Dispatcher

Job Description

Job Description

Job Summary:

The Dispatcher plays a key role in ensuring the efficiency, reliability, and professionalism of Hineman’s towing and roadside assistance operations.

The Dispatcher is responsible for managing the active dispatch board during their scheduled shift, coordinating drivers and service calls, communicating with customers, capturing private-pay business, and ensuring completed calls are properly documented, closed, and paid or invoiced.

This position requires someone who can make sound decisions, stay organized under pressure, and take ownership of problems through resolution.

 
Position Type:
Full-time – Monday – Friday - 10:00 AM – 8:00 PM (Some flexibility may be required.) Weekends or Holidays as needed

Daily Tasks

·        Answer inbound calls for towing and roadside assistance requests.

·        Contact motor club members upon receipt of service requests and confirm service details.

·        Maintain proactive communication with customers regarding ETAs, delays, changes, and service concerns.

·        Accurately quote and book private towing and roadside services using company pricing guidelines.

·        Dispatch and route drivers based on location, availability, staging, vehicle capability, job requirements, and overall fleet efficiency.

·        Actively manage the dispatch board throughout the shift, identifying delays, unassigned calls, driver availability, and potential service issues.

·        Assist drivers with payment collection, motor club communication, customer issues, and other on-scene problems.

·        Monitor active calls and provide customers with accurate and realistic ETA ranges.

·        Coordinate with subcontractors when company resources are unavailable or when specialized equipment is required.

·        Audit completed calls to ensure proper closure, documentation, payment collection, or accurate invoicing.

·        Accurately enter and maintain call information within company dispatch software.

·        Promptly follow up on missed calls to recover potential service opportunities.

·        Perform customer recovery and follow-up calls regarding previous service issues, complaints, or service failures when necessary.

·        Ensure dispatch systems and answering services are updated with the correct scheduled personnel.

·        Assist management with impound vehicle processing, required documentation, and salvor-related administrative tasks.

·        Assist management with daily reconciliation and closeout of collected payments when necessary.

What Makes a Great Fit (Soft Skills & Attributes) :

A successful Dispatcher:

• Communicates clearly and professionally by phone, text, and email.
• Can multitask and maintain organization in a fast-paced towing environment.
• Makes quick, sound decisions while balancing customer needs, driver availability, response times, and operational efficiency.
• Remains calm and professional when handling upset customers, roadside emergencies, and unexpected operational issues.
• Takes ownership of problems and follows them through to resolution.
• Pays close attention to detail and takes pride in accurate documentation.
• Is comfortable discussing pricing and converting customer inquiries into booked service calls.
• Has excellent interpersonal skills with the ability to connect with people from all backgrounds.
• Builds productive working relationships with customers, drivers, motor clubs, vendors, subcontractors, and management.
• Works effectively both independently and as part of a team.
• Is dependable, accountable, and able to adapt as call volume and operational priorities change.

Qualifications:

·        Excellent verbal and written communication skills

·        Strong organizational skills, attention to detail, and ability to multitask in a fast-paced environment

·        Ability to prioritize competing demands, solve problems, and make sound decisions independently

·        Comfortable using computers, phones, tablets, and multiple software systems efficiently

·        Ability to remain calm, professional, and solution-focused when handling difficult or high-pressure situations

·        Comfortable discussing service pricing, quoting customers, and collecting payments

·        Dependable, punctual, and able to work both independently and as part of a team

·        Maintain professional appearance and conduct

·        Must successfully pass required background check and drug screening

Preferred (but not required)

·        Previous experience in dispatch, call center operations, logistics, transportation, roadside assistance, or towing

·        Customer service, service coordination, or phone-based sales experience

·        Experience coordinating multiple staff members, vehicles, or service calls simultaneously is a plus

Physical Requirements / Conditions:

·        Primarily administrative/office -based position with extended periods of sitting and computer use

·        Ability to occasionally stand, walk, bend, reach, and move throughout the office and facility

·        Ability to occasionally lift and carry office materials or supplies up to 25 pounds

·        Ability to effectively communicate verbally and in writing

·        Ability to read, review, and accurately complete documents and electronic records

·        Ability to operate a computer, keyboard, phone, tablet, and other standard office equipment throughout the workday

·        Ability to perform repetitive keyboard and data-entry tasks

·        Ability to maintain attention and concentration while managing multiple calls, screens, and tasks

·        Regular interaction with customers, drivers, coworkers, vendors, and other business partners by phone, electronic communication, and in person