Dispatcher

Benefits:

Health insurance

About Us:

Metro Sales and Service, Inc. is a leading towing service provider offering emergency roadside assistance to drivers in need. We pride ourselves on our quick response times and exceptional customer service. We're looking to expand our team with a dedicated Dispatcher who will play a crucial role in coordinating our towing services.

Job Summary:

As a Dispatcher, you will be the vital link between our customers in need of assistance and our towing team. Your primary responsibility will be to manage incoming calls and efficiently dispatch our towing vehicles to various locations, ensuring timely and effective service. You will work closely with drivers, managing their schedules and prioritizing calls based on urgency.

Key Responsibilities:

Answer incoming calls from customers requesting towing and roadside assistance services.
Gather essential information from customers, including location, type of service needed, and any relevant details.
Dispatch towing vehicles promptly and efficiently, ensuring the appropriate resources are allocated based on urgency and location.
Maintain clear communication with drivers, providing updates on assignments and handling any issues that arise during service.
Utilize dispatch software to track vehicles, manage schedules, and update job status in real time.
Prioritize jobs based on urgency and proximity, ensuring customer needs are met promptly.
Provide exceptional customer service, addressing customer concerns and inquiries in a professional manner.
Collaborate with management to optimize operations and improve service delivery.
Assist with inventory management and ensure vehicles are well-maintained and equipped for service.
Support team members as needed and contribute to a positive work environment.
Decline call rate below 1 %.
Process credit card transactions with clients.

Daily Job Responsibilities:

Ensure drivers are doing the following when it comes to dispatching calls:
Copy
Super 7 completed
Enroute
On-location
In-Tow
Arrived at Destination
Completed Tow
Clear
If the call is gone hold as a second call. The customer needs to be called so they do not cancel the call. Remember to not wait for the driver to clear up before we send the second call.
Never allow more than two calls on a driver. This will show long ETA’s to the customers, which will result in cancellations.
Scheduled calls must be called and verified to ensure the appointment is valid. After verification is complete, mark the call as on location.
Drivers are not allowed to dictate which area they will work in during a shift. They will work in the assigned area we send them to during a work shift.
Calls in our assigned area cannot be declined unless management has granted and documented permission.
Dispatch needs to monitor navigation and tell drivers their next call, not wait for a driver to give an all-clear. Remember, we must switch appointments from scheduled to dispatched so the driver can receive the call.
On your daily sheet, write down your hours worked and over mileage paperwork. This information needs to be accurate and documented (name, date, and shift schd).
Document any issues with calls in the WO feed notes and in the TowBook notes section.

Qualifications:

High school diploma or GED; additional education or training in logistics or dispatching is a plus.
Previous experience in dispatching, customer service, or a related field preferred.
Strong communication skills, both verbal and written, with the ability to remain calm under pressure.
Excellent organizational and multitasking skills, with a keen attention to detail.
Ability to work flexible hours, including nights, weekends, and holidays as needed.
Proficient in using dispatch software and technology; familiarity with GPS systems is an advantage.
Knowledge of local roadways, routes, and traffic patterns helps improve response times.

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