Dispatcher/call Taker

**Responsibilities**:

- **Safety and Compliance**: Enhance safety and compliance by monitoring the GPS system and confirming that drivers have completed their Driver Vehicle Inspection Reports (DVIR) before being assigned tow requests.
- **Customer Service**: Answer incoming phone calls and online requests from customers and accounts who are interested in using our services. Provide high-quality customer service to enhance customer satisfaction.
- **Call Management**: Proactively plan and prepare calls in advance, ensuring all information is meticulously recorded and documented.
- **Roll Call**: Conduct a structured roll call via our two-way radio system at the start of each shift to ensure all drivers are present and ready to be assigned tow calls.
- **Driver Management**: Manage and assign daily duties to drivers based on incoming requests and calls, using the daily driver schedule to determine availability.
- **Route Monitoring**: Utilize GPS software to monitor drivers' progress and ensure they are following the most efficient route to reach their destination promptly. Assign drivers who are closest to the incident location based on GPS data.
- **Communication Hub**: Serve as the main point of contact between drivers and customers, facilitating communication as needed. Provide estimated arrival times (ETAs) and other pertinent information.
- **Driver Assignment**: Assign drivers by evaluating their current status, tasks, truck type, equipment, and proximity to the service or tow location. Verify and cross-check the accuracy of call details to ensure efficient resource deployment.
- **Monitor Systems**: Continuously monitor the dispatching software to stay updated on incoming service and tow requests.
- **Assistance with Impound Vehicles**: Assist customers whose vehicles have been towed by explaining the process for retrieving their vehicles, the costs involved, and any other relevant details.
- **Data Verification**: Confirm details such as the owner’s name, VIN, and license plate number before sharing any information to ensure confidentiality. Record all relevant details provided by the customer for accurate identification of vehicles.
- **Documentation**: Inform customers about the necessary documentation and personal identification required to release and collect their vehicle.
- **Release Process**: Help customers with the process of releasing their vehicle, including completing all necessary paperwork before the release.
- **Transaction Processing**: Handle transactions using cash, debit, or credit cards and maintain a record of all receipts and documents. Ensure all paperwork is accurately completed before releasing a vehicle.
- **Accurate Billing**: Review and verify the information and rates provided on invoices to ensure accuracy.
- **Training and Support**: Assist the Office Manager with training and onboarding new hires.
- **Escalation**: Escalate any challenging situations to the Office Manager if a customer becomes agitated or difficult to manage.
- **Shift Handover**: Communicate any important special instructions provided during your shift to the team members taking over.
- **Problem-Solving**: Address and resolve any issues or conflicts that arise during dispatching.

**Job Competency Requirements - Note Special Skills Required**:

- **Critical Thinking**: Strong critical thinking skills with the ability to work effectively both individually and as part of a team.
- **Pressure Management**: Performs effectively under pressure and maintains composure during peak hours of the shift.
- **Organizational Skills**: Demonstrates exceptional organizational and time management skills.
- **Decision-Making**: Exhibits strong decision-making and problem-solving abilities, particularly under pressure.
- **Attention to Detail**: Pays meticulous attention to detail during shifts.
- **Confidentiality**: Possesses the capability to handle confidential and sensitive information.
- **Team Contribution**: Contributes to a positive team environment by being solution-focused rather than problem-focused.
- **Customer Service**: Displays exceptional customer service skills.

**Job Qualifications**:

- **Experience**: Prior experience in the towing industry or in a customer-facing or customer representative role is considered an asset.
- **Education**: Post-secondary education, including a diploma, GED, or Bachelor's degree (preferred).
- **Communication Skills**: Excellent written and verbal communication skills.
- **Multi-Tasking and Adaptability**: Ability to efficiently manage multiple situations simultaneously, adapt quickly to changes, and make timely, thoughtful decisions.
- **Computer Proficiency**: Proficiency in using computers; typing skills are an asset.
- **Geographical Knowledge**: Excellent geographical knowledge of the Greater Toronto Area (GTA).
- **Dispatch Skills**: Ability to plan calls and efficiently dispatch drivers.

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

Pay: $18.50-$25.00 per