Central Dispatcher

West Michigan International; Grand Rapids (MI); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401K with company match

HSA/FSA options

Disability coverage

Paid Holidays

PTO

Job summary

West Michigan International (WMI) is seeking a Central Dispatcher to coordinate towing, roadside service, and dispatch operations in a fast-paced environment in Grand Rapids. You will be the primary link between customers, drivers, law enforcement, and service partners, ensuring timely responses and clear updates.

Ideal candidates excel at problem-solving, communication, and multitasking, with a strong mechanical or technical background in transportation and a customer-service mindset.

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.

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.

Skills

Communication

People management

Time management

Customer service

Problem solving

Organizational skills

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)