Job Description

Summary:

Dispatchers act as the first point of contact for incoming calls. In this position, dispatchers are in charge of maintaining call logs, monitoring routes, and directing units in the field. Dispatchers must be able to multi-task in stressful conditions with little supervision in addition to being excellent communicators all while demonstrating superb organizational and interpersonal skills. 

Essential Duties and Responsibilities include the following. Other duties may be assigned.
Takes a high volume of incoming calls for towing services and police impounds. 
Assists customers and representatives of local law enforcement agencies with any questions regarding the release of vehicles and laws specifically related to towing and impounding vehicles. 
Handles internal Tow Operators and external Tow Operators’ inquiries with respect and in a timely fashion. 
Coordinate, manage, and schedule truck drivers to ensure vehicles needing a tow are picked up and/or delivered promptly by use of radio, phone, or computer. 
Effectively communicate and serve as the liaison between drivers and customers.
Ability to accurately input information into a data entry system and use Aries Dispatch.
Has comprehensive knowledge of Las Vegas and the surrounding areas. 
Performs clerical support duties for the tow office when needed. 

Supervisory Responsibilities:

Directly supervises 0 employees. 

Competencies:

To perform the job successfully, an individual should demonstrate the following competencies:

• Continuous Learning - Assesses own strengths and weaknesses; seeks feedback to improve performance; pursues training and development opportunities; strives to continuously build knowledge and skills.
• Job Knowledge - Competent in required job skills and knowledge; exhibits the ability to learn and apply new skills; keeps abreast of current developments; requires minimal supervision; displays understanding of how job relates to others; uses resources effectively.
• Use of Technology - Demonstrates required skills; adapts to new technologies; troubleshoots technological problems.
• Problem Solving - Identifies and resolves problems promptly; gathers and analyzes information skillfully; develops alternative solutions; works well in group problem-solving situations; uses reason even when dealing with emotional topics.
• Communications - Expresses ideas and thoughts verbally; expresses ideas and thoughts in written form; exhibits good listening and comprehension; keeps others adequately informed; selects and uses appropriate communication methods. Must be able to accept feedback from others.
• Oral Communication - Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions; demonstrates group presentation skills; participates in meetings.
• Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; contributes to building a positive team spirit; puts success of team above own interests; able to build morale and group commitments to goals and objectives; supports everyone's efforts to succeed.
• Written Communication - Writes clearly and informatively; edits work for spelling and grammar; varies writing style to meet needs; presents numerical data effectively; able to read and interpret written information.
• Conflict Resolution - Encourages open communications; confronts difficult situations; maintains objectivity; keeps emotions under control.
• Diversity - Shows respect and sensitivity for cultural differences. 
• Ethics - Treats people with respect; keeps commitments; inspires the trust of others; works with integrity and principles; upholds organizational values.
• Organizational Support - Follows policies and procedures; completes administrative tasks correctly and on time; supports organization's goals and values; supports affirmative action and respects diversity.
• 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.
• Personal Appearance - Dresses appropriately for position based on guidelines in the handbook; keeps self well groomed.
• Attendance/Punctuality - Is consistently at work and on time; ensures work responsibilities are covered when absent; arrives at meetings and appointments on time.
• Dependability - 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.
• Innovation - Displays original thinking and creativity; meets challenges with resourcefulness; generates suggestions for improving work; develops innovative approaches and ideas.
• Judgment - Displays willingness to make decisions; exhibits sound and accurate judgment.
• Planning/Organizing - Uses time efficiently; sets goals and objectives.
• Quality - Demonstrates accuracy and thoroughness; applies feedback to improve performance; monitors own work to ensure quality. Completes work promptly; works quickly with minimal errors or loss of revenue.
• Reasoning Ability - Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form.

Computer Skills:
To perform this job successfully, an individual should have experience with Microsoft Office software . Must be able to learn in-house towing software.  

Certificates, Licenses, Registrations:

• Must have a valid driver’s license/state ID. 
• Must be authorized to work in the United States. 

Safety and Security:
Observe safety and security procedures; determine appropriate action beyond guidelines; report potentially unsafe conditions; use equipment and materials properly.

Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education and/or Experience:

• 1-3 years related experience preferred in dispatching and basic computer knowledge.
• Previous experience working in a fast-paced environment is preferred.
• High school diploma or GED required.

Language Skills:  
Ability to effectively present information and respond to questions from manager(s)/Supervisors, clients, customers, and the general public.

Bilingual - Spanish preferred.

Mathematical Skills:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent. 

Reasoning Ability:  
Ability to solve practical problems and deal with a variety of concrete variables. 

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 use hands to finger, handle, or feel and stoop, kneel, crouch, or crawl. The employee is frequently required to stand, walk, sit, and reach with hands and arms. The employee must occasionally lift and/or move up to 25 pounds.

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 occasionally exposed to outside weather conditions. The noise level in the work environment is usually moderate.

Acknowledgments: The above job description is not intended to be an all-inclusive list of duties and standards of the position. Incumbents will follow any other instructions, and perform any other related duties, as assigned by their supervisor.

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