A Dispatcher answers emergency calls and relays information from callers to the appropriate police, fire or ambulance staff. Speaks calmly with callers to get the information needed for emergency personnel. Keeps detailed records of calls and responses.
Comprehensive benefits offering after 6 months Job Summary We are seeking a highly organized and detail-oriented Dispatcher to join our team in managing towing and recovery operations. The Dispatcher will be responsible for coordinating job assignments, ensuring efficient fleet utilization, maintaining clear communication between drivers and customers, and ensuring timely service delivery. This role is crucial in optimizing workflow, prioritizing urgent service requests, and providing exceptional customer service. Key Responsibilities 1. Job Intake & Logging Receive and process job requests via phone, mobile app, website, or partner referrals. Gather essential details, including: Accurately input all job details into the dispatch system 2. Job Prioritization & Fleet Management Assess the urgency of requests, prioritizing emergency cases over scheduled services.
Allocate jobs based on:
Driver availability and location. Fleet capacity and truck suitability Maximize efficiency by balancing workloads and optimizing fleet utilization. 3. Driver Assignment & Coordination Assign drivers based on proximity, skillset, and vehicle suitability. Notify drivers of job details via system alerts, texts, or calls. Confirm driver acceptance and ensure they have necessary instructions. Monitor job progress and assist drivers with unexpected challenges (e.g., incorrect addresses, additional equipment needs). 4. Communication & Customer Service Provide customers with job confirmation and estimated time of arrival (ETA). Update customers on delays or changes to job status. Address customer inquiries and complaints professionally, escalating issues when necessary. Request customer feedback to improve service quality. 5. Route Planning & Job Monitoring Suggest optimal routes to minimize delays and improve efficiency. Update drivers on road closures, traffic conditions, and safety hazards. Track drivers in real-time and provide necessary assistance. Ensure drivers consistently update their job status (e.g., En Route, On Scene, Towing, Completed). 6. Documentation & Compliance Maintain accurate records of job details, driver logs, and billing information. Ensure compliance with company policies and regulatory requirements. Document incidents, near-misses, or job-related issues and escalate accordingly. 7. Issue Resolution & Emergency Support Handle operational challenges, such as driver delays, vehicle breakdowns, or customer disputes. Coordinate with law enforcement, repair shops, and emergency responders when necessary. Dispatch backup drivers or alternative solutions to minimize service disruptions. 8. Billing & Post-Job Activities Verify job completion and ensure all required documentation is uploaded into the system. Calculate service charges based on labor, parts, and service type. Generate and send invoices to customers and insurance partners. Gather driver feedback to enhance job efficiency and process improvement. Secondary Responsibilities Assist in shift transitions and workload balancing during peak hours. Participate in training sessions to stay updated on dispatch systems and customer service practices. Monitor fleet performance and report maintenance needs to management. Key Performance Indicators (KPIs)
Response Time:
Time from job request to driver dispatch.
Fleet Utilization Rate:
Percentage of active vs. idle drivers.
Customer Satisfaction:
Based on feedback and reviews.
Job Completion Rate:
Successful job completions vs. cancellations.
Documentation Accuracy:
Completeness and timeliness of records.
Qualifications & Skills Experience:
Prior experience in dispatching, logistics, transportation, or towing operations preferred.
Technical Skills:
Proficiency in dispatch software and GPS tracking systems. Proficient in Microsoft and/or Google Workspace.
Communication:
Strong verbal and written communication skills.
Problem-Solving:
Ability to assess situations and make quick, effective decisions.
Multitasking:
Capable of handling multiple job requests and priorities simultaneously.
Customer Service:
Professional and empathetic approach to handling customer interactions. Work Schedule Shift-based, including evenings, weekends, overnight, and holidays as needed. Requires the ability to work in a fast-paced environment with high call volumes in a 24/7 emergency response industry. Why Join Us? Competitive salary and benefits. Opportunity to work in a dynamic, fast-paced industry. Career growth and professional development opportunities. Supportive team environment with strong leadership. A combination of in-office and remote work following the completion of training.
Job Type:
Full-time Pay:
From $31,200.00 per year
Benefits:
Dental insurance Flexible schedule Health insurance Life insurance Vision insurance People with a criminal record are encouraged to apply Ability to
Commute:
North Little Rock, AR 72113 (Required) Ability to
Relocate:
North Little Rock, AR 72113: Relocate before starting work (Preferred)
