Dispatcher, Customer Service​/HelpDesk

Overview

Dispatcher job descriptions for Merrifield and Alexandria locations. Schedules vary by location and shift, including multiple day patterns and weekend requirements. This section consolidates the available shifts and locations without altering the original intent.

• Merrifield
  
  Location:
  
  8am-6pm Mon-Tues, off Wednesday, Thurs-Friday. Work every 3rd Saturday of the month with Wed and Thurs off that week.
• 9am-7pm Tuesday-Friday. Work every 2nd Saturday of each month with that week off Monday and Tuesday.
• 7am-7pm Monday-Wednesday.
• Alexandria
  
  Location:
  
  PPI Dispatcher, 8pm-4am Thursday, 10pm-6am Friday, 7pm-7am Saturday & Sunday.

Summary:

Essential Duties and Responsibilities Include the following. Other duties may be assigned.

• Efficiently and accurately dispatches Operators and equipment for emergency and non-emergency service and ensures proper tracking of resources.
• Utilize problem-solving, strategy, and creativity to ensure timely and accurate service.
• Relay information to Call Center team with clarity and efficiency.
• Utilize a phone to communicate with customers; be able to hold, transfer, and answer the phone in a timely and professional manner.
• Has mastered the role of the Call-Taker and understands basic procedures for towing and roadside service to better assist customers and dispatch effectively.
• Assist customers in releasing vehicles by following proper procedures and providing high quality customer service.
• Follow proper phone etiquette and maintain professionalism with coworkers, supervisors, and clients.

• Using reason even when dealing with emotional topics or situations.
• Ability to multitask and meet demands during high-volume periods.
• Ability to perform arithmetic in all units of measure, including whole numbers, fractions, and decimals; ability to compute rates, ratios, percentages and to draw and interpret bar graphs.
• Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions and to deal with problems involving a few concrete variables.
• Understands how to use GPS to communicate ETAs and relay information to customers and co-workers; uses GPS to maximize resources and ensure proper staging of trucks in high call volume areas.
• Displays willingness to make decisions and exercises sound and accurate judgment; communicates reasoning and acts timely.

• Maintains the status of all assigned resources.
• Maintains incoming calls and dispatches them in a timely manner.
• Updates and communicates with customer ETAs and delays.
• Leads shift when the Manager or Shift Leader is absent.
• Maximizes resource management by coordinating with other companies to maintain call handling efficiency; assists other companies with calls when possible.
• Ensures proper turnover to relief verbally and in writing to prevent missed communications.
• Contacts Managers to address issues with equipment, operators, and schedules to properly manage resources.
• With the Dispatch Support person, ensures all information (photos, vehicle information, notes, payment information, etc.) is captured prior to completing calls; notes delinquent information for pricing adjustments.

• Demonstrates active listening and asks clarifying questions as needed.
• Maintains professionalism, integrity, and clarity in all communications.
• Speaks clearly and persuasively in varying situations; responds to questions based on policy and procedures.
• Contributes to a collaborative, team-oriented environment.
• Works well with others regardless of role; communicates teamwork effectively to managers and coworkers.

• Maintains personal appearance and uniforms in compliance with company standards.
• Approaches others tactfully, remains calm under pressure, and treats others with respect.
• Manages difficult or emotional customer situations professionally and delivers quality customer service with timely responses.
• Consistently attends work on time and follows through on commitments; supports leadership when needed.
• Maintains excellent attendance and participates in training as requested.

• Sets and achieves goals; demonstrates persistence and measures performance against standards.
• Uses time efficiently; demonstrates accuracy and thoroughness; seeks quality improvements and applies feedback.
• Maintains attention to detail, prioritizes work, and meets productivity standards.
• Adapts to changes in the work environment and handles frequent changes or unexpected events.
• Participates in ongoing training or corrective training when necessary.