Dispatcher

Vehicle Management Solutions•North Las Vegas, NV

25d•$0 - $17

About The Position

The Dispatcher orchestrates dispatch operations to ensure timely, professional responses to tow requests by efficiently directing tow drivers and trucks. The role operates in a fast-paced environment and involves computer use and multitasking, with the goal of pleasing customers while working cost-effectively. The Dispatcher also assists customers retrieving vehicles or property from vehicles; evaluates ownership documents; answers phones and provides price quotes; performs filing, computer lookup and data entry; arranges re-tows; handles cash; and conducts vehicle inspections. The position receives and responds to customer, law enforcement, and coworker requests by telephone, radio, and computer-aided dispatch systems. It evaluates incoming information, assigns trucks based on availability, monitors drivers and their locations, maintains accurate system records, and coordinates with driver leads, supervisors, managers, and sales. The role also communicates towing details and pricing, processes customer payments, supports vehicle and impound-related procedures, and maintains courteous, professional service and a safe working atmosphere. The Dispatcher must be available to work all shifts as required. The physical demands may include prolonged sitting, standing, periodic walking, reaching, filing or storing materials, and lifting. The qualifications include a high school diploma or GED, being at least 21 years old, a Nevada driver's license, previous customer service and dispatch experience, familiarity with local geography, computer skills including Excel and Microsoft Word, cash-handling experience, and the ability to lift at least 50 pounds.

Requirements

High school diploma or General Education Degree (GED).
Must be at least 21 years of age.
Must have a Nevada driver's license.
Previous customer service and dispatch experience.
Knowledge of streets, cross-streets, highway exits, and directions.
General computer knowledge, including Excel and Microsoft Word.
Previous cash-handling experience.
Ability to lift at least 50 pounds.
Ability to work all shifts as required.
Ability to multitask and coordinate simultaneous mental, manual, and visual activities.
Ability to communicate clearly and concisely using telephone and two-way radio equipment.
Ability to think clearly, act expeditiously, and establish effective working relationships with customers and coworkers.
Ability to read and interpret procedure manuals, work instructions, and software manuals; write routine reports and correspondence; and communicate well with customers.
Ability to add, subtract, multiply, and divide using whole numbers, common fractions, and decimals.
Ability to apply common-sense understanding to instructions and handle problems involving several concrete variables in standardized situations.

Nice To Haves

Knowledge of dispatch and customer-service software, including TOPS, Omadi, Auto Return, Teletrac, and ACT, and familiarity with the FAST camera system.
Knowledge of the Las Vegas metropolitan area and surrounding geography.
Knowledge of company policies for Private Impounds, Walk and Tag Impounds, and Immediate Tows.
Knowledge of company product lines and customer base.
Knowledge of heavy-, medium-, and light-duty and Landoll rates for clearing out DRs and quoting local tows.

Responsibilities

Adhere to URT policies and procedures and ensure Operations Representative employees follow them.
Orchestrate and direct dispatch operations efficiently and effectively.
Coordinate with the Driver Supervisor to maximize tows and minimize response times.
Establish and maintain a professional and safe working atmosphere within dispatch.
Receive and respond to calls from customers, law enforcement agencies, and coworkers by telephone, radio, and computer-aided dispatch systems.
Process and evaluate incoming information and dispatch the required trucks according to closest availability.
Monitor and coordinate driver activity and assignments through communication devices, and maintain driver status and location information.
Use computers, radio systems, telephones, fax machines, and other communications equipment; enter data into TOPS immediately and accurately.
Ensure flatbed drivers double up on tows unless dispatch directs them to bring in a single unit.
Notify Driver Leads about driver-related issues and notify the manager about urgent or important issues.
Answer calls courteously, professionally, and promptly; identify yourself to callers and avoid leaving customers on hold for more than two minutes.
For non-law-enforcement calls, provide drivers with relevant customer, vehicle, location, destination, tow-reason, and payment information; record special instructions in driver’s notes and other information in dispatch notes.
Understand applicable pricing structures and tariffs, including rates for charge, COD, private-impound, law-enforcement, Cross Country, and VIP customers.
Contact a manager about policy discrepancies, including cash shortages or missing payments.
Assess vehicle condition as part of transport inspections.
Process customer cash, credit cards, checks, and accounts-receivable information.
Refer requests for quotes outside the Las Vegas Valley to a driver lead or supervisor.
Notify Sales by email when a Private Impound requires a PPI Generic account setup.
Alert driver leads or a supervisor when all scheduled drivers are on active calls so on-call drivers can be contacted if needed.
Notify law enforcement by fax within 60 minutes after towing Private Impounds, Walk and Tags, and Immediate Tows.
Understand and perform the process for clearing out DRs.
Answer customer questions or obtain the caller’s name and number and contact a manager when unable to provide an answer.
Maintain dependable attendance and communicate courteously and professionally with customers, drivers, and coworkers.
Read and interpret procedures and manuals, write routine reports and correspondence, perform basic arithmetic, and input and retrieve data from appropriate systems.