[Hiring] Emergency Road Service Dispatcher @Boss Truck Shops, Inc

Role Description

The ERS Dispatcher is responsible for providing exceptional customer service and dispatching technicians in emergency situations. ERS Dispatchers will be instrumental in creating an environment of service excellence that transcends service levels commonly experienced in the industry. This role operates in a fast-paced, high service environment where business is conducted with integrity and in a positive, respectful, and timely manner.

Starting Wage: $14-18 per hour

Responsibilities

• Provides a high quality of customer service experience and exceeds expectations of internal and external customers by handling all questions, complaints, and inquiries with the highest degree of professionalism.
• Receives information at a fast pace and with high accuracy down to the smallest detail.
• Locates breakdowns using maps and understands highway and interstate systems across the United States.
• Operates a switchboard and phone, standard with call center operations.
• Creates cases within general ticket writing software for tracking purposes, standard with call center operations.
• Dispatches technicians to breakdown sites and provides them with all appropriate details, equipment, and inventory.
• Dispatches in an electronic format and over the phone.
• Communicates regularly with individuals within the Call Center and with individuals at locations with high accuracy and at a high level.
• Prepares finalized work orders for payment and follows all processes of collecting payment from customers.
• Reports for work in a timely manner when scheduled.

Additional Job Duties

• Assists in other duties, as assigned.

Supervisory Responsibilities

• This position has no supervisory responsibilities.

Qualifications

• Possess one of the following:
  • One to three years call center experience.
  • One to three years in customer service.
  • One to two years in automotive or diesel repair facility.
  • Experience working in a remote setting.
• Available to work weekends and holidays as needed.
• Must be able to operate a computer and use the following programs efficiently:
  • Microsoft Excel
  • Microsoft Word
  • Microsoft Outlook
  • Internet browsers such as Internet Explorer & Google Chrome
  • Customer service software standard in a call center environment
  • Proprietary business communication platforms
• Must be able to type up to 30+ WPM.
• Possess general mechanical knowledge or have the ability to learn general and preventative maintenance within the diesel industry.
• Ability to multitask, have thorough follow-up skills, and the ability to diffuse situations with customers.
• Must have good listening skills and be able to take information at a fast pace.
• Must be able to communicate in English – IF APPLICABLE.
• Able and willing to deliver friendly, courteous, and prompt customer service.
• Able and willing to work cooperatively with other team members.
• Have internet access within the home, 10 Mbps up and 10 Mbps down minimum.
• Have a space within the home to set up work equipment, up to three monitors.

Physical Requirements

The physical demands described here are representative of those that must be met by the Emergency Road Service Dispatcher (ERS) to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform essential functions, provided such accommodations do not create an undue hardship for the Company.

• The employee must occasionally lift and/or move up to 30 lbs.
• While performing the duties of this job, the employee is required to sit for long periods of time and occasionally required to stand, walk, use hands and fingers, handle or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch or crawl, talk and hear.

Benefits

• Paid vacation
• 401K and matching contributions
• Health, dental and vision insurance
• Short and long term disability insurance
• Life insurance
• A clearly defined path for growth
• On-demand pay with PayActiv (access to earned but not yet paid wages)
• And much more!