Dispatcher ( days, nights, and weekends )

Position Overview OTR Service Inc. is seeking dependable, motivated, and detail-oriented dispatchers to join our growing team. Our dispatchers play a critical role in keeping daily operations running smoothly by coordinating roadside service calls, managing customer communications, dispatching technicians, and ensuring jobs are completed efficiently. This position requires excellent communication skills, multitasking abilities, teamwork, and a strong sense of urgency. Dispatching is more than just answering phones. Every dispatcher is responsible for managing phone calls, monitoring emails, communicating with customers, supporting technicians, and following service calls from beginning to end. Primary Job Responsibilities 1. Incoming Calls & Service Requests Answer incoming customer calls professionally and promptly. Gather accurate information regarding breakdowns, equipment issues, locations, and customer needs. Create and document service requests with complete and accurate information. Prioritize emergency roadside calls appropriately. 2. Email Management Actively monitor all company dispatch email accounts throughout the shift. Respond promptly to incoming service requests and customer inquiries. Accept and coordinate jobs received through email. Communicate with customers regarding service updates, ETAs, and job completion. Notify fellow dispatchers when taking responsibility for an email or service request. Ensure no emails are overlooked or left unanswered unnecessarily. 3. Technician Dispatch & Coordination Assign service calls to available technicians based on location, availability, and job requirements. Provide technicians with accurate job details and customer information. Monitor technician progress and maintain communication throughout each service call. Assist technicians with obtaining additional information when needed. Coordinate with management when technical assistance or additional resources are required. 4. Customer Communication Provide professional and timely updates to customers. Communicate technician ETAs, delays, repair progress, and job completion. Respond to customer requests for updates without unnecessary delays. Handle customer concerns professionally and escalate issues when necessary. Maintain positive relationships with customers through dependable communication. 5. Job Tracking & Documentation Track all active service calls from dispatch through completion. Maintain accurate job notes, technician updates, and service records. Ensure completed jobs have the necessary documentation for billing. Follow up on outstanding service calls and unresolved issues. Communicate important information to incoming dispatchers during shift changes. 6. Teamwork & Accountability Work together with fellow dispatchers to manage the daily workload. Assist with phone calls, emails, and service updates regardless of who originally accepted the job. Maintain communication within company dispatch group threads. Take initiative when another dispatcher needs assistance. Remain productive and attentive throughout the entire scheduled shift. Take ownership of assigned responsibilities and follow through until completion. Required Qualifications Strong verbal and written communication skills. Ability to multitask in a fast-paced environment. Excellent organizational and time-management skills. Basic computer skills and the ability to manage multiple email conversations. Ability to remain calm and professional under pressure. Dependable attendance and punctuality. Strong attention to detail. Ability to work independently while contributing to a team environment. Trucking, transportation, dispatching, or mechanical knowledge is preferred but not required. Performance Expectations At OTR Service Inc., we hold our dispatch team to a high standard of professionalism, accountability, and customer service. Every dispatcher is expected to: Stay actively engaged in daily operations. Share responsibility for both phone calls and …

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