High Volume Towing Dispatcher

Position Summary

The High Volume Towing Dispatcher is responsible for managing incoming towing and roadside service requests, coordinating drivers, prioritizing emergency calls, and ensuring efficient dispatch of company tow trucks.

This position requires fast decision-making, strong communication skills, and the ability to handle high call volume under pressure while maintaining professionalism and accuracy.

The dispatcher acts as the central command center between customers, drivers, police departments, insurance companies, and management.

Core Responsibilities

1. Call Intake & Customer Communication

Dispatcher must:

• Answer incoming towing and roadside service calls
• Gather accurate information from customers
• Enter complete job details into dispatch system
• Provide accurate ETA to customers
• Maintain professional tone at all times

Required Information to Collect

Customer Name
Call Back Phone Number
Vehicle Make / Model / Color
Vehicle Condition (accident, breakdown, flat tire, etc.)
Exact Pickup Location
Destination Location
Special Circumstances (blocked vehicle, parking garage, etc.)

2. Dispatching Tow Trucks

Dispatcher must:

• Assign jobs to the closest and most appropriate driver
• Prioritize emergency and accident calls
• Monitor driver locations and job status
• Ensure minimum downtime between calls

Dispatcher must constantly monitor:

• Driver availability
• Truck type needed (wheel lift / flatbed)
• Traffic conditions
• Distance between calls

Goal:

Maximize truck productivity and reduce wait times

3. Driver Communication

Dispatcher must maintain constant communication with drivers.

Responsibilities include:

• Sending job details to driver
• Updating driver on customer expectations
• Confirming job completion
• Monitoring driver safety and location

Dispatcher must ensure drivers:

• Receive accurate dispatch information
• Confirm job acceptance
• Provide ETA updates when needed

4. Accident & Police Tow Management

Dispatcher will handle priority accident calls and must:

• Communicate clearly with police departments
• Dispatch appropriate truck immediately
• Gather accident details
• Notify management when necessary

Dispatcher must remain calm and professional during emergency situations.

5. Job Tracking & Documentation

Dispatcher must maintain accurate records for every call.

Responsibilities include:

• Entering job details into dispatch system
• Updating job status in real time
• Recording driver arrival times
• Documenting special circumstances

Accurate documentation is critical for billing and liability protection .

6. Fleet Coordination

Dispatcher must manage the entire fleet.

Responsibilities include:

• Monitoring truck availability
• Coordinating driver shift changes
• Redirecting drivers to high demand areas
• Avoiding unnecessary dead mileage

Goal:

Keep every truck moving and producing revenue.

Performance Expectations

A successful dispatcher must be able to:

Handle high call volume efficiently
Dispatch trucks within 1–2 minutes of call intake
Maintain professional customer communication
Minimize driver downtime
Keep dispatch board organized and updated

Required Skills

Strong communication skills
Ability to multitask under pressure
Excellent decision-making ability
Strong geographic knowledge of Philadelphia
Professional phone etiquette
Computer and dispatch software proficiency

Preferred Experience

• Towing dispatch experience
• Emergency services dispatch
• Logistics dispatching
• Transportation coordination

Key Traits of a Great Dispatcher

A great dispatcher is:

Calm under pressure
Highly organized
Decisive
Customer-focused
Driver-supportive
Detail-oriented

Performance Metrics (KPIs)

Dispatcher performance may be evaluated based on:

• Average dispatch time
• Call handling time
• Customer satisfaction
• Driver productivity
• Accuracy of job documentation
• Response time to emergency calls

Work Environment

This position operates in a fast-paced, high-pressure environment where quick decisions and strong communication are required.

Dispatchers must be comfortable handling:

• Multiple phone calls simultaneously
• Emergency situations
• Demanding customers
• Time-sensitive dispatch decisions

Mission of the Dispatcher

The dispatcher is responsible for ensuring that:

Customers receive fast, professional service and drivers operate efficiently.

At MrKitt’s Service Center & Towing , dispatch is not just answering phones — it is running the command center of the entire towing operation.