Job Description

Our client is seeking Dispatchers to Effectively dispatch club owned fleet vehicles or contractors to provide efficient emergency road service in their Albany location.

Education/Experience Requirement (s) :

High School Diploma or equivalent

Basic automotive knowledge

Previous dispatching and/or call taking experience

ESSENTIAL DUTIES & RESPONSIBILITIES:

1. Receives incoming emergency road service calls from members. Dispatches and enroute tow trucks to correct locations. Follows up on emergency calls to ensure members receive road service.
2. Prioritizes calls based on various criteria (safety, weather, traffic, location, etc) and ensures that police and other emergency calls are handled within established time frames.
3. Track Fleet driver productivity, lunches, behaviors in Fleet Tracker.
4. Utilize Samsara to track Fleet driver productivity.
5. Assist membership with member packets and renewal callbacks.
6. Communicate with affiliate clubs regarding membership status and approvals.
7. Conduct KMI (Keeping Members Informed) Procedure.
8. Dispatch private contractor network effectively.
9. Assists training new road service dispatching personnel.
10. Respond to Podium Requests.
11. Assist the ERS Manager/Admin & Fleet Supervisor with the investigation of towing damage complaints from members.
12. Monitor phone queues.
13. Assist drivers with battery inventory scans.
14. Assist with member complaint escalation.
15. And/or other duties as may be assigned.

REQUIRED SKILLS AND ABILITIES :

• Flexibility required for scheduling on weekends and evenings. Ability to work over-time and holidays, required. Hours are subject to change based on business needs.
• Excellent phone manner/etiquette and customer service skills.
• Excellent organizational skills and attention to detail.
• Patience and empathy for people in stressful situations.
• Knowledge of the Capital District, surrounding counties and rural communities.
• Ability to handle fast paced situations and work in similar environment.
• Excellent computer skills including email and data entry.
• Ability to use Google maps and other technical mapping sites.
• Basic automotive knowledge.

PHYSICAL SKILLS:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Ability to work at a computer for prolonged periods of time.
• Ability to sit at a desk for prolonged periods of time.

WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an employee encounters while performing the essentials functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

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