Dispatcher

Summary

Dispatcher – Falls Church, VA. Essential Duties and Responsibilities include the following. Other duties may be assigned.

Essential Duties and Responsibilities

• Efficiently and accurately dispatches Operators and equipment for emergency and non‑emergency service and ensures proper tracking of resources.
• Utilize problem‑solving, strategy, and creativity to ensure timely and accurate service.
• Relay information to Call Center team with clarity and efficiency.
• Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
• Has mastered the role of the Call‑Taker & understands the basic procedures for towing and roadside service in order to better assist customers and dispatch effectively.
• Assist customers in releasing vehicles by following all proper procedures and providing high‑quality customer service.
• Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.

Competency Requirements

• Using reason even when dealing with emotional topics or situations.
• Possess the ability to multitask and meet demands during high‑volume periods.
• Possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must possess the ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
• Possess the ability to apply common‑sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardized situations.
• Understands how to use GPS system to effectively communicate ETAs and relay information to customers and co‑workers.
• Understands how to utilize GPS to maximize all resources, prevent unnecessary crossing of units, and ensure proper staging so trucks are in high‑call‑volume areas.
• Displays willingness to make decisions; exhibits sound and accurate judgment; supports and explains reasoning for decisions; includes appropriate behavior in the decision‑making process; makes timely decisions.

Responsibilities

• Maintains the status of all assigned resources.
• Maintains the incoming calls and dispatches them in a timely manner.
• Updates and communicates with customers regarding ETAs and delays.
• Leads shift in the absence of the Manager or Shift Leader.
• Maximizes resource management by communicating with other companies (Henry’s & Windsors) to maintain quick and efficient call handling, including assisting those companies with calls within the area of our trucks when able.
• Ensures proper turnover to relief is received and given both verbally and in writing to avoid missed communications.
• Contacts Managers to address issues with equipment, operators, and schedules to properly manage resources.
• In conjunction with the Dispatch Support person, ensures all necessary information (photos, vehicle information, notes, payment information, etc.) is in the call prior to completion; notes any delinquent pricing information and communicates it to the dispatch manager for adjustment.
• Overall ensures close teamwork to communicate efficiently with customers and relay necessary information.
• Maintains a helpful and willing‑to‑help behavior.
• Maintain personal appearance and uniforms in compliance with established company standards.
• Arrive at work on time daily, ready for duty when shift starts.
• Maintain consistently excellent attendance.
• Attend employee meetings as requested for job information.
• Assist in training new employees when requested, communicating clearly and professionally all proper operating procedures.
• Utilize critical thinking during difficult projects or tasks, discover answers to problems using all resources available, then ask for support when no other solution is found.

Communication

• Demonstrates active listening, understands client needs and asks clarifying questions when needed.
• Regularly and appropriately communicates with everyone you interact with professionalism, integrity, and clarity.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions and answers based on policy & procedures