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Dispatch Core 2 Agent

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. <ul style="margin-top: 0in; margin-bottom: 0in;" type="disc"> <li style="margin-top: 0in; margin-right: 0in; margin-bottom: 8pt; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Eligible for bonus incentives based on performance metrics upon completion of training(s) & passing all exams. </li> </ul> (Average Dispatch Agent compensation after incentives is up to $19 per hour or more) BENEFITS: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Medical, dental, vision, disability, FSAs, and life insurance </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Paid Time Off and paid holidays </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">401K </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Pet Insurance </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">5-day work week </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Employee Assistance Program </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Training and Development Programs </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Legal Coverage </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Identity Theft Protection </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Referral Program </li> <li style="margin: 0in 0in 8pt 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">And so much more… </li> </ul> Responsibilities and Duties: Responsibilities include, but are not limited to: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Provide roadside assistance to customers. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Working Dispatches for Core 1 (Light Duty) and Core 2 (Medium and High Duty). </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Answer Member and Vendor Call Backs. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Work Digital Dispatches. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Dispatching Mobile Dispatching </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Work White Glove and Manual Closed Loop as needed. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Troubleshooting and resolving problems encountered by customers. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Educate and explain membership benefits and coverage. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Keep current on all benefit/training information. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Keep current all company and departmental policies and procedures. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Maintaining or exceeding minimum requirements of the CSR Standards of Measurements. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Adhere to all company and department policies. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Log into network and e-mail and adhere to equipment policies. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Maintain acceptable levels of performance to include but not limited to attendance, adherence, fulfillment, and all other productivity and efficiency targets and objectives. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Support safety and ergonomic standards. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Acknowledging employee’s birthdays and anniversaries. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Support your fellow teammates. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Adhere to our Core Values. </li> <li style="margin: 0in 0in 8pt 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Other duties as assigned. </li> </ul> Requirements: <ul style="margin-bottom: 0in; margin-top: 0px;"> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Minimum 6- months Customer Service Dispatching skills. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Excellent Customer Service Skills. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Good verbal / written communication skills. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Good analytical and problem-solving skills. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Computer/keyboard experience and Internet knowledge. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Ability to function in a team environment. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Ability to think outside of the box. </li> <li style="margin: 0in 0in 0in 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Mapping with Bing or Google maps and searching skills. </li> <li style="margin: 0in 0in 8pt 0px; line-height: 107%; font-size: 11pt; font-family: Aptos, sans-serif;">Ability to work varied shifts and varied days off as needed. </li> </ul> Education High School Diploma or Equivalent

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