Essential Duties and Responsibilities Include the following. Other duties may be assigned.
Ø Efficiently and accurately dispatches Operators and equipment for emergency and non-emergency service and ensures proper tracking of resources.
Ø Utilize problem-solving, strategy, and creativity to ensure timely and accurate service
Ø Relay information to Call Center team with clarity and efficiency.
Ø Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
Ø 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.
Ø Assist customers in releasing vehicles by following all proper procedures and providing high quality customer service.
Ø Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.
COMPETENCY
Requirements
Ø Using reason even when dealing with emotional topics or situations.
Ø Possess the ability to multitask and meet demands during high volume periods.
Ø 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.
Ø 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.
Ø Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
Ø 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.
Ø 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.
Responsibilities
Ø Maintains the status of all assigned resources
Ø Maintains the incoming of calls and dispatches them in a timely manner
Ø Updates and communicates with customer ETAs and Delays
