Dispatcher

Kaizen Lab Inc.; Gaithersburg, Northern (MD, KY); Hybrid; USD 42,000 - 54,000; Full time

Job summary

Kaizen Lab Inc. is seeking a Dispatcher in Gaithersburg, MD to efficiently dispatch operators and equipment for emergency and non-emergency service. This role requires precise communication, GPS-based ETA updates, and collaboration with a Call Center team.

The Dispatcher will manage resource status, coordinate with other companies, and ensure proper handoffs and professional customer service under pressure during high call volumes.

Qualifications

• Ability to multitask and perform under high volume.
• Comfort with mathematics and interpreting data (rates, ratios, percentages, graphs).
• Ability to follow written or oral instructions and apply common sense.
• Experience using GPS to communicate ETAs and coordinate resources.
• Decision-making with sound judgement under pressure.

Responsibilities

• Maintains the status of all assigned resources.
• Answers incoming calls and dispatches them promptly.
• Communicate ETAs and delays to customers.
• Lead shift in absence of manager.
• Coordinate with partner companies to maximize call handling.
• Ensure accurate handoffs to relief.
• Note delinquent pricing information to dispatch manager.
• Capture required information (photos, vehicle info, payments) before closing calls.

Skills

Multitasking

GPS knowledge

Communication

Professionalism

Problem solving

Analytical thinking

Tools

GPS system usage

Job description

DISPATCHER JOB DESCRIPTION

Gaithersburg, MD

Dispatcher

Thur-Sat 7:00a-7:00p

Summary

Essential Duties and Responsibilities Include the following. Other duties may be assigned.

• Efficiently and accurately dispatches Operators and equipment for emergency and non-emergency service and ensures proper tracking of resources.
• Utilize problem-solving, strategy, and creativity to ensure timely and accurate service
• Relay information to Call Center team with clarity and efficiency.
• Utilize a phone to communicate with customers, be able to hold, transfer, and answer the phone in a timely manner and professionally.
• Has mastered the Role of the Call-Taker & understands the basic procedures for towing and roadside service in order to better assist customers and dispatch effectively.
• Assist customers in releasing vehicles by following all proper procedures and providing high quality customer service.
• Follows proper phone etiquette and goes above and beyond in professionalism to coworkers, supervisors, and clients.

COMPETENCY

Requirements

• Using reason even when dealing with emotional topics or situations.
• Possess the ability to multitask and meet demands during high volume periods.
• Possess the ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Must possess the ability to compete rate, ration, and percent and to draw and interpret bar graphs.
• Possess the ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions. Must possess the ability to deal with problems involving a few concrete variables in standardize situations.
• Understands how to use GPS system to effectively communicate ETAs and relay information to customers, and co-workers.
• Understands how to utilize GPS in effort to maximize all resources and prevent unnecessary crossing of units and that proper staging is done to ensure trucks are in the high call volume areas.
• Displays willingness to make decisions; exhibits sound and accurate judgement; supports and explains reasoning for decisions; includes appropriate behavior in decision making process; makes timely decisions.

Responsibilities

• Maintains the status of all assigned resources
• Maintains the incoming of calls and dispatches them in a timely manner
• Updates and communicates with customer ETAs and Delays
• Leads shift when and in absence of Manager or Shift Leader
• Maximize resource management by communicating with other companies (Henry’s & Windsors) to maintain call handling quickly and efficiently to include assisting the other companies with calls within the area of our trucks when able.
• Ensures proper turnover to relief is received and given both verbally and in writing to ensure no missed communications
• Contacts Managers to ensure any issues with equipment, operators, and schedules to properly manage resources.
• In conjunction with the Dispatch Support person- Ensures all information necessary (Photos, Vehicle Information, notes, payment information, etc.) is in the calls handled prior to completing them out- Also notes any delinquent information in pricing is communicated to the dispatch manager for adjusting.

COMMUNICATION

• Demonstrates active listening, understands client needs and asks clarifying questions when needed.
• Regularly and appropriately communicate with everyone you interact with professionalism, integrity, and clarity.
• Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions & able to answer questions based on policy & procedures.
• Contributes to a collaborative effort and thrives in a team-oriented environment.
• Works well with others regardless of their role, conveys teamwork skills to managers and coworkers.

Responsibilities

• Overall ensures to work closely with team members to communicate efficiently with our customers and relay necessary information.
• Maintains a helpful and willingness to help behavior

PROFESSIONALISM

Requirements

• Approach others in a tactful manner; react well under pressure; treat other with respect and consideration regardless of their status or position; accept responsibility for on actions; follow through on commitments.
• Manages difficult or emotional customer situations with professionalism.
• Consistently ensure quality customer service through professionalism, timely response, skill, and courtesy.

Responsibilities

• Maintain personal appearance and uniforms in compliance with established Company standards.

DEPENDABILITY

Requirements

• Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Follows instructions, responds to management direct; takes responsibility for own actions; keeps commitments you have made to the company.
• Steps up to the plate and demonstrates positive leadership when necessary. Leads by example.

Responsibilities

• Arrive at work on time daily, ready for duty when shift starts.
• Maintain consistently excellent attendance.
• Attend employee meetings as requested for job information.
• Assist in training new employees when requested, communicating clearly and professionally all proper operating procedures.

QUALITY ASSURANCE

Requirements

• Sets and achieves challenging goals; demonstrates persistence and overcomes obstacles; measures self against standard of excellence; takes calculated risks to accomplish goals.
• Uses time efficiently.
• Demonstrates accuracy and thoroughness; look for ways to improve and promote quality.; applies feedback to improve performance; monitors own work to ensure quality.
• Attention to detail and ability to prioritize work.
• Meets productivity standards; completes work in timely manner; strive to increase productivity; works quickly and accurate.
• Adapts to changes in the work environment; manages competing demands; changes approach or method to best fit the situation; able to deal with frequent change, delays, or unexpected events.
• Participate in all on-going training or corrective training when necessary.

Responsibilities

• Utilize critical thinking during difficult projects or tasks, discover answers to problems using all resources available, then asking for support when no other