Dispatcher

AppleOne Employment Services; City of Albany (NY); On-site; USD 38,000 - 54,000; Full time

Benefits offered by this job

Competitive compensation

Growth opportunities in operations

Job summary

AppleOne Employment Services in Albany is seeking reliable Emergency Road Service (ERS) Dispatchers to coordinate fleet vehicles and contracted service providers, ensuring members receive prompt roadside assistance. This fast-paced, customer-focused role requires clear communication, sound judgment, and the ability to prioritize effectively.

Two weeks of onsite training from 9am to 5pm will precede a shift schedule: 1st shift 7am-3pm, mid-shift 11am-7pm, late shift 12pm-8pm or 3pm-11pm.

Qualifications

• High School Diploma or equivalent required.
• Previous dispatch, call center, or emergency response coordination experience preferred.
• Basic automotive knowledge helpful.
• Familiarity with the Capital District and surrounding rural communities preferred.
• Excellent customer service and phone communication skills.
• Strong organizational skills and ability to multitask.
• Ability to remain calm and empathetic in high-pressure situations.
• Proficient in computers, email, data entry, and mapping tools (Google Maps or similar).
• Ability to work evenings, weekends, holidays, and overtime as needed.

Responsibilities

• Answer incoming emergency roadside service calls and dispatch tow trucks to appropriate locations
• Prioritize service calls based on safety, weather, traffic, police involvement, and urgency
• Follow up to ensure members receive timely assistance
• Dispatch both company-owned fleet vehicles and private contractor networks -Track driver productivity, routes, and behavior using Fleet Tracker and Samsara systems
• Monitor phone queues and assist drivers with battery inventory scans
• Handle member inquiries regarding renewals, packets, and service updates -Communicate with affiliate clubs regarding membership verification and approvals
• Conduct Keeping Members Informed (KMI) procedures
• Assist with complaint escalations and Podium requests
• Support ERS Manager and Fleet Supervisor with towing damage investigations
• Assist in training new dispatch team members
• Perform additional administrative duties as needed

Skills

Customer service

Phone communication

Dispatch experience

Multitasking

Computer skills

Google Maps

Education

High School Diploma

Tools

Fleet Tracker

Samsara

Job description

We are searching for reliable and detail-oriented Emergency Road Service (ERS) Dispatchers to coordinate fleet vehicles and contracted service providers to ensure members receive prompt roadside assistance.

This is a fast-paced, customer-focused role that requires strong communication skills, sound judgment, and the ability to prioritize effectively.

Two weeks of onsite training - 9am to 5pm, shift schedule following training completion.

Shift & Schedule

• 1st shift:7am-3pm
• Mid-shift:11am-7pm
• Late shift:12pm-8pm or 3pm-11pm

Flexibility for weekends, holidays, and over-time required

Key Responsibilities

• Answer incoming emergency roadside service calls and dispatch tow trucks to appropriate locations
• Prioritize service calls based on safety, weather, traffic, police involvement, and urgency
• Follow up to ensure members receive timely assistance
• Dispatch both company-owned fleet vehicles and private contractor networks -Track driver productivity, routes, and behavior using Fleet Tracker and Samsara systems
• Monitor phone queues and assist drivers with battery inventory scans
• Handle member inquiries regarding renewals, packets, and service updates -Communicate with affiliate clubs regarding membership verification and approvals
• Conduct Keeping Members Informed (KMI) procedures
• Assist with complaint escalations and Podium requests
• Support ERS Manager and Fleet Supervisor with towing damage investigations
• Assist in training new dispatch team members
• Perform additional administrative duties as needed

Qualifications

• High School Diploma or equivalent required
• Previous dispatch, call center, or emergency response coordination experience preferred
• Basic automotive knowledge helpful
• Familiarity with the Capital District and surrounding rural communities preferred
• Excellent customer service and phone communication skills
• Strong organizational skills and ability to multitask
• Ability to remain calm and empathetic in high-pressure situations
• Proficient in computers, email, data entry, and mapping tools (Google Maps or similar)
• Ability to work evenings, weekends, holidays, and overtime as needed

What We Offer

• Stable, team-oriented work environment
• Competitive compensation
• Opportunity to grow within operations and fleet management

Equal Opportunity Employer / Disabled / Protected Veterans

The Know Your Rights poster is available here: https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf

The pay transparency policy is available here: https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf

For temporary assignments lasting 13 weeks or longer, AppleOne is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.

We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.

AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program. https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf

We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles' Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.