Towing Dispatcher

Call Intake & Assessment

• Answer and screen incoming calls from law enforcement, roadside assistance programs, customers, and internal staff.
• Gather all critical details, including location, vehicle type, condition, hazards, and special instructions.
• Identify the call type (e.g., Law Enforcement 180’s, accident, private property tow, standard roadside).
• Immediately notify management of any evidence tow requests.

Dispatching Tow Operators

• Prioritize calls by category: Law Enforcement, Account Calls, Private Property, Cash Calls.
• Assign the appropriate truck and operator based on vehicle type, required equipment, and proximity.
• Relay clear and accurate details to drivers to ensure quick, safe response.

Track driver availability, rotation lists, and law enforcement requirements (Lunch, Late Start, Early End, Breaks) for compliance.

Communication & Coordination

• Act as the primary point of contact between customers, drivers, law enforcement, repair shops, and management.
• Provide real-time updates on ETAs and job status to customers and agencies.
• Coordinate drop-offs to storage yards, dealerships, or repair facilities.
• Provide accurate information to insurance companies, lien holders, tow companies, and registered owners regarding payments, required documentation, vehicle status, and location.
• Notify management of any drivers operating in non-assigned trucks.

Monitoring & Job Tracking

• Use Verizon Reveal Tracking to monitor truck locations, driver status, and response times in real time.
• Utilize Towbook to track active jobs and ensure timely completion.
• Maintain oversight of ongoing jobs, reassigning as needed to avoid delays or complications.
• Review job details, paperwork, and billing for accuracy.
• Conduct daily audits of completed calls to ensure proper after-hour fees and documentation are applied to Law Enforcement, Cash Calls, and Private Property tows.

Customer Service

• Communicate with stranded motorists and upset callers calmly and professionally.
• Quote and explain tow and storage charges clearly to customers.
• Provide insurance companies, salvage pools (IAA, Copart), and lien holders with accurate vehicle status and release information.
• Act as backup for vehicle releases to assist yard staff when needed.
• Handle complaints diplomatically and escalate to management when necessary.

Problem-Solving & Driver Support

• Respond quickly to emergencies such as driver delays, accidents, or safety concerns.
• Provide drivers with directions, customer contact info, or special handling instructions.
• Reassign or escalate jobs as necessary to maintain service levels.

Pay: $23.41 - $28.20 per hour

Expected hours: 20.0 – 40.0 per week

Work Location: In person

Salary : $23 - $28