Dispatcher Gaithersburg, MD

DISPATCHER JOB DESCRIPTION Summary

Essential Duties and Responsibilities Include the following. Other duties may be assigned.

• 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.

• 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 compete rate, ration, 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 standardize situations.
• Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
• Understands how to utilize GPS in effort to maximize all resources and prevent unnecessary crossing of units and that proper staging is done to ensure trucks are in the high call volume areas.
• Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate behavior in decision making process; makes timely decisions.

• Maintains the status of all assigned resources
• Maintains the incoming of calls and dispatches them in a timely manner
• Updates and communicates with customer ETAs and Delays
• Leads shift when and in absence of Manager or Shift Leader
• Maximize resource management by communicating with other companies (Henry’s & Windsors) to maintain call handling quickly and efficiently to include assisting the other 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 ensure no missed communications
• Contacts Managers to ensure any issues with equipment, operators, and schedules to properly manage resources.
• In conjunction with the Dispatch Support person
  - Ensures all information necessary (Photos, Vehicle Information, notes, payment information, etc.) is in the calls handled prior to completing them out
  - Also notes any delinquent information in pricing is communicated to the dispatch manager for adjusting.

• Demonstrates active listening, understands client needs and asks clarifying questions when needed.
• Regularly and appropriately communicate 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 & able to answer questions based on policy & procedures.
• Contributes to a collaborative effort and thrives in a team-oriented environment.
• Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.

• Overall ensures to work closely with team members to communicate efficiently with our customers and relay necessary information.
• Maintains a helpful and willingness to help behavior

• Approach others in a tactful manner; react well under pressure; treat other with respect and consideration regardless of their status or position; accept responsibility for on actions; follow through on commitments.
• Manages difficult or emotional…