Towing Dispatcher – High Stress, Problem Solving, Shift Work

About the Company

Empire State Towing & Recovery is a cornerstone of roadside assistance and vehicle recovery services across Western New York. For over two decades, we’ve provided swift, reliable, and professional towing and dispatch services, operating 24/7 to ensure the safety and convenience of our community. We pride ourselves on our rapid response times, experienced team, and our commitment to solving complex roadside challenges with efficiency and care. Join our dedicated team and be a vital link in supporting drivers when they need it most.

Job Description

Are you a calm under pressure, quick-thinking individual who thrives in a dynamic, high-stakes environment? Empire State Towing & Recovery is seeking a dedicated Towing Dispatcher to join our Buffalo team. This role is inherently high-stress, requiring exceptional problem-solving skills and the ability to work various shifts, including nights, weekends, and holidays. As the central point of contact, you will be responsible for coordinating immediate responses to emergency calls, managing a fleet of tow trucks, and ensuring timely service delivery. This isn’t just a job; it’s a critical service that helps people in distress. You must be prepared for constant communication, rapid decision-making, and the satisfaction of knowing you’re making a real difference when it matters most.

Key Responsibilities

• Receive and prioritize incoming service requests via phone and radio, assessing urgency and nature of need.
• Dispatch tow operators efficiently to various locations across Western New York, considering traffic, weather, and operator availability.
• Maintain constant communication with tow operators, providing clear instructions and support, and tracking their status and progress.
• Accurately record all call details, dispatch actions, and service outcomes in the dispatch system.
• Handle high-stress situations with professionalism and composure, de-escalating frustrated callers and providing reassuring assistance.
• Proactively identify and resolve logistical challenges, such as unexpected delays, vehicle breakdowns, or routing issues.
• Collaborate closely with local law enforcement, emergency services, and other external partners as required.
• Ensure compliance with all company policies, safety regulations, and relevant transportation laws.
• Manage multiple tasks simultaneously in a fast-paced environment while maintaining attention to detail.

Required Skills

• Minimum of 1 year of experience in dispatching, logistics, customer service, or a related field.
• Exceptional communication skills, both verbal and written, with a clear and professional phone demeanor.
• Strong geographical knowledge of Buffalo and the surrounding Western New York area.
• Proven ability to multi-task, prioritize effectively, and make sound decisions under pressure.
• Proficiency with computer systems, dispatch software, and radio communication.
• Excellent problem-solving abilities and a proactive approach to challenges.
• High level of resilience and emotional intelligence to handle stressful and emotional calls.
• Ability to work flexible shifts, including evenings, nights, weekends, and holidays.

Preferred Qualifications

• Previous experience as a towing dispatcher or in a similar emergency dispatch role.
• Familiarity with GPS tracking systems and mapping software.
• Basic mechanical knowledge of vehicles is a plus.
• Bilingual abilities (e.g., Spanish) are highly valued.

Perks & Benefits

• Competitive hourly wage with opportunities for overtime.
• Comprehensive health, dental, and vision insurance.
• Paid time off (vacation, sick leave, holidays).
• 401(k) retirement plan with company match.
• Ongoing training and professional development opportunities.
• A challenging yet rewarding work environment where every day brings new problems to solve.
• The satisfaction of providing essential services to your community.

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