Dispatcher, Customer Service​/HelpDesk

Position Summary

The Dispatcher is responsible for coordinating and dispatching operators and equipment for emergency and non-emergency towing and roadside service calls. This role requires efficient communication, accurate tracking of resources, and the ability to prioritize multiple requests in a fast-paced environment. The Dispatcher works closely with call center staff, operators, customers, and management to ensure timely service delivery while maintaining a high level of professionalism and customer service.

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Dispatch operators and equipment for emergency and non-emergency service requests.
• Monitor and track the status and location of all assigned units using dispatch software and GPS systems.
• Communicate service details, instructions, and updates to operators and field personnel.
• Provide accurate estimated times of arrival (ETAs) and notify customers of delays when necessary.
• Answer, transfer, and manage incoming phone calls professionally and in a timely manner.
• Relay call information clearly to call center personnel, operators, and other team members.
• Assist customers with vehicle release procedures while following company policies and documentation requirements.
• Ensure all call documentation is accurate and complete, including vehicle information, photos, notes, and payment details.
• Work with Dispatch Support personnel to verify all required information is entered before calls are closed.
• Coordinate with partner companies when necessary to ensure efficient service coverage.
• Maintain awareness of resource availability and strategically stage units to optimize service response times.
• Report equipment, personnel, or scheduling concerns to management.
• Provide shift updates and proper turnover to the next dispatcher to ensure continuity of operations.
• May lead dispatch operations during a shift in the absence of a Manager or Shift Leader.
• Maintain professionalism and follow company policies when interacting with customers, coworkers, and management.

To perform the job successfully, an individual should demonstrate the following competencies:

• Demonstrates active listening and asks clarifying questions when necessary.
• Communicates clearly and professionally with customers, coworkers, and management.
• Responds appropriately to both routine and difficult situations.

• Uses sound judgment and reasoning to resolve operational issues.
• Demonstrates the ability to make timely decisions in a fast-paced environment.
• Applies common sense understanding to carry out written or oral instructions.

• Maintains a professional demeanor in stressful or emotional situations.
• Provides timely, courteous, and effective service to customers.

• Works collaboratively with team members across departments.
• Contributes to a supportive and cooperative work environment.

• Prioritizes multiple tasks and manages high call volumes efficiently.
• Demonstrates strong attention to detail and accuracy.

• Ability to multitask and manage competing demands in a high-volume environment.
• Ability to apply basic mathematical concepts including addition, subtraction, multiplication, division, percentages, and ratios.
• Ability to interpret data such as maps, GPS tracking, and dispatch software information.
• Ability to remain calm and professional when dealing with urgent or stressful situations.
• Strong organizational and time management skills.

• High school diploma or equivalent required.
• Prior dispatch, call center, logistics, or transportation experience preferred.
• Experience with GPS systems and dispatch software preferred.
• Customer service experience strongly preferred.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions