Central Dispatcher

West Michigan International; Grand Rapids, Northern (MI, KY); Hybride; USD 42 000 - 62 000; Plein temps

Avantages offerts par ce poste

Medical, Dental, Vision

401K with company match

HSA/FSA options

Disability insurance

Paid holidays

Sick leave & PTO

Résumé du poste

West Michigan International is seeking a Central Dispatcher to join the team in Grand Rapids, MI. You will coordinate towing, roadside, and tire-service calls, providing customers with updates and ETA while coordinating with drivers, law enforcement, and service partners.

The role requires strong organization, clear communication, and ability to manage multiple tasks in a fast-paced environment. Shifts available: 1st, 2nd, or 3rd; employment is full-time with competitive benefits.

Qualifications

• 5+ years in a fast-paced customer service role.
• 3-5 years of dispatch experience preferred.
• Strong communication and multitasking abilities.
• Professional appearance and punctuality.
• Technical or mechanical background in transportation.

Responsabilités

• Coordinate and dispatch towing, roadside service, and tire service calls to field operators.
• Act as the primary communication link for customers, providing updates and ETA.
• Manage daily schedules for tow truck operators to ensure coverage.
• Maintain ongoing communication with drivers, customers, law enforcement, and service providers.
• Accurately input and maintain records of service requests, dispatch details, and billing.
• Assess situations quickly to determine the best course of action.
• Ensure dispatch operations comply with policies and safety standards.
• Liaise with repair shops, insurance companies, and partners to coordinate delivery.
• Prepare and submit regular reports on dispatch operations and incidents.
• Coordinate emergency response efforts for breakdowns and accidents.

Connaissances

Organized personality

Communication skills

People management

Time management

Problem-solving under pressure

Customer service experience

Dispatch experience

Description du poste

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 oneof 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)