Service Coordinator

Service Coordinator – 3rd Shift

Bring your customer service experience to AAA Washington!

SCHEDULE:

This is an overnight shift; the typical daily schedule is 11:00 p.m. to 7:30 a.m.
The training period is 6 weeks and your schedule during training is Monday to Friday from 8:30 a.m. to 5:00 p.m.
Upon completion of training, your overnight schedule on the 3rd shift will start.

MINIMUM QUALIFICATIONS:
• High School diploma or GED
• 2+ years’ experience in dispatch or customer service field

WHAT YOU’LL DO:

· 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, and status updates, and 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, 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 CSRs 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.

SALARY RANGE:

Pay rate for this position is 22.60 – 28.53 per hour. Offer rate is based on relevant experience.

This position is eligible to receive a 15% shift differential in addition to the hourly rate.

WHO WE ARE

The American Automobile Association (AAA) has been a leader in roadside assistance, mobility advocacy and traffic safety for nearly 120 years, AAA Washington also operates a full-service travel agency and the largest independent personal-lines insurance agency in Washington.

BENEFITS:

· Health insurance (medical vision, prescription drug, and dental)

· Up to 22 days of Paid Time Off (PTO) in the first year for vacation or sick leave

· Eleven Paid Holidays every year in addition to PTO, including MLK and Juneteenth

· 401(k) with Employer Match

· Life, STD and LTD insurance

· Flexible Spending Accounts

· Shift differential for nights and weekends

· 4 hours of Volunteer Time Off every year

· On-Demand Pay / Earned Wage Access

· Free Premier RV AAA Washington Membership

· Travel, Insurance, and Membership Discounts

· THRIVE wellness program

· Flexible Work Arrangements including remote work

· Tax-advantaged commuter benefit

· Free parking

· Financial Literacy Education

RANKED AS ONE OF WASHINGTON’S 2023 and 2024 BEST PLACES TO WORK by Puget Sound Business Journal

NOTIFICATIONS

· AAA Washington is committed to hiring and retaining a diverse and inclusive staff.

· We are interested in every qualified candidate who is eligible to work in the United States; however, we do not sponsor visas.

· We do not provide relocation assistance. The expectation for this position is that the employee lives within our Washington/Idaho service area.

· AAA Washington is a drug-free workplace.

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