Dispatcher/Call Taker

GPKC LLC • Grandview, MO

5d • $17 - $22 • Onsite

About The Position

The primary responsibility of this role is to answer inbound calls to Lazer Tow main lines, direct callers to the appropriate departments, and collect necessary information to set up customer tow requests. This involves using map resources to determine correct locations, gathering details for drivers, and communicating effectively with customers and dispatchers to confirm availability and estimated times of arrival. The role requires accurately creating calls in Towbook software, entering details, charges, and addresses, and documenting all pertinent information in call notes.

Requirements

• Knowledge of the greater Kansas City area.
• Ability to utilize map and GPS technology.
• Basic automotive understanding.
• Knowledge of towing basics and the services offered.
• Ability to use all resources to solve problems and provide outstanding service to customers.
• Customer service skills: 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 skills: Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Planning/Organizing skills: Uses time efficiently, makes productive use of downtime, asks for additional work when available.
• Quality focus: 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.
• 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.
• Employees in this position must be able to maintain a calm, professional demeanor while effectively gathering information necessary to provide needed assistance.

Nice To Haves

• The ability to speak and/or read additional language(s) is helpful.

Responsibilities

• Answering inbound calls to Lazer Tow main lines.
• Directing callers to impound & equipment when needed.
• Collecting needed information to set up a customer's tow request.
• Using map resources to determine the correct location for pickup and tow destination.
• Collecting necessary information for the driver based on the circumstances of the call.
• Communicating effectively with customers and the dispatcher on duty to determine availability and ETA.
• Swiftly and accurately creating calls in Towbook software.
• Entering appropriate call details, charges, and addresses in call.
• Communicating all pertinent information in the call notes as needed.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED