Fleet Dispatcher (On-site)

About this role

Job Type:

Full time   Exempt/Non Exempt:  

Hourly Job Description:

  Location Details:  On-Site Position located at 3201 Glen Royal Road, Raleigh, NC 27617

Position Schedule / Shift:  Must be available to work a flexible schedule, which may include evenings, weekends, holidays, and overtime based on business needs and member demand. 

Position Summary:    As a Fleet Dispatcher, you will dispatch calls for emergency roadside assistance to members and / or club fleet personnel via radio, telephone or electronically. You will receive and manage calls related to emergency and / or commercial road service, utilizing a computer aided call processing system. Performing geographical location spotting and map reading, you will provide detailed instructions to Fleet Service or contracted personnel to determine member / customer location.  

Key Responsibilities:   • Monitor dispatched calls and take action to resolve and correct service or other potential problems  

• Handle driver / customer escalations in accordance with established procedures  

• Provide explanations to customers and reports / document service issues  

• Close service requests using company electronic dispatching system   

• Accept payment from members / customers, when necessary   

• Reconcile and resolve rudimentary payment issues and maintain related records and files  

• Assist coworkers and less-tenured dispatchers, as necessary. 

Qualifications:  

Required    • High school diploma or equivalent (GED) required. 

• Ability to navigate computer systems and accurately enter data using a standard keyboard. 

• Basic math skills, including addition, subtraction, and percentages. 

• Experience resolving customer concerns and issues. 

• Ability to prepare written communications and respond to customer inquiries. 

• Basic knowledge of geography and ability to provide directions. 

• Strong verbal communication and active listening skills for phone and in-person interactions. 

• Ability to work effectively in a fast-paced environment. 

Preferred      • Knowledge of policies and procedures (service benefits) relative to emergency road service  

• Reading and comprehending various Customer Care service tools (e.g. manuals, work models, etc.)  

• Experience dispatching calls  

• Call center environment experience  

Work Environment:    Works in a temperature-controlled office environment. Irregular hours in a 24 x 7 operation.  

Compensation & Benefits Overview:   ACG complies with all applicable state and local laws regarding required benefits (including PTO, paid sick leave, etc.).  

Compensation   • Hourly rates starting at $19.00 per hour (rate may vary by location and experience).  

• Overtime opportunities paid at time-and-a-half.  

• Shift differentials: 5% premium for hours worked between 5:00 PM - 11:00 PM/10% premium for hours worked between 11:00 PM - 5:00 AM 

• $250 Quarterly Perfect Attendance Bonus.  

• Fully paid training to help you build the skills needed for success. 

Benefits  

At ACG, we offer a comprehensive and flexible benefits package designed to support your health, financial well-being, and professional growth. 

Health & Wellness 

• Medical plans with multiple coverage options, including HSA eligibility. 

• Prescription drug coverage. 

• Dental and vision benefits. 

• Employee Assistance Program (confidential support services).   

Financial Protection & Insurance 

• Company-paid basic life insurance. 

• Optional supplemental life insurance and dependent coverage. 

• Short-term and long-term disability coverage. 

• Critical illness, accident, and pet insurance options.   

Retirement & Savings 

• 401(k) plan to support long-term financial goals. 

• 3% automatic deferral upon eligibility; may contribute 1% to 50% of eligible earnings, either pre or post tax. 

• Company match of 50% paid on employee contributions up to 6% of pay, payable to employees following the end of the year; immediate vesting. 

• Additional company contribution of 4% of pay each pay day into your account; 100% vested after three (3) years of service. 

• Health Savings Account (HSA) and Flexible Spending Accounts (FSA) options.   

Time Off & Leave  • Paid Time Off (PTO): Accrual-based, increases with tenure, eligible at 90 days of employment. 

• Full-time new employees will receive up to 12 PTO days annually; accrual based on start date and may include additional PTO based on role and/or state & local requirements.  

• Part-time employee PTO hours are calculated based upon the standard weekly hours the employee is scheduled to work and will accrue at a minimum of 3 hours per month. 

• Paid Holidays:  

• Full-time employees are eligible for 10 company-paid holidays annually, in addition to 1 mental health day, 2 floating holidays and 1 volunteer day. Holidays vary by business unit schedules. 

• Part-time employees are eligible for 8 company-paid holidays annually, in addition to 1 mental health day and 2 floating holidays. Holidays vary by business unit schedules. 

• Paid leave programs, including parental, bereavement, jury duty, and military leave. 

Career Growth & Education 

• Tuition assistance (up to $5,250 annually; 80% covered by ACG). 

• Professional certification support with 100% reimbursement for eligible programs. 

• Opportunities for career development and advancement.   

Additional Perks 

• Complimentary AAA membership with roadside assistance and travel discounts. 

• Adoption assistance program. 

Job Posting Period:  This position is expected to remain posted through October 20, 2026; however, it may close at any time once a qualified candidate pool is identified. 

Who We Are Become a part of something bigger.

The Auto Club Group (ACG) provides membership, travel, insurance, and financial service offerings to approximately 14+ million members and customers across 14 states and 2 U.S. territories through AAA, Meemic, and Fremont brands. ACG belongs to the national AA

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