Customer Service Representative / Dispatcher

Job Description

Job Description

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 :

Skilled Required :

Problem solving