SERVICE COORDINATOR

WHAT YOU’LL DO:

This role is responsible for providing customer service to members, including resolving complex service issues that arise during Third Shift hours (overnight). Shifts typically work between 11pm - 7am. 

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 contractor 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, in order to field various types of calls (membership, ERS, Contractor, eHelp, 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:

• None

MINIMUM QUALIFICATIONS:

• High School diploma or GED

• 2+ years’ experience in dispatch or customer service field

KNOWLEDGE, SKILLS, ABILITIES:

• Competent in Microsoft Office, dispatching systems, and navigating the internet.

• Ability to understand the Washington state road systems and read maps.

• Knowledgeable 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.

• Skilled in establishing rapport and gaining the trust of others.

SALARY: 

• Hiring Range: $23.05 – $27.07 per hour

• Full Pay Band for the Role: $23.05 – $31.14 per hour

Actual pay will be based on factors such as experience, skills, and internal equity

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. This position will require occasionally moving about inside the office to access equipment, cabinets, etc. May work around office equipment which could be noisy, such as copiers and fax machines.

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.