Qureos Mentor

AAA Northeast

<div>Eligible applicants must live within a commutable distance to Milford, CT. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Work schedule: Sunday -Wednesday, Saturday 3:00pm-11:30pm
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? 
 
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It&rsquo;s why we&rsquo;ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. 
 
Processes information received on service requests and dispatches calls using a range of communication methods; deploys service resources available to best meet member needs and to optimize efficient use of those resources; monitors status of calls and initiates action to solve problems and to provide timely, quality service to members. 
What you will do:<ul><li>
Receives road service request information from Member Service Counselors and dispatches calls to facilities using a variety of communication channels (e.g., radio, telephone, digital/computer data link, fax, AVL). Relays all pertinent data to drivers (member situation, vehicle problem, location, etc.) When necessary, performs spotting duties to geographically code and assists drivers in finding member/disabled vehicle.</li><li>
Processes all information available and determines type of service needed (e.g., service vehicle, tow, locksmith), the most appropriate facility to handle the call (based on location/primary facility, facility capabilities/equipment, and current capacity to provide timely service), and prioritizes calls based on various criteria (safety, weather, traffic, etc.) and ensures that police and other emergency calls are handled within established time frames.</li><li>
Makes optimal use of available resources to ensure that calls are completed within the projected estimated time of arrival (ETA), that resources are efficiently deployed and routed, that correct equipment is dispatched to meet members' needs and relays calls to back-up facility when ETA appears in jeopardy.</li><li>
Monitors computer screens to maintain continual awareness of overall status of resource availability and current deployment, and reallocates resources as needed to meet changing needs for service.</li><li>
Communicates directly with members to provides advice and counsel regarding problem resolution (e.g., safety, towing/extraction alternatives, obtaining repair service), explains benefits covered and additional charges which may apply, notification when service will be delayed (or initiates action for another function to do so), and recommends AAA/CAA products and services (e.g., PLUS membership) when appropriate.</li><li>
Maintains documentation on the current status of each call within his/her area, monitors call progression, and ensures documentation is complete before calls are cleared with proper codes.</li><li>
Maintains frequent and timely communications with drivers on the status of calls that have been dispatched. Maintains close communications with facilities providing service, and notifies them whenever drivers cannot be contacted, or when other problems arise.</li><li>
Responds to, and takes immediate action to resolve, service problems reported by members and drivers.</li><li>
Collects data and provides assessment to others in call center on facility/driver cooperation and performance.</li><li>
When necessary, performs all duties of a Member Service Counselor-AS.</li><li>
Coordinates Roadside Assistance Program (RAP) call details with external agencies (Enterprise, Hertz, Lexus, etc.). Collects and documents specific information required to process RAP road service calls. Advises facility/driver of RAP call status along with any specific information pertaining to calls.</li><li>
Other duties as assigned.</li></ul>
Pay range: $19.75 - $21.00 per hour
Education 
High School Diploma or GED Required
Experience
1-3 years call center experience Required
Licenses and Certifications 
 
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran&rsquo;s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.</div>

Dispatcher (2nd shift)

<div>Eligible applicants must live within a commutable distance to Providence, RI. You have applied to a work from home position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Work schedule: Sunday-Thursday 10:30pm-7:00am
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? 
 
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It&rsquo;s why we&rsquo;ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. 
 
Processes information received on service requests and dispatches calls using a range of communication methods; deploys service resources available to best meet member needs and to optimize efficient use of those resources; monitors status of calls and initiates action to solve problems and to provide timely, quality service to members. 
What you will do:<ul><li>
Receives road service request information from Member Service Counselors and dispatches calls to facilities using a variety of communication channels (e.g., radio, telephone, digital/computer data link, fax, AVL). Relays all pertinent data to drivers (member situation, vehicle problem, location, etc.) When necessary, performs spotting duties to geographically code and assists drivers in finding member/disabled vehicle.</li><li>
Processes all information available and determines type of service needed (e.g., service vehicle, tow, locksmith), the most appropriate facility to handle the call (based on location/primary facility, facility capabilities/equipment, and current capacity to provide timely service), and prioritizes calls based on various criteria (safety, weather, traffic, etc.) and ensures that police and other emergency calls are handled within established time frames.</li><li>
Makes optimal use of available resources to ensure that calls are completed within the projected estimated time of arrival (ETA), that resources are efficiently deployed and routed, that correct equipment is dispatched to meet members' needs and relays calls to back-up facility when ETA appears in jeopardy.</li><li>
Monitors computer screens to maintain continual awareness of overall status of resource availability and current deployment, and reallocates resources as needed to meet changing needs for service.</li><li>
Communicates directly with members to provides advice and counsel regarding problem resolution (e.g., safety, towing/extraction alternatives, obtaining repair service), explains benefits covered and additional charges which may apply, notification when service will be delayed (or initiates action for another function to do so), and recommends AAA/CAA products and services (e.g., PLUS membership) when appropriate.</li><li>
Maintains documentation on the current status of each call within his/her area, monitors call progression, and ensures documentation is complete before calls are cleared with proper codes.</li><li>
Maintains frequent and timely communications with drivers on the status of calls that have been dispatched. Maintains close communications with facilities providing service, and notifies them whenever drivers cannot be contacted, or when other problems arise.</li><li>
Responds to, and takes immediate action to resolve, service problems reported by members and drivers.</li><li>
Collects data and provides assessment to others in call center on facility/driver cooperation and performance.</li><li>
When necessary, performs all duties of a Member Service Counselor-AS.</li><li>
Coordinates Roadside Assistance Program (RAP) call details with external agencies (Enterprise, Hertz, Lexus, etc.). Collects and documents specific information required to process RAP road service calls. Advises facility/driver of RAP call status along with any specific information pertaining to calls.</li><li>
Other duties as assigned.</li></ul>
Pay range: $19.75 - $21.00 per hour
Education 
High School Diploma or GED Required
Experience
1-3 years call center experience Required
Licenses and Certifications 
 
