Lead Dispatcher, Roadside Assistance

Estes Express Lines•Charlotte, NC

3d•Onsite

About The Position

Assist with leading the day-to-day activities of employees in the Fleet Services RSA (Roadside Assistance) department. Serve as the first escalation point for employee questions and issues. Provide needed training and coaching in collaboration with the Supervisor and/or Director. Monitor and follow up on employees’ responsibilities to ensure timely and accurate work. Create action plans for areas needing improvement in collaboration with the Supervisor and/or Director. Ability to communicate and work closely with internal and external customers to identify problems, implement solutions and follow up to ensure excellent customer service. Contribute to collaboratively creating and managing processes; and assist with the creation and development of tools that increase productivity and efficiency. Regular attendance is required. This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Requirements

High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
3 years of strong customer service focus required
Excellent oral, written and listening communication skills required
Organized with strong attention to detail required
Ability to lead others and be recognized as a knowledge resource required
Ability to identify problems, resolve and follow up to ensure timely correction implementation required
Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
Must be able to comply with all company policies, rules, procedures and Code of Conduct
Must be able to interact well with others
Must be able to work independently, or in a team setting
Must be capable of working under tight time constraints in a high volume environment with multiple priorities
Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
Must be authorized to work in the United States

Nice To Haves

System savvy with strong experience with TMT and Kronos highly preferred

Responsibilities

Assist with leading the day-to-day activities of employees in the Fleet Services RSA (Roadside Assistance) department
Serve as first escalation point for employee questions and issues
Provide needed training and coaching in collaboration with the Supervisor and/or Director
Monitor and follow up on employees’ responsibilities to ensure timely and accurate work
Create action plans for areas needing improvement in collaboration with the Supervisor and/or Director
Communicate and work closely with internal and external customers to identify problems, implement solutions and follow up to ensure excellent customer service
Contribute to collaboratively creating and managing processes
Assist with the creation and development of tools that increase productivity and efficiency
Regular attendance is required
Perform any and all other duties as assigned