Service Coordinator AAA Washington - 3.2 Bellevue, WA Job Details Full-time $23.05 - $27.07 an hour 15 hours ago Benefits Free parking Wellness program Commuter assistance Paid holidays Disability insurance Health insurance Dental insurance Flexible spending account Paid time off Work from home Vision insurance 401(k) matching Volunteer time off Qualifications Employee relationship building High school diploma or GED Full Job Description At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. For over 120 years we have provided our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply.

SERVICE COORDINATOR WHAT YOU'LL DO

This role is responsible for providing customer service and technical assistance to resolve customer needs. Additionally, this role is responsible for dispatching and resolving complex service issues during Third Shift (overnight) hours.

WHO WE ARE

At AAA Washington, we equip our members with trusted service and expertise to confidently travel through life. We provide our members with best-in-class roadside assistance, discounts and rewards, travel services and insurance. For nearly 120 years, we've served our members, not shareholders, so our growth supports innovation for the Club today and for the future. Seeking to reflect the communities we serve and create an inclusive culture, we encourage employees to bring their full self to work and support applicants from all backgrounds, abilities and walks of life to apply

WHY YOU'LL LOVE WORKING AT AAA WASHINGTON

You'll play an important role in bringing AAA Washington's spirit of service and peace of mind to our membership. Consistently ranked as one of the Best Places to Work by Puget Sound Business Journal, we aim for work-life balance across the organization. We support hybrid and remote work options for many positions based in our corporate office (Bellevue, Washington) along with some of the best benefits in the region!

ESSENTIAL DUTIES/RESPONSIBILITIES

Responsible for identifying and resolving complex or escalated customer inquiries. Utilize customer service and dispatch standards, exercising discretion, when necessary, to meet volume expectations. Maximize customer service delivery by prioritizing workload and monitoring outstanding dispatch calls to ensure the most efficient and effective use of all contractors and fleet resources. Oversee the service request to completion, including updating members throughout the call, collaborating with the contractor for troubleshooting, status updates, assigning trouble codes, and call information. Provide customer service on multiple channels, including voice and email, to field various types of calls (membership, ERS, Contractor, etc.) Ensure accuracy on emergency road service calls to facilitate the correct equipment being dispatched to assist members and that calls are being coded and closed accurately. Perform business retention activities, including educating customers and members on product and service offerings. Submit coaching opportunities for CSR's and Dispatchers and service reports for contractors. Contributes to a positive team dynamic through respectful interactions, positive contributions, and active collaboration to achieve department and organizational goals. Incorporates AAA's vision, mission and values in day-to-day activities and behaviors; guides and motivates others to remain committed to AAA's vision mission and values.

SUPERVISORY RESPONSIBILITIES

This job does not have supervisory responsibility.

MINIMUM QUALIFICATIONS

High school diploma or GED 2+ years' experience in dispatch or customer service field

PREFERRED QUALIFICATIONS

CERTIFICATES, LICENSES, REGISTRATIONS:

None

KNOWLEDGE, SKILLS, ABILITIES

Competent in Microsoft Office, dispatching systems, and navigating the internet. Ability to understand the Washington state road systems and read maps. Knowledge of de-escalation techniques, such as empathy and compassion, to meet the needs of members in times of stress. Ability to adjust style and approach to suit situations that involve rapidly changing tasks, shifting priorities, and simultaneous demands. Ability to communicate clearly and professionally both verbally and in writing, including effective use of listening skills. Skilled in working independently, prioritizing assignments, and following through on assignments with minimal direction. Ability to make timely and sound decisions and convey the necessary authority and confidence in all interactions. Skilled in handling urgent situations professionally and willing to take extra measures when solving problems. Ability to establish and maintain cooperative working relationships. Ability to manage multiple communication channels simultaneously, including phone and text messaging.

SALARY:

Hiring Range:

$23.05 - $27.07 hourly

BENEFITS WE OFFER

Health insurance (medical, vision, dental and prescription drug) Up to 22 days of Paid Time Off (PTO) in the first year Eleven paid holidays in addition to PTO 401(k) with Employer Match Life, Short-Term Disability and Long-Term Disability insurance Flexible Spending Accounts 4 Hours of Volunteer Time Off per year On-Demand Pay / Earned Wage Access Free Premier RV AAA Washington Membership Travel, Insurance, and Membership Discounts and Perks Paid, on-going training throughout your career THRIVE wellness program Tax-advantaged commuter benefit Free parking Financial Literacy Education

WORK ENVIRONMENT & PHYSICAL DEMANDS

Work from home The physical environment is typical of a standard office space. It requires the employee to work inside for the duration of work. Must be able to remain in a stationary position, sitting for more than 50% of the time.

OTHER:

Equipment used: Computer and proprietary dispatch technologies

Travel:

Rarely Travel To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required.

DISCLAIMER

Position/Job characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. AAA Washington is an equal opportunity employer. We are committed to providing reasonable accommodations to individuals with disabilities and ensuring an inclusive hiring process.