Dispatcher How to Hire, Salary Data, and Job Descriptions
Dispatchers receive emergency and non-emergency calls, record significant information, and take appropriate action. They ensure that the calls are routed correctly to drivers and emergency crews in a timely manner. A dispatcher must have excellent communication skills, remain calm under stressful emergency situations, be able to think clearly, and quickly take action with little supervision. The ability to multitask is also important.
Dispatchers engage various parties and need to guarantee the accurate transmission of information. They should be able to prioritize calls according to urgency and importance. They may use radios, phones, or computers to transmit messages and direct vehicles to appropriate locations. They coordinate with drivers in the field, providing directions, changes in traffic, obstacles in the path, and weather conditions. They must be proficient with computers, have good knowledge of procedures, especially in emergencies, sound judgment, and must be critical thinkers. They need good people skills to build trust and good working relationships with their drivers.
Sample job description #1
Under immediate direction, the Dispatcher provides timely response to customer inquiries up to and including pick-ups, schedules, product orders, and all other aspects of a customer’s needs. Dispatches vehicles on a pre-set route for each driver daily in the interest of efficient customer service.
Key job activities
Assist Customer Service with customer requests (SFDC cases), route changes, rescheduling for pickups/missed stops, etc.
Provides highest level of customer service to all customers in line with Customer 1st objectives
Monitor, process, and escalate SFDC cases to supervisor
Assist walk-in customers
Assists drivers with problems/issues as issues arise (during the day or at the end of the route)
Reviews driver’s paperwork and files paperwork
Review and updates routes, new customers based on daily communication, reroutes existing customers as required
Ensures that routes are balanced daily
Assists Trans Supervisor/Manager as needed/directed
Update SAP data/notes
Communicate performance standards and objectives
Keeps staff informed of current problems, changes, and new developments in the department and company by conducting professional, organized, and participative meetings
Always maintains a safe and compliant workplace
In the absence of a manager/supervisor, monitor and ensure that employees are performing their functions safely and productively. Make recommendations for changes or improvement, when necessary, in order to prevent accidents or injuries
Perform other duties and responsibilities, as assigned
High School Diploma or equivalent
2+ Years experience, preferably in Transportation, Logistics, Routing, and Customer Service
Proficient in Microsoft Office applications
Sample job description #2
The Dispatcher will directly coordinate activities of technician crews and equipment while off premises. The Dispatcher will be responsible for the dispatching of vehicles and equipment and assigning the right crew to the right job in a timely manner to provide unparalleled customer service.
The Dispatcher will collect data, paperwork, and payment. The Dispatcher will drive the company business through a team effort.
Vehicle dispatching & route building
Acquire skills to use the PowerMagic dispatch system efficiently to perform all related job functions
Assign jobs to vehicles based on customer time demands
Effectively route jobs to maximize efficiency and customer satisfaction in both distance and driving time
Monitor crew status at all times
Supply crew members with proper customer/job information needed to complete work
Inform office staff of daily workload and encourage them to take same-day work particularly for time slots and areas where needed to maximize daily sales volume
Assist crew members with directions to destinations and give crews safety reminders when appropriate
Data collection & paperwork:
Collect pertinent information at completion of each job, meter, mileage, job total, add-on amount, payment type, and record information in PowerMagic
Perform credit card transactions for the crews
Familiar with all company products and cleaning processes and can assist/direct crews when presented with technical questions
Troubleshoot issues on tablets and swipers; inform management if unable to fix
Can adapt to company system and software changes
Keep customers properly informed of crew status, i.e., when they are on the way, running late, early, or other information the customer may require
Reach out to customers to confirm job appointments for the following workday
Other tasks as assigned
Sample job description #3
Do you like the versatility of juggling multiple tasks at once, being a resource for teammates that have questions, and have an excellent work ethic?
Essential Job Duties
Answer multi-line phone system while fielding/transferring calls
Greet visitors and customers with a pleasant, welcoming attitude
Type lease documents
Assist with order processing
Posting, sorting, opening, and delivering mail
Aiding headquarter employees with questions or concerns
Organize and maintain a neat and orderly reception area for employees
Provide clients with outstanding customer service
High School Diploma or AA Degree
Experience in Microsoft Word and Excel
Experience with multi-line phone units
Strong communication and problem-solving skills
Solid job tenure and work ethic
Strong attention to detail and follow-through
Advancement and growth into leadership roles
Medical/Dental/Vision/Life insurance plans
PTO, Vacation, Sick Leave
Average salary and compensation
The average salary for a dispatcher is $43,500 per year in the United States. Salary will vary based on the level of experience, industry, company size, and geographical location.
Los Angeles, California
Minneapolis-St. Paul, Minnesota
New York City, New York
Sample interview questions
What interests you about being a dispatcher in this particular industry?
How do you work under pressure?
What skills and qualities make a good dispatcher?
What software tools do you use on a daily basis?
How quickly can you learn to use a new computer program?
How do you respond to an angry customer/driver?
Describe a time when you were under pressure.
How would you rate your typing skills?
Where do you see yourself in 5 years?
How do you feel about constantly being on the phone?
What role did you play in your prior position?
Describe a time you worked closely with your coworkers to solve a problem.
Who else did you work with on this issue? What were their roles?
What are your salary expectations?
How do you imagine the typical workday of a dispatcher?
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