Dispatcher and Customer Service Representative

Position Summary: The Dispatcher is responsible for coordinating towing and roadside assistance requests, assigning drivers to service calls, communicating with customers, and monitoring the timely and safe completion of service requests. This position serves as the primary communication link between customers, tow truck operators, law enforcement, repair facilities, insurance providers, and company management. The ideal candidate is organized, professional, customer-focused, and able to manage multiple requests in a fast-paced environment while maintaining accurate records and effective communication. Essential Duties and Responsibilities: Dispatch and Operations Receive, prioritize, and coordinate incoming towing and roadside assistance requests. Assign calls to appropriate drivers based on location, availability, equipment, service type, and urgency. Monitor driver locations, estimated arrival times, and the status of active service calls. Communicate dispatch instructions, customer information, vehicle details, and service locations to drivers. Adjust dispatch assignments as needed to accommodate emergencies, delays, changing priorities, or staffing availability. Coordinate with law enforcement, property owners, motor clubs, repair facilities, and other authorized parties regarding towing requests. Ensure drivers receive accurate information about vehicle locations, access requirements, and special towing circumstances. Escalate emergencies, service complications, safety concerns, and customer complaints to management when appropriate. Customer Service and Communication Answer incoming telephone calls, emails, and other service requests in a professional and timely manner. Obtain accurate customer information, including location, contact information, vehicle make and model, and requested service. Provide customers with estimated arrival times, service updates, and relevant company procedures. Communicate professionally with customers who may be experiencing stressful or emergency situations. Address routine questions and complaints and refer complex or sensitive matters to management. Maintain a courteous and professional demeanor when interacting with customers, drivers, vendors, and the public. Administrative Responsibilities Enter service requests, dispatch assignments, call details, and completion information into the company's dispatch or recordkeeping system. Maintain accurate logs of calls, driver assignments, arrival times, cancellations, and completed services. Verify and document applicable service rates, payment arrangements, purchase orders, or authorization information in accordance with company procedures. Assist with preparing invoices, processing payments, and reconciling service documentation, as assigned. Maintain organized records of customer communications and service-related incidents. Communicate relevant information to management regarding outstanding calls, operational concerns, and unresolved customer issues. Safety and Compliance Follow company policies and procedures, including communication, documentation, and escalation requirements. Communicate safety concerns and potential hazards to drivers and management promptly. Follow applicable requirements governing customer information, towing authorizations, and service documentation. Protect confidential customer, employee, and company information. Never knowingly dispatch a driver or vehicle in violation of applicable company safety requirements or operational restrictions. Immediately report accidents, complaints involving potential misconduct, and other significant incidents to management. Additional Responsibilities Assist with maintaining an organized and efficient dispatch operation. Support communication between shifts to ensure continuity of service. Perform other job-related duties as assigned by management. Qualifications and Requirements: High school diploma or equivalent preferred. Previous dispatch, customer service, transportation, tow…

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