Central Dispatcher

West Michigan International / K&R Truck Sales; Grand Rapids (MI); On-site; USD 42,000 - 58,000; Full time

Benefits offered by this job

Medical, Dental, and Vision insurance

401K with company match

HSA and FSA options

Disability coverage

Paid Holidays

Sick leave and PTO

Job summary

West Michigan International (WMI) in Grand Rapids, MI is seeking a Central Dispatcher to coordinate towing, roadside service, and dispatch activities. You will be the primary link between customers, drivers, law enforcement, and service partners to ensure rapid, accurate updates and efficient scheduling.

The role requires quick decision-making, strong communication, and a calm presence in high-pressure situations.

Qualifications

• Organized and friendly with strong communication skills.
• Able to manage others and handle multiple tasks efficiently.
• Professional appearance and time management.
• Strong technical or mechanical background in transportation.

Responsibilities

• Coordinate and dispatch towing, roadside and tire service calls to field operators, including emergencies.
• Act as the primary link for customers with clear updates and estimated arrival times.
• Manage daily schedules for tow truck operators for optimal coverage.
• Maintain communication with drivers, customers, law enforcement, and partners.
• Accurately input and maintain records of service requests, dispatch details, and billing.
• Assess situations quickly to determine best actions in high-pressure scenarios.
• Ensure dispatch operations comply with policies, regulations and safety standards.
• Coordinate with repair shops, insurers, and partners to deliver service.
• Prepare and submit reports on dispatch operations and incident documentation.
• Coordinate emergency response efforts for breakdowns or accidents.

Skills

Organized

Communication skills

People management

Multitasking

Time management

Transportation knowledge

Job description

West Michigan International (WMI) is a locally owned group of companies dedicated to providing top-notch services in the truck dealership industry. Join a dedicated team committed to delivering prompt and reliable towing and roadside assistance services. As a Central Dispatcher, you will be at the heart of operations, ensuring seamless coordination between customers, drivers, law enforcement, and service partners. This role is ideal for individuals who excel in fast-paced environments, enjoy problem-solving, and are passionate about providing exceptional customer service. With opportunities to make a meaningful impact and contribute to a vital support function, this position offers a dynamic and rewarding work environment.

Responsibilities

• Coordinate and dispatch towing, roadside service, and tire service calls to field operators, ensuring timely and efficient responses, including emergency and 911 calls.
• Act as the primary communication link for customers, providing clear updates, addressing inquiries, resolving issues, and offering estimated arrival times.
• Manage daily schedules for tow truck operators to ensure optimal coverage and efficient routing.
• Maintain ongoing communication with drivers, customers, law enforcement, and service providers to facilitate smooth operations.
• Accurately input and maintain records of service requests, dispatch details, and billing information.
• Assess situations quickly to determine the best course of action, especially in high-pressure or emergency scenarios.
• Ensure all dispatch operations comply with company policies, industry regulations, and safety standards.
• Liaise with repair shops, insurance companies, and other partners as needed to coordinate service delivery.
• Prepare and submit regular reports on dispatch operations, including response times, service quality, driver logs, and incident documentation.
• Coordinate emergency response efforts for breakdowns, accidents, or other urgent towing needs.

Qualifications

• Organized and friendly personality with strong communication skills.
• Demonstrated ability to manage others and handle multiple tasks efficiently.
• Professional appearance and excellent time management skills.
• Strong technical or mechanical background in the transportation field.
• 5+ years of experience in a fast-paced customer service role.
• 3-5 years of experience in a dispatch role preferred.
• Availability for one of the following shifts: 1st Shift: 7 am-3:30 pm, 2nd Shift: 3:30 pm-12:00 am, 3rd Shift: 12:00 am-7:00 am.

Benefits

• Medical, Dental, and Vision insurance
• 401K with company match
• Health Savings Account (HSA) and Flexible Spending Account (FSA) options
• Short and Long Term Disability coverage
• Paid Holidays
• Sick leave and Paid Time Off (PTO)