Dispatcher (3rd shift - overnights

2 weeks ago

Buffalo, United States MERJ Fleet Services, Inc Full time
Job DescriptionJob Description

Job Description

Summary:

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. If road team employees miss any punches, they must fill out the missed punch form and turn it in to the Dispatcher on duty. The Dispatcher will sign off on then leave it for the Manager to input in Paychex and submit to payroll.

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

13. 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.

Job Types: Full-time, Part-time

Pay: $20-$25 per hour

Company DescriptionWe provide services to the heavy duty diesel truck community throughout WNY. A newer company that was formed in 2015 and has grown from two employees to fifty in 9 years. There are two shop locations with a fleet of 30 (heavy tow trucks, mobile service trucks, hauling trailers and tractors). Our main building is located at 1989 Harlem Road that has modern, professional administrative offices, which is conveniently located off of Interstate 90 and 190. MERJ Fleet Services awarded one of Business First's fasting growing companies in WNY and we were also awarded Business Firsts Best Places to Work award. It is a fast paced environment that can become demanding, especially in our busiest season of Buffalo winters However, we make it enjoyable with strong working relationships and high respect for each other.Company DescriptionWe provide services to the heavy duty diesel truck community throughout WNY. A newer company that was formed in 2015 and has grown from two employees to fifty in 9 years. There are two shop locations with a fleet of 30 (heavy tow trucks, mobile service trucks, hauling trailers and tractors). Our main building is located at 1989 Harlem Road that has modern, professional administrative offices, which is conveniently located off of Interstate 90 and 190. MERJ Fleet Services awarded one of Business First's fasting growing companies in WNY and we were also awarded Business Firsts Best Places to Work award. It is a fast paced environment that can become demanding, especially in our busiest season of Buffalo winters However, we make it enjoyable with strong working relationships and high respect for each other.

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