Customer Service / Dispatch Manager

We are looking for a Customer Service / Dispatch Manager to bring stability, professionalism, logical thinking, and world-class service to our growing company! You will lead an office team of 4 - 6 employees and teach them how to make business-related decisions involving customers and employees. You will work directly with management, dispatchers, drivers, law enforcement, and the public. The right person must be customer-focused, detail oriented, and results-driven with the ability to work in a fast paced, constantly changing environment.

Responsibilities:

• Oversee the day-to-day operations of our dispatch / customer service team
• Ensure uniformity, completeness, and accuracy on each incoming call
• Ensure the highest level of service for our customers at all times
• Reinforce teamwork, professionalism, positivity, and relationship building as our cultural focus
• Properly diagnose incoming caller needs and mobilize the correct resources to remedy the situation in the most safe and time-efficient manner possible
• Make cost-effective decisions in line with company goals and expectations
• Troubleshoot daily challenges for both customers and drivers and introduce actionable solutions
• Resolve critical issues and complaints in a timely manner
• Generate recommendations for improved efficiency, faster learning, more effective decision making
• Develop subordinates’ technical skills through regularly scheduled training and coaching
• Set expectations, measure performance, communicate wins and losses openly

Qualifications:

• High school diploma (or equivalency)
• 2+ years experience in transportation, trucking, and/or service industry
• 2+ years experience with load planning, scheduling, dispatching, or former driver
• 2+ years leading and developing direct reports
• Strong knowledge of Omaha and Council Bluffs geographic areas
• Demonstrated common sense, practical problem solving, conflict management via work history
• Demonstrated ability to communicate in a professional and courteous manner, both verbal and written
• Familiarity with Microsoft Outlook, Word, and Excel desired
• Strong organizational skills and attention to detail

Benefits:

• Health insurance
• Dental insurance
• Vision insurance
• 401(k)
• Paid Time Off

About Us:

Arrow Towing is one of the largest towing companies in the United States with locations in Council Bluffs, Iowa and Omaha, Nebraska. We manage multiple law enforcement contracts and serve corporate, public, and private clients. We specialize in Heavy Duty and Industrial markets, as well as day-to-day light duty towing. We are financially strong, owning all our properties, trucks, and equipment, and we service our client needs coast-to-coast.