Dispatch Call Taker (Overnight)

• Primary responsibility is answering inbound calls to A2B, Bolin, A&A, Cardinal, Hoods, and Crash City 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 St. Louis 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.