Dispatcher Specialist

About the role

The Houston-Galveston Area Council is one of the largest regional planning commissions in the country with a diverse service area of 13 counties and more than 7 million people. We are the pulse of our region addressing issues that cross city limits and county lines every single day. We make decisions that affect our transportation system, ensure the safety and well-being of our seniors, connect people to jobs, help families recover from natural disasters, preserve water quality for our children, and so much more. We work to make the region a great place to live, work, and thrive.

Responsibilities

• Serve as the Lead Dispatcher on shift and ensure dispatchers adhere to the program policy, guidelines, and standard operating procedures.
• Provide real-time guidance and decision-making support to dispatchers.
• Maintain active dispatch responsibilities including receiving and processing Tow and Go service requests from law enforcement, citizens, and towing partners.
• Accurately document details into the dispatch system.
• Dispatch wrecker companies in accordance with program procedures and guidelines.
• Monitor and track dispatched calls, verifying response and clearance times.
• Accurately document incident details and clearance times in dispatch systems.
• Monitor ETAs and follow up on wreckers with delayed responses.
• Escalate service issues or concerns to your supervisor.
• Support emergency operations during severe weather or large-scale incidents.

Requirements

• Experience with working in dispatching or a call center setting is preferred.
• Experience with serving as a lead and providing additional support.
• Experience with working in a fast-paced environment.
• Strong customer service skills with the ability to remain calm under pressure.

Qualifications

• High school or Associate’s Degree.
• Entry-level position preferred.
• 1-3 years of experience with dispatching or working in a call center environment.

Benefits

• This is an in-person position assigned to the morning first shift schedule, working from 6:00 AM to 2:00 PM, and must be able to work from Houston TranStar.
• This is an in-person position assigned to the afternoon second shift schedule, working from 2:00 PM to 10:00 PM, and must be able to work from Houston TranStar.
• This is an in-person position assigned to the overnight third shift schedule, working from 10:00 PM to 6:00 AM, and must be able to work from Houston TranStar.

Pay

Details about pay are not specified in this job posting.

Schedule

Details about the schedule are not specified in this job posting.