General Position Description

Under the supervision of the Dispatch Program Manager, the Dispatch Core 1 and Core 2 Agents, is responsible for processing inbound and outbound calls to the point of resolution, including customer service assistance, inquiries, and complaints. They will provide the highest quality service while ensuring that the caller’s needs are met.

Dispatch Resolution Representative will focus on meeting monthly goals in NPS, CPE, AHT, QWT and more.

Work Location and Schedule

Location: Mesa, AZ and Irving, TX

Work Week: 40+ hours, including at least 1 weekend day.

Job Type: Full-Time

COMPENSATION: $16.00 per hour base pay.

• Eligible for bonus incentives based on performance metrics upon completion of training(s) & passing all exams.

(Average Dispatch Agent compensation after incentives is up to $19 per hour or more)

BENEFITS:

• Medical, dental, vision, disability, FSAs, and life insurance
• Paid Time Off and paid holidays
• 401K
• Pet Insurance
• 5-day work week
• Employee Assistance Program
• Training and Development Programs
• Legal Coverage
• Identity Theft Protection
• Referral Program
• And so much more…

Responsibilities and Duties: Responsibilities include, but are not limited to:

• Provide roadside assistance to customers.
• Working Dispatches for Core 1 (Light Duty) and Core 2 (Medium and High Duty).
• Answer Member and Vendor Call Backs.
• Work Digital Dispatches.
• Dispatching Mobile Dispatching
• Work White Glove and Manual Closed Loop as needed.
• Troubleshooting and resolving problems encountered by customers.
• Educate and explain membership benefits and coverage.
• Keep current on all benefit/training information.
• Keep current all company and departmental policies and procedures.
• Maintaining or exceeding minimum requirements of the CSR Standards of Measurements.
• Adhere to all company and department policies.
• Log into network and e-mail and adhere to equipment policies.
• Maintain acceptable levels of performance to include but not limited to attendance, adherence, fulfillment, and all other productivity and efficiency targets and objectives.
• Support safety and ergonomic standards.
• Acknowledging employee’s birthdays and anniversaries.
• Support your fellow teammates.
• Adhere to our Core Values.
• Other duties as assigned.

Requirements:

• Minimum 6- months Customer Service Dispatching skills.
• Excellent Customer Service Skills.
• Good verbal / written communication skills.
• Good analytical and problem-solving skills.
• Computer/keyboard experience and Internet knowledge.
• Ability to function in a team environment.
• Ability to think outside of the box.
• Mapping with Bing or Google maps and searching skills.
• Ability to work varied shifts and varied days off as needed.

Education

High School Diploma or Equivalent