About the position Join a trusted organization with a 100-year legacy of serving members and become part of a team that's committed to making a difference every day. As a Lead Dispatch Specialist, you'll do more than assist members. You'll serve as a frontline leader, coach, and subject matter expert, helping to drive exceptional service while supporting the day-to-day operations of our Support Center. This is a high-demand role that offers the opportunity to make an immediate impact, develop your leadership skills, and contribute to the success of a well-respected company known for putting its members and employees first. Hourly compensation starting at $19.44 per hour, plus the opportunity to earn a shift differential. The schedule for this position is 230 p.m. to 1100 p.m. and includes every other weekend. This role is considered Essential Duty Personnel and is required to work as scheduled, including weekends and holidays, regardless of weather conditions. The ability to attend in office meetings and trainings at our Harrisburg, PA branch is required. Responsibilities • Lead, mentor, and support a team of Dispatch Specialists by answering questions, sharing knowledge, and helping drive success. • Deliver exceptional customer service by assisting members by dispatching our roadside assistance technician. • Serve as a subject matter expert and resource for products, services, policies, and dispatching procedures. • Handle escalated member concerns regarding dispatch with professionalism, empathy, and a focus on positive resolutions. • Coordinate roadside assistance requests, ensuring members receive timely support and clear communication throughout the service experience. • Monitor service levels and operational performance to help ensure an efficient, high-quality customer experience. • Support cross-training initiatives and maintain expertise across Membership Services, Roadside Assistance, and Dispatch operations. Requirements • High school diploma or equivalent. • At least 2 years of customer service experience. • Strong communication skills with the ability to assist customers by phone, email, text, and chat. • Comfortable working in a fast-paced environment and adapting to changing priorities. • Ability to learn and support multiple business areas, including Membership Services, Roadside Assistance, and Dispatch. • Strong computer skills with the ability to navigate multiple systems and applications at the same time. • Highly organized with strong attention to detail and a commitment to accuracy. Nice-to-haves • Call center, dispatch, leadership, or supervisory experience is a plus. Benefits • Generous, front-loaded PTO • 8 paid holidays, including Christmas Eve and New Year’s Eve • Comprehensive health coverage including Medical, Dental, and Vision insurance • Health Savings Account (HSA) with employer contributions • Flexible Spending Accounts (FSA) • 401(k) with up to 6% company match • Company-paid protection with Life Insurance • Long-Term Disability coverage • Up to 3 additional PTO days each year for volunteering and participating in AAA Cares events • Tuition Reimbursement • Free AAA Premier Membership • Discounts on travel, automotive services, batteries, and more