Summary: Assigns motor vehicles and drivers for pick up, recovery and storage of broken down, damaged, or abandoned vehicles.
This will be achieved by performing the following duties.
Essential Responsibilities include the following. Other duties may be assigned.
Answers phones in a timely, friendly and professional manner. Investigates the needs of the caller to appropriately dispatch the best service vehicle and driver to meet the needs of the customer and the goals of the company.
Dispatches calls for service based on the skills needed to assist the customer, driver proximity to customer and type of service vehicle needed.
Completes shift reports timely and accurately; collects driver logs daily; Assists with mileage records, fuel used, repairs made, and other expenses.
Effectively exchange information with dispatcher during shift change so that they are informed and ready for business.
Maintain cleanliness of front offices, lobby, the dispatch office and restroom through ongoing housekeeping and routine cleaning.
Track information necessary to properly complete the COD Log Sheet, the Call Exception Log Sheet as well as the Daily Operations Report Sheet for each shift worked.
Keep accurate records of time of departure or dispatch, time of arrival (10-97) and time of call completion (10-98), tow destinations, all COD charges and/or AAA additional charges (Plus, Premier, Battery); strictly follows company processes for clearing calls, including complete and accurate documentation
Effectively use GPS tools to track the location of company vehicles to aid and assist in prompt service and document progress and or delays encountered in our providing service as well as ensuring the location of the drivers at all times.
Competencies: To perform the job successfully, an individual should demonstrate the following competencies:
Customer Service - Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.
Interpersonal Skills - Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others' ideas and tries new things.
Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
Judgment - Ability to evaluate options in terms of consequences and makes well-reasoned decisions timely.
Professionalism - Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments.
Attendance Punctuality - Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.
Dependability - Can be relied up to meet schedules, deadlines and productivity standards; Completes tasks on time or notifies appropriate person with an alternate plan.
Safety and Security - Attends all safety meetings and trainings. Daily actions demonstrate our standard for a safe and secure work place.
Problem Solving - Identifies and resolves problems in a timely manner; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem solving situations; uses reason even when dealing with emotional topics.
Qualifications: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education and/or Experience: High school diploma or general education degree (GED); or one to three months related experience and/or training; or equivalent combination of education and experience.
Language Skills: Must possess the ability to read and comprehend simple instructions, short correspondence, and memos. Must possess the ability to write simple correspondence. Must possess the ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Mathematical Skills: Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals.
Reasoning Ability: Must 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.
Computer Skills: To perform this job successfully, an individual should have knowledge of, D2000 Database software Internet software, Spreadsheet software, Inventory Software, Project Management Software and Word Processing software.
Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this Job, the employee is:
Standing and Sitting: Specific demands for standing and sitting on this job:
o Occasionally required to stand;
o Frequently required to sit;
Walking and Reaching: Specific demands for walking and reaching on this job:
o Occasionally required to walk and reach with hands and arms
Dexterity and Sense of Touch: Specific demands for sense of touch and dexterity on this job:
o Frequently required to use hand to finger movements, handle, or feel;
Lifting: Specific demands for lifting on this job:
o Occasionally lift and/or move up to 10 pounds
Vision: Specific vision abilities required by this job:
o Close vision
o Color Vision
Verbal and Auditory Demands: Specific talking and vision abilities required by this job:
o Must be able to talk and hear
Work Environment The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
The noise level in the work environment is usually moderate.
