Dispatcher

Aaron's Towing LLC; Warrenton (VA); On-site; USD 42,000 - 54,000; Full time

Job summary

Aaron's Towing LLC is seeking a Dispatcher to coordinate and dispatch operators and equipment for emergency and non-emergency towing and roadside service calls. This role requires efficient communication, accurate tracking of resources, and the ability to prioritize multiple requests in a fast-paced environment.

The Dispatcher works closely with call center staff, operators, customers, and management to ensure timely service delivery while maintaining a high level of professionalism and customer

Qualifications

• High school diploma or equivalent.
• Prior dispatch, call center, logistics, or transportation experience preferred.
• Experience with GPS systems and dispatch software preferred.
• Customer service experience strongly preferred.

Responsibilities

• Dispatch operators and equipment for emergency and non-emergency service requests.
• Monitor and track the status and location of all assigned units using dispatch software and GPS systems.
• Communicate service details, instructions, and updates to operators and field personnel.
• Provide accurate estimated times of arrival (ETAs) and notify customers of delays when necessary.
• Answer, transfer, and manage incoming phone calls professionally and in a timely manner.
• Relay call information clearly to call center personnel, operators, and other team members.
• Assist customers with vehicle release procedures while following company policies and documentation requirements.
• Ensure all call documentation is accurate and complete, including vehicle information, photos, notes, and payment details.
• Work with Dispatch Support personnel to verify all required information is entered before calls are closed.
• Coordinate with partner companies when necessary to ensure efficient service coverage.
• Maintain awareness of resource availability and strategically stage units to optimize service response times.
• Report equipment, personnel, or scheduling concerns to management.
• Provide shift updates and proper turnover to the next dispatcher to ensure continuity of operations.
• May lead dispatch operations during a shift in the absence of a Manager or Shift Leader.
• Maintain professionalism and follow company policies when interacting with customers, coworkers, and management.

Skills

Multitasking

Active listening

Professional communication

Time management

Customer service

Education

High school diploma or equivalent

Tools

GPS systems

Dispatch software

Job description

Position Summary

The Dispatcher is responsible for coordinating and dispatching operators and equipment for emergency and non-emergency towing and roadside service calls. This role requires efficient communication, accurate tracking of resources, and the ability to prioritize multiple requests in a fast-paced environment. The Dispatcher works closely with call center staff, operators, customers, and management to ensure timely service delivery while maintaining a high level of professionalism and customer service.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Dispatch operators and equipment for emergency and non-emergency service requests.
• Monitor and track the status and location of all assigned units using dispatch software and GPS systems.
• Communicate service details, instructions, and updates to operators and field personnel.
• Provide accurate estimated times of arrival (ETAs) and notify customers of delays when necessary.
• Answer, transfer, and manage incoming phone calls professionally and in a timely manner.
• Relay call information clearly to call center personnel, operators, and other team members.
• Assist customers with vehicle release procedures while following company policies and documentation requirements.
• Ensure all call documentation is accurate and complete, including vehicle information, photos, notes, and payment details.
• Work with Dispatch Support personnel to verify all required information is entered before calls are closed.
• Coordinate with partner companies when necessary to ensure efficient service coverage.
• Maintain awareness of resource availability and strategically stage units to optimize service response times.
• Report equipment, personnel, or scheduling concerns to management.
• Provide shift updates and proper turnover to the next dispatcher to ensure continuity of operations.
• May lead dispatch operations during a shift in the absence of a Manager or Shift Leader.
• Maintain professionalism and follow company policies when interacting with customers, coworkers, and management.

Competencies

To perform the job successfully, an individual should demonstrate the following competencies:

Communication

• Demonstrates active listening and asks clarifying questions when necessary.
• Communicates clearly and professionally with customers, coworkers, and management.
• Responds appropriately to both routine and difficult situations.

Decision Making and Problem Solving

• Uses sound judgment and reasoning to resolve operational issues.
• Demonstrates the ability to make timely decisions in a fast-paced environment.
• Applies common sense understanding to carry out written or oral instructions.

Customer Service

• Maintains a professional demeanor in stressful or emotional situations.
• Provides timely, courteous, and effective service to customers.

Teamwork

• Works collaboratively with team members across departments.
• Contributes to a supportive and cooperative work environment.

Organization and Multitasking

• Prioritizes multiple tasks and manages high call volumes efficiently.
• Demonstrates strong attention to detail and accuracy.

Required Skills and Abilities

• Ability to multitask and manage competing demands in a high-volume environment.
• Ability to apply basic mathematical concepts including addition, subtraction, multiplication, division, percentages, and ratios.
• Ability to interpret data such as maps, GPS tracking, and dispatch software information.
• Ability to remain calm and professional when dealing with urgent or stressful situations.
• Strong organizational and time management skills.

Education and Experience

• High school diploma or equivalent required.
• Prior dispatch, call center, logistics, or transportation experience preferred.
• Experience with GPS systems and dispatch software preferred.
• Customer service experience strongly preferred.

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions