What Does a Dispatcher Do?
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. Due to the nature of the role, the ability to multitask is crucial.
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 strong knowledge of relevant procedures, sound judgment, and must be critical thinkers. They need good people skills to build trust and good working relationships with their drivers.
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National Average Salary
Dispatcher salaries vary by experience, industry, organization size, and geography. To explore salary ranges by local market, please visit our sister site zengig.com.
The average U.S. salary for a Dispatcher is:
$43,870
Dispatcher Job Descriptions
It’s important to include the right content in your job description when hiring a dispatcher. The following examples can serve as templates for attracting the best available talent for your team.
Example 1
[Your Company Name] is looking for an experienced dispatcher to help us. The ideal candidate will display the analytical and organizational skills necessary to receive, evaluate, and dispatch emergency and non-emergency calls for assistance. The individual also needs to utilize effective communication through excellent verbal and typing skills to maintain efficient operations and respond to potentially high-stress situations. You should exhibit technological competency to utilize complex telecommunications, alarms, and computer systems. As an ideal candidate, you have proven experience in the communications field.
Typical duties and responsibilities
- Plan routes using mapping software and logistics programs
- Serve as a liaison between drivers and customers
- Monitor driver locations through the use of GPS and computer programs
- Build relationships with both drivers and customers
- Assess problems, weigh risks, consider options, and recommend solutions
- Negotiate shipping schedules
Education and experience
- High school diploma or GED required
- Three years of related experience in a communications/logistics role
Required skills and qualifications
- Exceptional written and verbal communication skills
- Impeccable attention to detail
- Proficiency using computer mapping and logistics programs
- Ability to convey instructional information between drivers and customers
- Excellent teamwork and organization skills
Preferred qualifications
- 3 years working in the logistics or delivery industry
- Experience working with mapping and logistics software
Example 2
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
Experience
- High School Diploma or equivalent
- 2+ Years experience, preferably in Transportation, Logistics, Routing, and Customer Service
- Proficient in Microsoft Office applications
Example 3
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
Technical support
- 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
Customer service
- 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
Example 4
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
Qualifications
- 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
Benefits
- Advancement and growth into leadership roles
- Team-player environment
- Medical/Dental/Vision/Life insurance plans
- Matched 401k
- PTO, Vacation, Sick Leave
- FSA/HSA programs
Candidate Certifications to Look For
Dispatchers work in a variety of industries. Some companies offer custom training programs as well. There are a few certifications available depending on the industry candidates are working in. EMD certification is an emergency medical dispatcher. EFD certification is an emergency fire dispatcher. EPD certification is an emergency police dispatcher. Some states will require these specific certifications when working in emergency fields. Outside of these, there are not many certifications for other industries.
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 high pressure.
- How would you rate your typing skills?
- 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?
- How do you imagine the typical workday of a dispatcher?
- How do you organize your workload?
- How do you prioritize calls from drivers in the field?
