Dispatcher 3rd shift in Cheektowaga , NY

MERJ Fleet Services, Inc. Posted: 2024-05-29

Cheektowaga , NY 14086

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Salary Range: $20.00-$24.00 per hour

Responsible for fielding calls from customers and dispatching via phone/text/email to Technicians/Drivers/Wrecker Operators utilizing the correct equipment and tooling to fulfill the customers’ immediate need. Multi-tasking between telephone calls, GPS monitoring, and direct communication with Technicians/Drivers/Wrecker Operators to execute all assigned tasks and meet customers’ demands. During the night-shift hours, the Dispatcher will practice independent sound and logical decision making.

Duties and Responsibilities (including but are not limited to):

1. Taking phone calls from customers looking for heavy-duty tows, winch-outs, and roadside emergency repairs. Dispatching Technicians, Drivers, and Wrecker Operators with appropriate equipment and tooling to fulfill the customers’ immediate need.

2. Inputting all customer breakdown information into QuickBooks for distribution to Technicians, Drivers, and Wrecker Operators.
All necessary information on the repair, tow, and/or winch-out must be entered accurately.

3. Data entry of information directly and accurately from work orders provided to employee by both email and hard copy from work completed on company property or roadside.

4. Customer follow-ups to encompass estimated time of arrivals, work complete details, purchase orders, payments, etc. Constant communication with customers is key to success.

5. Process, document, and enter payments by check, cash, credit card, and virtual credit card from customers into RoadSync application.

6. Process and input paperwork into customer-specific programming such as ARI, Michelin On-Call, Etc. and follow through until payment is made.

7. Thruway event information specific to the Dispatch position to include the initial call-in request to populate an event number, advising the Technician, Driver, and/or Wrecker Operator to verify unit location on Thruway, providing any updates to the Thruway Authority as necessary, and following and all other Thruway guidelines and procedures.

8. Constant and consistent use of GPS tracking of fleet vehicles, Technicians, Drivers, and Wrecker Operators through software to include Samsara Fleetmatics/Reveal and Life 360. This means monitoring to ensure employees are using proper truck routes on tows when applicable, maintain proper speed, etc.

9. Dispatchers are responsible for confirming that employees on the road team are starting and ending shifts as put forth by the Road Team Manager. If there are any discrepancies, they must be brought up with the department Manager immediately.

10. Maintain an organized and clean work environment to incorporate proper handling and filing of work orders and any other assorted paperwork pertaining to the Road Team.

11. This position requires holiday coverage of dispatching duties at employee's place of residence via company provided cell phone and laptop. You will be part of a scheduling rotation for this (not every holiday).

Other Various Office Duties:
1. Answer telephone calls and directing non-Road Team related inquiries to proper recipient.
2. Utilization of company email for all work-related electronic communication and correspondence.
3. Utilization of company equipment for filing, faxing, scanning, etc.
4. You will be responsible for filling out and emailing an end-of-shift recap daily.

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