Tow Truck Dispatcher

Tow Truck Dispatcher

Department:     Distribution

Reports To:    Customer Service Manager

Status:        Non-Exempt

Description:  The Tow Truck Dispatcher is responsible for coordinating and dispatching tow trucks to customers and vendors. This role requires excellent communication skills, quick decision-making abilities, and a strong understanding of geographical areas. The dispatcher will handle incoming calls, manage tow truck drivers' schedules, and ensure efficient and timely service pick-up.

Duties and Responsibilities include the following.  Other duties may be assigned.  

• Answers incoming calls from customers and/or vendors requiring tow services

• Gathers necessary information from customers and/or vendors via call, text or email.

• Provide anticipated dates on arrival times and pickup details

• Dispatches tow truck drivers to customer locations based on proximity, availability, in tow vehicles tow-ability/capacity and urgency of the pickups.

• Ensures all pickups are completed within 48 hours of initial dispatch.

• Monitors and tracks the status of active tows and adjusts pickups as needed

• Ensures daily runs are routed, optimized, published, properly printed, and at a reasonable length by coordinating various pick ups and manually added stops

• Completes all necessary paperwork as outlined in the operating procedures for the position.

• Be the primary point of contact that accurately addresses tow truck driver questions and/or concerns while they are on the road

• Utilizes dispatch software, GPS tracking systems, and other technology tools to manage and monitor operations

• Maintains accurate records of customer interactions, job details, and driver assignments using proprietary software and email.

• Follows all company safety policies and procedures while operating equipment without causing damage or harm to people, property or equipment.

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 essential functions.

Language Ability:

Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of customers or employees of organization.

Math Ability:

Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent.

Education/Experience:

High school diploma or general education degree (GED); or equivalent combination of education and experience. Previous experience in dispatching, customer service, or a related field preferred. Experience or knowledge in the automotive industry.  

Certificates and Licenses: 

Valid driver’s license.  Forklift certification. Training and certification available.

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 regularly required to stand, walk, use hands, reach with hands and arms, and talk or hear.  The employee is frequently required to climb or balance and stoop, kneel, crouch, or crawl.  The employee must regularly lift and/or move up to 50 pounds.  The employee must occasionally lift and/or move up to 100 pounds.  For heavier merchandise lifting devices and/or assistance is required.

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.

While performing the duties of this job, the employee is regularly exposed to work near moving mechanical parts, fumes or airborne particles, and outdoor weather conditions.   This is a smoke free environment for safety reasons.

The noise level in the work environment is usually loud.

Disclaimer:

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to this job at any time.

Equal Employment:

Wilbert's is an equal employment organization that hires employees without regard to race, religion, color, national origin, citizenship, gender, age, veteran status, disability or any other protected characteristic in accordance with Federal and State employment laws.