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Customer Service Representative / Dispatcher

Posted on Dec. 9, 2024

Answers customer calls and records details correctly in order to dispatch the correct workers and equipment in a timely manner.

Essential Job Functions:

Must work safely
Must provide great customer service
Must work as a team
Promptly answers incoming calls from customers in need of services
Accurately tracks all calls from initiation through completion
Coordinates service and schedules of drivers and technicians
Monitors location of personnel and/or equipment
Answers multiple phone lines
Prioritize calls in order to schedule and dispatch workers and appropriate service units
Determines the response needed for all dispatching situations
Records, coordinates and maintains records of all calls and dispatches
Communicates effectively with drivers to ensure they are responding to the correct location and status
Handles customer complaints and concerns, notifying management of issues beyond their scope of authority
Manages impound yard inventory
Contact shippers for loads for OTR driver and follow-up w/payments
Updates AAA dispatch regularly (at least 2 times per call)
Contacts customers to collect payments.
Expected to follow company policies as outlined in the company’s Employee Handbook
Maintains high attendance standards, including being on time at the start of shifts and when returning from scheduled breaks.
Participates in training and development of dispatchers
Performs other duties as assigned by management.

Experience Required:

High School Diploma or GED
2 years’ experience in dispatching; customer service; and record keeping, and various administrative duties
Keyboarding and Computer Experience in Windows based programs

Skilled Required: