Dispatch Call Taker

JNI Hauling LLC•Florissant, MO

1d•$17 - $20

About The Position

The Dispatch Call Taker answers inbound calls for A2B, Bolin, A&A, Cardinal, Hoods, and multi-main lines. The role gathers information for towing requests, uses maps to identify pickup and destination locations, and provides drivers with information relevant to each call. The Call Taker works with customers and the dispatcher on duty to confirm availability and estimated arrival times, then creates and updates calls in TOPS software with accurate details, charges, addresses, and notes. The position requires training during the day and a calm, professional manner when gathering information and assisting callers.

Requirements

High school diploma, GED, or equivalent.
Ability to speak and read English fluently.
Knowledge of the greater St. Louis area.
Ability to use map and GPS technology.
Basic automotive understanding.
Knowledge of towing basics and the services offered.
Ability to communicate clearly and understandably by phone and in person.
Ability to maintain a calm, professional demeanor while gathering information.
Must be able to train during the day.

Nice To Haves

Prior experience in an office environment is preferred.
Ability to speak and/or read additional languages is helpful.

Responsibilities

Answer inbound calls to A2B, Bolin, A&A, Cardinal, Hoods, and multi-main lines.
Direct callers to impound and equipment when needed.
Collect the information required to set up a customer's tow request.
Use map resources to determine the correct pickup location and tow destination.
Collect information needed by the driver based on the circumstances of the call.
Communicate with customers and the dispatcher on duty to determine availability and ETA.
Create calls swiftly and accurately in TOPS software.
Enter appropriate call details, charges, and addresses in each call.
Add pertinent information to call notes as needed.
Use available resources to solve problems and provide customer service.
Manage difficult or emotional customer situations, respond promptly to needs and requests, solicit feedback, and meet commitments.
Communicate clearly, listen, seek clarification, and respond to questions.
Use time efficiently, make productive use of downtime, and ask for additional work when available.
Maintain accuracy and thoroughness, promote quality, and monitor work for quality.
Adapt to changes, competing demands, delays, and unexpected events.
Follow instructions and management direction, take responsibility, keep commitments, and complete tasks on time or communicate an alternate plan.
Maintain a calm, professional demeanor while gathering information and providing assistance.