Overview

The Dispatcher receives service requests from the Emergency Roadside Assistance Call Centre and coordinates the dispatch of appropriate service vehicles based on urgency, member location, specific needs, and service provider availability. They work closely with the fleet management team to allocate company vehicles optimally for service dispatches.

Utilizing mapping and dispatch software, the Dispatcher monitors service provider locations and designs efficient routes, ultimately reducing response times and ensuring timely Member assistance. They diligently oversee the status of ongoing service requests, ensuring that timely updates are conveyed to Members and service providers.

The Dispatcher maintains clear communication with the Emergency Roadside Assistance Call Centre, gathering crucial member information and coordinating responses meticulously. They are responsible for maintaining accurate records of service requests, dispatch actions, and member interactions.

Responsibilities

Member Assistance:

• Receive service requests from the Emergency Roadside Assistance Call Centre
• Prioritize service requests based on urgency and service provider availability, optimizing routing.
• Coordinate and dispatch appropriate service vehicles based on Member location and needs.
• Liaise with 3rd-party service providers, ensuring they have all necessary information for efficient assistance.

Resource Management:

• Collaborate closely with the internal fleet management team to allocate company vehicles for service dispatches.
• Utilize mapping and dispatch software to identify service provider locations and optimize routing.

Record-Keeping and Communication:

• Communicate effectively with the Emergency Roadside Assistance Call Centre to gather member information and coordinate responses.
• Maintain accurate records of service requests, dispatch actions, and member interactions using dispatch software tools.
• Monitor ongoing service requests and provide timely updates to Members, service providers, and Regional Coordinators as needed.
• Communicate effectively with KMI Specialists to ensure accurate and timely communication with Members.

Requirements

The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Education and Experience:

• High school diploma or equivalent. A Post-Secondary degree/diploma in a related field is an asset.
• Proven experience of (2) years in a dispatching role
• Additional education or experience related to customer service, emergency response, or a related field is an asset.
• Familiarity with automotive systems and basic technical knowledge is an asset.

Skills:

• Excellent verbal and written communication skills are essential.
• Ability to convey information clearly, concisely, and accurately.
• Meticulous attention to detail for accurate data entry and information gathering.
• Exceptional multitasking abilities with the ability to thrive in a high-volume, fast-paced environment, while remaining calm and composed under pressure.
• Sound judgment and decision-making abilities to assess emergencies and coordinate assistance promptly.
• Strong collaborative skills and the ability to work effectively with team members, fleet operations, and external service providers.

Member Safety:

• A strong commitment to adhering to safety protocols and guidelines to ensure Member and team safety.
• The ability to effectively manage crises and escalate service requests when necessary to resolve complex issues.

Technical Proficiency:

• Proficient in utilizing mapping software and dispatching tools for efficient service coordination.
• Skilled in operating computer systems, CRM software, and telephony systems.
• Competent in using Microsoft Suite and web-based applications for communication and documentation.
• Proficient in data entry and maintaining accurate records.

Availability:

• Flexibility in working shifts, including evenings, weekends, and holidays.

Compensation

• Salary: $22.69 - $25.42 per hour
• Health & Dental Benefits.
• Pension Plan
• 2 Weeks Vacation
• CAA Membership

The successful candidate is required to join Teamster Local Union 91

Employment is contingent on satisfactory results of a Criminal Background Check and reference check.

Job applicants who have disabilities shall be provided with reasonable accommodation throughout the recruiting process