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Dispatcher

Dispatcher

Lazer Tow ServiceGrandview, MO, US
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Job Description

Job Description

ROLES & RESPONSIBILITIES

  • Primary responsibility is answering inbound calls to Lazer Tow main lines.
  • Direct callers to impound & equipment when needed.
  • Collect needed information to set up a customer's tow request.
  • Use map resources to determine the correct location for pickup and tow destination.
  • Collect necessary information for the driver based on the circumstances of the call.
  • Communicate effectively with customers and the dispatcher on duty to determine availability and ETA.
  • Swiftly and accurately create calls in Towbook software.
  • Enter appropriate call details, charges, and addresses in call.
  • Communicate all pertinent information in the call notes as needed.

EXPECTATIONS

  • Knowledge of the greater Kansas City area
  • Ability to utilize map and GPS technology.
  • Basic automotive understanding
  • Knowledge of towing basics and the services we offer.
  • Use all resources to solve problems and provide outstanding service to our customers.
  • 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.
  • Oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
  • Planning / Organizing - Uses time efficiently; makes productive use of downtime; asks for additional work when available.
  • Quality - Demonstrates accuracy and thoroughness; looks to improve and promote quality; applies positive feedback to improve performance; monitors own work to ensure quality.
  • Adaptability - Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation. Able to deal with frequent change, delays, or unexpected events.
  • Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

    • POSITION REQUIREMENTS :

  • Prior experience in an office environment is preferred.
  • High School diploma, GED, or equivalent is required. Ability to speak and read.
  • English fluently is required. The ability to speak and / or read additional language(s) is helpful.
  • This position includes no supervisory duties.
  • Frequent contact with other departments and infrequent contact with the public. Employees in this positon must be able to maintain a calm, professional demeanor while effectively gathering information necessary to provide needed assistance.
  • Working Conditions : This position is mostly sedentary in nature, requires infrequent lifting, pushing, pulling, or carrying of medium sized load. Extended periods of time at a keyboard or computer station will be required. Tasks involve viewing monitors of information display and entry.

    • Physical Requirements :

  • This position is sedentary in nature with minimal tasks that require lifting, pushing, pulling, or carrying medium weight (25-30 pound) loads.
  • Tasks may involve extended periods of time at a keyboard and / or computer workstation. Tasks involve viewing monitors of information display and entry. Employees must be able to communicate in a clear, understandable manner via phone and in-person.
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    Dispatcher • Grandview, MO, US

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