Lead Dispatcher, Roadside Assistance

Description
Job Summary:

• Assist with leading the day-to-day activities of employees in the Fleet Services RSA (Roadside Assistance) department
• Serve as first escalation point for employee questions and issues. Provide needed training and coaching in collaboration with the Supervisor and/or Director.
• Monitor and follow up on employees’ responsibilities to ensure timely and accurate work. Create action plans for areas needing improvement in collaboration with the Supervisor and/or Director
• Ability to communicate and work closely with internal and external customers to identify problems, implement solutions and follow up to ensure excellent customer service.
• Contribute to collaboratively creating and managing processes; and assist with the creation and development of tools that increase productivity and efficiency.
• Regular attendance is required.
• This is not an all-inclusive list of job requirements and/or duties and may not contain all mental and physical capabilities necessary to perform the job at all times due to circumstances. Operational, safety and other needs may require the employee to perform any and all other duties as assigned. Employees are expected, and must be able to perform all such duties and tasks.

Qualifications:

• High School Diploma or General Education Degree (GED), or any combination of education and experience which would provide an equivalent background
• 3 years of strong customer service focus required
• Excellent oral, written and listening communication skills required
• Organized with strong attention to detail required
• Ability to lead others and be recognized as a knowledge resource required
• Ability to identify problems, resolve and follow up to ensure timely correction implementation required
• System savvy with strong experience with TMT and Kronos highly preferred
• Must be able to lift approximately 20 lbs., or more if required by the essential functions of the job
• Must be able to comply with all company policies, rules, procedures and Code of Conduct
• Must be able to interact well with others
• Must be able to work independently, or in a team setting
• Must be capable of working under tight time constraints in a high volume environment with multiple priorities
• Responds well to questions; Ability to read, interpret and comply with written information and documents such as safety rules, operations / procedure manuals and maintenance instructions with a high comprehension and concentration level to include the ability to meet deadlines
• Must pass a pre-employment drug screen, random drug and/or alcohol tests, and will be subject to a criminal history background check
• Must be authorized to work in the United States

Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is regularly required to talk or hear. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perception and ability to adjust focus. The employee is frequently required to sit and use hands to fingers, handle, or feel or operate computers and other standard office equipment. The employee is occasionally required to stand; walk, lift, twist, turn and reach with hands and arms. The employee must be capable of lifting a minimum of 20 lbs., or more if required by the essential functions of the job.

Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this job, the employee is frequently exposed to work near moving mechanical parts and fumes or airborne particles. The employee may be required to work in high/precarious places, with hazardous materials, and in various weather conditions. The noise level in the work environment ranges from quiet to loud as required by the essential functions of the job.