Communications Center Dispatch/ Customer Service Agent

Job Title: Communications Center Dispatcher / Customer Service Agent

Department: Operations

Reports To: Communications Center Manager

Job Summary:

Vehicle Management Solutions (VMS), a leading provider of end-to-end vehicle management solutions including dispatch, vehicle storage and traffic incident management with a nationwide presence across 15 states, is looking for a highly motivated Dispatcher / Customer Service Agents to join our team. The primary role of this position is to decipher provided information to prioritize service routing, ensuring efficient operations and providing exceptional customer service. This is a unique opportunity to join the team in building a west coast communication center servicing several states.

The Communications Center is a 24-hour 365-day operation; therefore, this position may require irregular hours. May also be required to work on-call in an emergency. A weekend work schedule may also be required.

To perform this job successfully, an individual must be able to perform each essential duty. The requirements listed below are representative of the knowledge, skills, and/or ability required.

Qualifications:

• High School diploma or General Education Degree (GED)
• Previous Customer Service and dispatch experience
• Knowledge of streets, cross streets, highway exits and directions.
• Fast typing with experience in data entry.
• Have general knowledge of computers as well as Microsoft Outlook, Excel and Word.

Duties and Responsibilities include but are not limited to the following:

• Receive and prioritize tow requests according to urgency and importance.
• Use of phone or computer systems to effectively communicate information.
• Monitors and validates the accuracy of entries into dispatching software and other communication systems, including scanning, filing, and maintaining paperwork associated with data collection entries.
• Dispatching appropriate units and maintaining contact with responding units to gather and supply information.
• Monitor truck GPS locations interacting with Drivers and Customer Service Agents to ensure a timely response to all requests for service.
• Handle problem resolution including using problem- solving skills to handle difficult or irate customers and resolve conflicts.
• Depending on work volume during scheduled shifts work load my also include duties and responsibilities as a primary or secondary Customer Service Agent.
• Accurate pricing of services provided based on customers service agreements.
• Accurate collection of payment types for services provided.
• Completing paperwork or reports relating to tow requests, vehicles being stored in storage facilities or preparing vehicles for auction.

Desirable Knowledge, Skills, and Abilities:

• High school diploma or GED or a minimum of 2 years of verifiable experience in a field directly related to a call for service dispatch center, preferably for a transportation or logistics company.
• Excellent communication skills to collaborate with others under any type of condition.
• Customer service experience.
• Must be able to work in a fast-paced environment.
• Fast typing with experience in data entry.
• Active listener with excellent communication skills.
• Proficient in dispatch protocols and resource allocation strategies.
• Proven ability to optimize call routing and ensure timely response to requests.
• Experience using dispatch software and familiarity with relevant industry regulations.
• Excellent clerical and organizational skills to keep track of schedules, which include personnel and truck units.
• The ability to work under stress and remain calm during rapidly changing circumstances while still providing quality customer service.
• Ability to multitask with different, and sometimes conflicting, events happening at the same time.
• Must be able to work all shifts, weekends, and holidays, this 24-hour 365-day operation and can require working more than 40 hours a week.
• Skill in the operation of modern office equipment such as personal computers, facsimile machines, copiers, scanners, and telephones.
• Ability to meet performance metrics set in place by management.
• Ability to comprehend process and apply both verbal and written skills appropriate to the job.
• Ability to consistently demonstrate sound ethics and judgment.
• Ability to think analytically and apply sound judgment, solve problems, make effective decisions, and act with integrity.
• Ability to maintain confidentiality of information and professional boundaries.
• Ability to use company resources effectively, efficiently, and safely.

Language Skills

Proficient in English oral and written. Ability to write routine reports and correspondence. Ability to speak and communicate well with customers.

Mathematical Skills

Ability to add, subtract, multiply, and divide in all units of measure such as Time, Length, Mileage, using whole numbers, common fractions, and decimals.

Reasoning Ability

Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.

Physical Demands

May be required to reach with hands and arms; sit; stand; talk and hear; use hands and fingers, handle, or feel, type, and write.

May be required to lift/move up to 50 pounds (such as a box of paper)

Work Environment

Work is performed mainly in an office environment.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Flexible spending account
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday
• On call
• Weekends as needed

Education:

• High school or equivalent (Required)

Experience:

• Customer service: 1 year (Preferred)
• Data entry: 1 year (Preferred)
• Typing: 1 year (Preferred)
• Dispatching: 2 years (Preferred)
• Microsoft Office: 2 years (Required)

Ability to Commute:

• Phoenix, AZ 85024 (Required)

Work Location: In person