Dispatcher Position Available In Erie, New York

Description At AAA Western and Central New York, our Associates are committed to providing our members with a totally satisfying experience. Therefore, we seek Associates who are dedicated to this purpose, people who truly demonstrate compassion, empathy and unsurpassed service. These are the people that help us create a loyal membership base that strengthens our mission—to be our members’ most trusted provider of high quality automotive, travel, insurance and other relevant products and services that offer safety, security, peace of mind, value and convenience. AAA Western and Central New York is regularly recognized as one of the best & healthiest places to work in the

WNY & CNY

area. In addition to a market competitive salary, Associates are eligible for a wide selection of benefits (dependent upon position) including: + Medical, Dental, Life and AD&D Insurance + Flexible work schedules + Pre-Tax & Roth 401(k) plan with company match + Health Spending Accounts with company contribution & Flexible Spending Accounts + Company Paid Short-term & Long-term disability + Paid time off + Tuition reimbursement & company-paid training programs + FREE AAA membership & travel / product discounts + Paid Volunteer Time Off 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. Job Specific Requirements + Working knowledge of computer software and ability to effectively navigate multiple systems. + Familiarity of the Club geographic coverage area. + Ability to read and interpret instructions, maps and manuals. + Strong problem solving and decision-making skills. + Ability to effectively work under pressure. + Must be available to work a flexible schedule including overtime required to meet business needs. Physical Requirements + Ability to perform routine office tasks that includes operating a computer for long periods of time, sitting, filing and communicating on the phone + Must be able to lift, carry, push, pull a maximum of 25 lbs Starting pay: $21.10 per hour Qualifications Education Required + High School or better Experience Required + Customer service and/or sales experience. Equal Opportunity Employer This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.