limited to: usage of correct "off queue" codes, timeliness of returning to queue, & availability while on shift.
• 15% Quality: Verify all critical information with Members and business partners to ensure complete understanding by both parties. Respond accurately & effectively while receiving information via various communication channels. Consistently meet or exceed related outlined departmental standards.
• 15% Responsiveness: Ensure all Member and business partner communications are accepted & responded to in an efficient & timely manner. Consistently meet or exceed related outlined departmental standards.