Dispatch Coordinator

2 weeks ago

Delta, Canada Roadway Towing Ltd. Full time

**About us**

Roadway Towing is committed to providing safe, prompt, and professional towing services. Our towing and recovery team has provided reliable towing services to the Delta and Greater Vancouver Area for over 35 years. We provide service to retail customers, the City of Delta, Delta Police, RCMP, BCAA and other roadside providers.

**Responsibilities**:

- Receive requests for service from customers by phone, mail, or other electronic methods; gather all necessary info and record all details in an accurate manner.
- Plan and coordinate routes and establish work schedule and procedures for drivers to maximize km’s, minimize downtime, and to ensure customer satisfaction by being on time
- Provide price quotes and respond to customer service requests.
- Process and verify calls in the company towing software.
- Processing of vehicles for the VI Program and Warehouseman’s Lien Act.
- Process cash, charge invoices, and payments
- Keep track of the movement and progress of each operator, coordinate changes if needed.
- Ensure timely dispatch of calls
- Monitor status of all calls to ensure promised ETA will be met and when possible, call customers when the ETA may not be met due to a delay
- Guide call dispatchers in carrying out their duties.
- Analyze calls to identify problem or issue, create inferences on why the problem exists and how it can be solved, collect information or data on the issue through research, organize and sort data and findings, develop and execute solutions, analyze which solutions worked or didn’t work, identify ways to improve the solution.
- Be available for after hour’s company emergencies and staff issues.
- Review and analyze process workflow and resources to identify trends and process improvement opportunities
- Manage performance against goals and provide feedback, training, and ensure all employees have the necessary tools and resources to be successful at their jobs

Skills and Qualifications:

- Geographical knowledge of the lower mainland (preferred)
- 2 + years of customer service, (preferred)
- 2+ years of previous dispatch experience, (preferred)
- 2+ years of operations expertise,
- Leadership experience (preferred)
- Customer service skills necessary to effectively and professionally respond to requests and issues verbal and written communication skills necessary to communicate with various audiences and ability to effectively provide employees instruction on process and practice
- Ability to work well with others in a fast-paced office
- Ability to retain information and have excellent organizational skills
- Ability to solve problems in a timely manner and independently in accordance with company policies/procedures
- Excellent attention to detail
- Demonstrated ability to manage high-stress situations calmly and effectively
- Demonstrated ability to actively manage multiple, concurrent projects
- Ability to inspire a shared vision and empower and motivate a team
- Ability to mentor, coach, and act as a knowledge resource to other employees
- Demonstrated ability to build professional rapport, effectively lead a team and positively influence diverse groups
- Proficient in MS Office (Excel and Word) with an ability to quickly learn new software.
- Critical thinking skills

**Job Types**: Full-time, Permanent

**Salary**: From $25.00 per hour

**Benefits**:

- Dental care
- Extended health care
- On-site parking
- Vision care

Schedule:

- 8 hour shift
- Day shift

Ability to commute/relocate:

- Delta, BC V4G 1A1: reliably commute or plan to relocate before starting work (required)

**Experience**:

- Leadership: 1 year (preferred)

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