Roadside Dispatch Specialist – Fast-Paced & Impactful

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

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.