Customer Service Rep/Dispatcher
Job Description

AAA Allied Group, Inc. has immediate full-time positions available for qualified Customer Service Representatives to join our Member Services department in downtown Cincinnati.  AAA's Customer Service Representatives play a crucial role in providing AAA members with the emergency road service needed! 

Scheduled Hours: A variety of shifts and schedules are available.  The Member Services department is open 24/7/365.  Shift differentials do apply.

Specific responsibilities are as follows:

  • Dispatches service requests in a timely manner to appropriate AAA stations and drivers using a variety of communication channels. Ex: radio, telephone, computer, fax and pager.
  • Relays and updates drivers with all pertinent information needed to complete the service request for the member.
  • Responsible for spotting the exact location of the call when it cannot be auto spotted in the computer.
  • Enters ETA on 100% of all calls.
  • Prioritizes incoming service requests from AAA members based on various criteria (safety, weather, traffic, etc.) to ensure police and other emergency calls are handled within established time frames.
  • Monitors call progression and ensures documentation is complete before calls are cleared.
  • Enters call clear information (ETA, service type, mileage, selects, vin numbers, etc.) in the computer immediately upon receipt.
  • Answers incoming calls promptly and efficiently from members requesting emergency road service as needed during high volume periods.
  • Participates in the resolution of problem calls and member complaints.
  • Actively promotes and sells all AAA services/products including memberships (new, renewal & upgrades).


Job Requirements

Qualified applicants will possess the following characteristics and skills:


  • Friendly, outgoing, enjoy helping people!
  • Ability to maintain composure and professionalism in a high-volume, sometimes stressful environment.
  • Must be articulate.
  • Must have excellent communication skills - listening, speaking and written communication is required to be successful with this job!
  • Working knowledge of computer – includes basic typing, at least 25 wpm, and ability to navigate in Windows based programs.
  • Prior Call Center or Dispatch experience a plus, although not required.
  • Prior Customer Service experience is required!
  • Excellent time management skills and the ability to prioritize.
  • Knowledge of the Tri-State area helpful.  

 

AAA offers all full time employees a robust and competitive benefits package.  Medical/dental/life are optional and partially employer paid, STD/LTD and term life insurance are complimentary!  AAA offers an incredible 401k retirement plan with a 100% employer match up to 6% of gross!  Wow!  Paid Time Off, free AAA Plus Membership for two, Employer Assistance Program, discounted auto and home insurance rates, discounted attraction tickets (just in time for summer at Kings Island!), and more!

Join our growing team now! 


EOE


Company Overview

For over 100 years, we have been serving you and other AAA members on the road and around the world. Today, we offer our extensive services to you on the internet. Now, more than ever, AAA is able to help you around the clock with all your Cars & Driving, Travel, Insurance, Banking and Loan needs. As an AAA member, you've joined over 50 million people across the U.S. and Canada who enjoy special services, valuable savings, and priceless security.

AAA is a strong and vibrant member services organization. While continuing to provide many of the legendary automotive, travel, insurance, and financial products/services which made life easier for millions of AAA members over the past 100 years, AAA is striding forward into the 21st Century and beyond with new and exciting innovations. Its reputation, stability, growing membership base, and expanding complement of dedicated professionals combine to make AAA the new "employer of choice." We also provide an excellent benefit package for our associates.