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran&rsquo;s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.</div>

Dispatcher - 3rd shift (Providence, RI)

<div>Eligible applicants must live within a commutable distance to Providence, RI. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Work schedule: Friday, Saturday, Sunday, Monday 12:30pm-11:00pm
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? 
 
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It&rsquo;s why we&rsquo;ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. 
 
Processes information received on service requests and dispatches calls using a range of communication methods; deploys service resources available to best meet member needs and to optimize efficient use of those resources; monitors status of calls and initiates action to solve problems and to provide timely, quality service to members. 
What you will do:<ul><li>
Receives road service request information from Member Service Counselors and dispatches calls to facilities using a variety of communication channels (e.g., radio, telephone, digital/computer data link, fax, AVL). Relays all pertinent data to drivers (member situation, vehicle problem, location, etc.) When necessary, performs spotting duties to geographically code and assists drivers in finding member/disabled vehicle.</li><li>
Processes all information available and determines type of service needed (e.g., service vehicle, tow, locksmith), the most appropriate facility to handle the call (based on location/primary facility, facility capabilities/equipment, and current capacity to provide timely service), and prioritizes calls based on various criteria (safety, weather, traffic, etc.) and ensures that police and other emergency calls are handled within established time frames.</li><li>
Makes optimal use of available resources to ensure that calls are completed within the projected estimated time of arrival (ETA), that resources are efficiently deployed and routed, that correct equipment is dispatched to meet members' needs and relays calls to back-up facility when ETA appears in jeopardy.</li><li>
Monitors computer screens to maintain continual awareness of overall status of resource availability and current deployment, and reallocates resources as needed to meet changing needs for service.</li><li>
Communicates directly with members to provides advice and counsel regarding problem resolution (e.g., safety, towing/extraction alternatives, obtaining repair service), explains benefits covered and additional charges which may apply, notification when service will be delayed (or initiates action for another function to do so), and recommends AAA/CAA products and services (e.g., PLUS membership) when appropriate.</li><li>
Maintains documentation on the current status of each call within his/her area, monitors call progression, and ensures documentation is complete before calls are cleared with proper codes.</li><li>
Maintains frequent and timely communications with drivers on the status of calls that have been dispatched. Maintains close communications with facilities providing service, and notifies them whenever drivers cannot be contacted, or when other problems arise.</li><li>
Responds to, and takes immediate action to resolve, service problems reported by members and drivers.</li><li>
Collects data and provides assessment to others in call center on facility/driver cooperation and performance.</li><li>
When necessary, performs all duties of a Member Service Counselor-AS.</li><li>
Coordinates Roadside Assistance Program (RAP) call details with external agencies (Enterprise, Hertz, Lexus, etc.). Collects and documents specific information required to process RAP road service calls. Advises facility/driver of RAP call status along with any specific information pertaining to calls.</li><li>
Other duties as assigned.</li></ul>
Pay range: $19.75 - 21.00 per hour
Education 
High School Diploma or GED Required
Experience
1-3 years call center experience Required
Licenses and Certifications 
 
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran&rsquo;s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.</div>

Dispatcher (2nd shift) - Providence, RI

<div>Eligible applicants must live within a commutable distance to Milford, CT. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Work schedule: 2:30pm-11:00pm. Rotating every 2 weekends off. 1st two weeks- Saturday &amp; Sunday off. 2nd two weeks - Wednesday &amp; Saturday off
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? 
 
