Dispatcher / Customer Engagement Specialist Position Available In Orange, Florida

• About AATR Orlando:

• AATR Orlando is a leading provider of towing, recovery, and roadside assistance services across Central Florida.

As a trusted FDOT Asset Management Contractor and service provider for major insurers and municipalities, we are known for our professionalism, speed, and customer-first attitude. We are growing and seeking dependable individuals to join our front-line team in dispatch and customer service.###

• Position Summary:

• The
• Dispatcher / Customer Engagement Specialist
• plays a vital role in our daily operations.

This individual is the first point of contact for customers, insurance partners, and roadside platforms. You will be responsible for answering calls, gathering critical details, and dispatching drivers to service locations in a timely and efficient manner. This role requires strong communication skills, attention to detail, and the ability to thrive under pressure in a fast-paced environment.###

• Key Responsibilities:

• Customer Service and Communication:

• Answer inbound calls from customers, insurance providers (e.g., GEICO, Allstate), law enforcement, and roadside assistance platforms
• Collect relevant information regarding the vehicle, location, service need, and urgency
• Communicate clearly with upset or distressed customers and ensure they feel supported
• Provide accurate ETAs and updates during service delays

• Dispatch Coordination:

• Use dispatch software (TowBook, Samsara,) and GPS tracking to assign jobs to the nearest available driver
• Monitor job statuses and provide real-time updates to drivers and platforms
• Maintain awareness of traffic, weather, and driver location to adjust dispatch decisions as needed

• Administrative Duties:

• Log all service calls, job notes, and status updates in system
• Generate and maintain reports for management or external partners
• Perform end-of-shift handovers and maintain shift summaries

• Customer Engagement:

• Ensure every customer interaction reflects the values and professionalism of AATR
• Resolve service issues when possible and escalate any major complaints to supervisors
• Maintain a calm and courteous demeanor in all interactions###

• Qualifications:

• Previous experience in dispatch, call center, customer service, transportation, or towing is preferred
• Strong verbal and written communication skills
• Ability to multitask, prioritize, and stay organized in high-pressure situations
• Familiarity with dispatching software (TowBook) and GPS systems (Samsara) a plus
• Computer literacy and comfort using basic software and tools
• Availability for weekends, evenings, or rotating shifts as needed
• Bilingual (English/Spanish) is a strong plus
• Must be reliable, punctual, and professional at all times###

• What We Offer:

• Competitive pay with opportunities for raises based on performance
• A fast-paced and team-driven work environment
• Paid training and support from experienced supervisors
• Advancement opportunities within a growing company
• Direct impact on customer satisfaction and company success.

Benefits:

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• Health Insurance
• Dental Insurance
• Vision Insurance
• Life Insurance
• 401 K
• 401 K Matching
• Paid Time Off.

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