Emergency Dispatcher / Call Taker - Night Shift

JP Towing is hiring an experienced, reliable Night Shift Emergency Dispatcher / Call Taker with experience in fast-paced dispatch, customer service and call centre. The ideal candidate must be an excellent communicator and able to remain calm and composed, especially under tight deadlines. You must be able to multi-task and take the appropriate action with little supervision.

Responsibilities:

• Answer phone calls of our customers who would want to use our services. Provide quality service to increase customer satisfaction.
• Answer any questions asked by the customer regarding their concern.
• Confirm with the customer their query or service regarding which they have called.
• Confirm details such as Owner Name, VIN, Car plate number before giving out any details to maintain confidentiality.
• Ensure to write down all details mentioned by the customer for proper identification of vehicles.
• Assist customers on the call whose vehicle has been towed and make them understand all details regarding their vehicle, how to retrieve the car, expenses incurred, etc.
• If the car has a ban from the police, ensure to inform the customer, when the ban will be lifted and when can they come to retrieve their vehicle.
• Inform customers regarding documentation and Personal identification needed to release and collect their vehicle.
• Assist our customers with the release of their vehicle.
• Complete all paperwork on our end before we release the vehicle to the customer.
• Process cash, card (debit or credit) transactions. Maintain a list of all receipts and documents.
• When releasing a vehicle, prepare all necessary documents as demonstrated during the training phase.
• Fill out all necessary information on our own computer network as well as the VIP computer when the vehicle is brought to our compound and when it is being released to the customers.
• Escalate the situation to the Front Office Manager, if a customer becomes agitated, upset, or is generally making the conversation challenging.
• Inform the team members taking over the shift about any important special instructions that were previously provided for a specific case.
• Send end of day reports at the end of each shift to the management as per JP Towing procedures.
• Continuously monitor the in-tow system to stay updated on incoming service and tow requests.
• Effectively manage our pool of drivers by assigning daily duties based on the incoming service or tow requests and calls.
• Utilize the daily driver schedule to determine which drivers are available for the shift.
• Assign driver duties by evaluating their current status, assigned tasks, truck type, equipment inventory, and proximity to the service or tow location.
• Verify and cross-check the accuracy of service and tow call details provided by customers to ensure the efficient deployment of our resources.
• Serve as a primary point of contact between drivers and customers making service or tow calls, facilitating necessary communication between both parties.
• Leverage GPS software to monitor drivers' progress and ensure they are following the correct route to reach the service or tow location promptly.
• Assist drivers with pricing information and provide any necessary details required to successfully complete the job.
• Pre-schedule and coordinate service and tow calls, particularly during periods of high request volume, to ensure smooth operations.
• Act as an intermediary between customers and call takers by providing estimated arrival times (ETAs) for drivers and other pertinent information.
• Monitor GPS systems to determine the most efficient route for drivers to reach their destinations swiftly.
• Utilize GPS data to assign drivers who are closest to the incident location, optimizing response times.
• Keep a vigilant eye on traffic conditions and incident reports via compass cameras and road websites to anticipate potential dispatch requirements for our driver team.
• Promptly remove completed calls from the system to prevent redundant work.
• Handle various payment methods, including cash, debit, or credit card transactions, and maintain an organized record of all receipts and documents.
• Address customer inquiries and provide satisfactory answers to their concerns.
• Prioritize delivering high-quality service to enhance overall customer satisfaction.
• Thoroughly review driver-provided information and rates on invoices to ensure accuracy.
• Assist the front office manager, train and onboard new hires.
• Enhance safety and compliance by monitoring the GPS system by confirming that drivers have diligently completed their DVIR before they are assigned any tow requests.
• At the start of each shift, conduct a structured roll call via our two-way radio system to ensure all drivers are present and prepared to be assigned any tow calls/ requests.
• To enhance our call management process, we will proactively plan and prepare these calls in advance, ensuring that all necessary information is meticulously recorded and clearly documented.
• Perform any other tasks as assigned.

Required Education/Training:

• Prior experience in the towing industry or in a customer-facing or customer representative role is an asset.
• Post-secondary education, including a diploma, GED or Bachelor's degree (preferred).
• Excellent written and verbal communication skills.
• Ability to efficiently manage multiple situations simultaneously, adapt quickly to change, and make timely, thoughtful decisions.
• Proficient in using computers; typing skills are an asset.
• Excellent geographical knowledge of the GTA.
• Ability to plan calls and efficiently dispatch drivers.
• Knowledge and experience with software such as In-Tow Manager, Fleet, etc. is an asset.
• Demonstrates kindness and a compassionate demeanour.

Job Competency Requirements:

• Strong critical thinking skills and the ability to work well both individually and as a part of a team.
• Performs effectively under pressure and maintains composure during peak hours of the shift.
• Demonstrates exceptional organizational and time management skills.
• Exhibits strong decision-making and problem-solving abilities, especially under pressure.
• Pays meticulous attention to detail during shifts.
• Possesses the capability to handle confidential and sensitive information.
• Contributes to a positive team environment by being solution-focused instead of problem-focused.
• Displays exceptional customer service skills.

Evaluation Process:

• Employment at JP Towing Service & Storage Ltd is based on passing the following conditions:
• Pass a Police Record Check.
• Reference Checks.
• Eligibility to work in Canada.

Training will be done during the daytime. If you are not available during the day please do not apply. NO PHONE CALLS PLEASE.

Job Type: Full-time

Pay: From $18.00 per hour

Additional pay:

• Overtime pay

Schedule:

• 12 hour shift

Work Location: In person