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It&rsquo;s why we&rsquo;ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. 
 
The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures that quality service standards and procedures are met. Under general supervision, manages, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control. 
 
What you will do:<ul><li>
Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends, and peak call volume periods.</li><li>
Assists the Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor.</li><li>
Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during the storm and emergency periods.</li><li>
Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed</li><li>
Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements.</li><li>
Reviews recommend and perform modifications to computer-aided dispatch systems.</li><li>
Tests, inspects and operates radio, telephone computer, and other equipment as needed.</li><li>
Trains Dispatch Supervisors in communication, SOPs, Club policies, and supervisory expectations and ensures adequate training is provided for dispatch personnel.</li><li>
Audits dispatched call reports or calls in progress to ensure compliance with SOPs, the accuracy of the rate of payment to the contractor, and that service delivery and quality standards are met.</li><li>
Compiles and maintains the budget for the Dispatch department.</li><li>
Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices.</li></ul>
Salary range: $71,900 - $86,525 per year
Education 
High School Diploma Required Associate's Degree Preferred Bachelor's Degree Preferred
Experience
Customer Service and/or dispatch experience Required Supervisory/management experience Required
Licenses and Certifications 
 
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran&rsquo;s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.</div>

Assistant Manager Dispatch (2nd shift) - Milford, CT

<div>Eligible applicants must live within a commutable distance to Providence, RI. This position would be a hybrid role, which means that you will typically spend 3 days of your work week working onsite and 2 days of your work week working from a remote location. You have applied to a hybrid position, and as such, you will be required to meet specific work from home requirements to support the business needs of AAA. This includes high speed internet access with minimum internet speed requirements.
Work schedule: Sunday-Thursday 2:30pm-11:00pm
Are you interested in joining a team that is continuously innovating to create the best experiences for members? Would you like to work for a company that has been rated a top employer and best place to work across the Northeast year over year? Do you want to be part of a company that is committed to giving back to the community? 
At AAA Northeast, as we continue to grow, our mission remains the same: helping and serving is a way of life. It&rsquo;s why we&rsquo;ve earned the trust of millions, and why AAA Northeast has remained a resilient and reliable brand for over a century. 
 
The Assistant Dispatch Manager manages the daily operations of the dispatch department and ensures that quality service standards and procedures are met. Under general supervision, manages, through supervisors, the performance of assigned ERS shifts, meeting targets for quality service, efficiency, and cost control. 
 
What you will do:<ul><li>
Assists with real-time management of the call center and dispatch departments. Determines staffing levels for anticipated ERS call volume based on seasonality, trends, and peak call volume periods.</li><li>
Assists the Manager in selecting and orientating supervisors for assigned ERS shifts and monitors their performance. Provides direct supervision to shift staff in the absence of a supervisor.</li><li>
Performs the duties of the Dispatch Manager in their absence. Manages, or assists in managing, the dispatch area during the storm and emergency periods.</li><li>
Interviews, makes hiring decisions teaming with the Human Resources Department, trains and evaluates the performance of subordinate staff, as needed</li><li>
Reviews dispatch operations to identify technical and operational training needs and recommends operational improvements.</li><li>
Reviews recommend and perform modifications to computer-aided dispatch systems.</li><li>
Tests, inspects and operates radio, telephone computer, and other equipment as needed.</li><li>
Trains Dispatch Supervisors in communication, SOPs, Club policies, and supervisory expectations and ensures adequate training is provided for dispatch personnel.</li><li>
Audits dispatched call reports or calls in progress to ensure compliance with SOPs, the accuracy of the rate of payment to the contractor, and that service delivery and quality standards are met.</li><li>
Compiles and maintains the budget for the Dispatch department.</li><li>
Performs other related job duties as needed. Performs job duties according to department policies, procedures, and practices.</li></ul>
Salary range: $71,900 - $86,525 per year
Education 
High School Diploma Required Associate's Degree Preferred Bachelor's Degree Preferred
Experience
Customer Service and/or dispatch experience Required Supervisory/management experience Required
Licenses and Certifications 
 
AAA Northeast is proud of our diverse culture, fostered by the many talents, skills, passions, and expertise of our employees. We are an equal opportunity employer. We do not discriminate in recruiting, hiring, or promotion based on race, color, creed or religion, national origin, sex, age, sexual orientation, veteran&rsquo;s status, gender identity or expression, disability, genetic information, marital status, pregnancy, or membership in any other protected class. We thrive when our team members bring their whole selves to work.</div>

Assistant Manager Dispatch (2nd shift) - Providence, RI