Dispatcher/Call Taker

GPKC LLC; Grandview (MO); On-site; USD 20,664,000 - 30,307,000; Full time

Job summary

GPKC LLC in Grandview, MO seeks a courteous dispatcher/call-taker to answer inbound tow calls, collect information, direct customers to services, and create tow requests in Towbook. You will use map resources to identify pickup locations and coordinate with drivers and the dispatcher on duty to confirm ETA.

The role favors candidates with office experience, a high school diploma, fluency in English, and comfort with GPS tools.

Qualifications

• Prior office experience is preferred.
• High School diploma, GED, or equivalent is required; ability to read and speak English.
• Fluency in English required; additional languages helpful.
• No supervisory duties.
• Frequent cross-department communication; maintain calm, professional demeanor while gathering information.

Responsibilities

• Answer inbound calls to Lazer Tow main lines.
• Direct callers to impound & equipment as needed.
• Collect information to set up tow requests.
• Use maps to locate pickup and tow destination.
• Record call details, charges, and addresses in Towbook.
• Communicate with customers and dispatcher to confirm ETA.
• Create calls in Towbook quickly and accurately.
• Notes must include pertinent information for drivers.

Skills

Map/GPS tools

Customer service

Oral communication

Planning/Organizing

Dependability

Education

High School Diploma

Tools

Towbook

Job description

ROLES & RESPONSIBILITIES

• Primary responsibility is answering inbound calls to Lazer Tow main lines.
• Direct callers to impound & equipment when needed.
• Collect needed information to set up a customer's tow request.
• Use map resources to determine the correct location for pickup and tow destination.
• Collect necessary information for the driver based on the circumstances of the call.
• Communicate effectively with customers and the dispatcher on duty to determine availability and ETA.
• Swiftly and accurately create calls in Towbook software.
• Enter appropriate call details, charges, and addresses in call.
• Communicate all pertinent information in the call notes as needed.

EXPECTATIONS

• Knowledge of the greater Kansas City area
• Ability to utilize map and GPS technology.
• Basic automotive understanding
• Knowledge of towing basics and the services we offer.
• Use all resources to solve problems and provide outstanding service to our customers.
• Customer service - manages difficult or emotional customer situations responds promptly to customer needs; solicits customer feedback to improve service; responds to requests for service and assistance; meets commitments.
• Oral communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.
• Planning/Organizing - Uses time efficiently; makes productive use of downtime; asks for additional work when available.
• Quality - Demonstrates accuracy and thoroughness; looks to improve and promote quality; applies positive feedback to improve performance; monitors own work to ensure quality.
• Adaptability - 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.
• Dependability - Follows instructions, responds to management direction; takes responsibility for own actions; keeps commitments; commits to long hours of work when necessary to reach goals; completes tasks on time or notifies appropriate person with an alternate plan.

POSITION REQUIREMENTS:

• Prior experience in an office environment is preferred.
• High School diploma, GED, or equivalent is required. Ability to speak and read.
• English fluently is required. The ability to speak and/or read additional language(s) is helpful.
• This position includes no supervisory duties.
• Frequent contact with other departments and infrequent contact with the public. Employees in this positon must be able to maintain a calm, professional demeanor while effectively gathering information necessary to provide needed assistance.
• Working Conditions: This position is mostly sedentary in nature, requires infrequent lifting, pushing, pulling, or carrying of medium sized load. Extended periods of time at a keyboard or computer station will be required. Tasks involve viewing monitors of information display and entry.

Physical Requirements:

• This position is sedentary in nature with minimal tasks that require lifting, pushing, pulling, or carrying medium weight (25-30 pound) loads.
• Tasks may involve extended periods of time at a keyboard and/or computer workstation. Tasks involve viewing monitors of information display and entry. Employees must be able to communicate in a clear, understandable manner via phone and in-person.