Job Description

Reporting to the Call Centre Manager

The Dispatcher is the primary point of contact for customers, clients, and drivers. This role ensures smooth operations by receiving and prioritizing calls, dispatching tow trucks and operators, coordinating logistics, and providing accurate information.

This candidate exhibits high attention to detail, retention of information, strong multitasking, overall dependability, ability to remain composed during high-demand situations and works well within a team environment.

Knowledge of Alberta; rural and major city centers navigation is required.

The right candidate will be trained for any additional tasks that may be required.

Responsibilities:
Dispatch & Operations

Dispatch tow trucks and service vehicles using dispatch software, mapping software and GPS systems

Match calls with the appropriate equipment and driver based on location, capability, and priority

Monitor driver status, job progress, and completion times

Coordinate accident recoveries, roadside assistance, impounds, and scheduled tows

Maintain constant communication with drivers via radio, phone, or messaging systems

Use radio, phone or computer to send trucks and operators to appropriate locations to provide services to emergency services, accounts and the general public

Administrative Duties & Call Centre

Receive emergency and non-emergency calls

Accurately enter call details, job notes, and customer information into the system

Maintain detailed records for billing, claims, and compliance purposes

Assist with invoicing support, call logs, and daily reports

Follow company procedures, safety protocols, and municipal or contract requirements

Monitor all methods of communication, Phones, E-mails, and client portals

Identify opportunities for continuous improvement to management

Required Qualifications:
Minimum High School Diploma/GED Equivalent

Reasonable speed and accuracy in processing verbal information; information retention

Fast typing with experience in data entry

Proficiency with various computer programs including but not limited Microsoft applications, GPS- Geotab, Samsara, Merchant payment processing, client web portals

Valid Class 5 Driver’s License

Legally Authorized to Work in Canada with no restrictions

Preferred Qualifications:
Experience in towing, roadside assistance, emergency services

Familiarity with local roads, highways, and service areas

Knowledge of accident recovery or municipal towing operations

Working Conditions & Physical Demands:
City Wide Towing Inc. is a 24/7, 365 business operation. Shifts are flexible. Shifts will align with business needs. Scheduling can be discussed with successful candidate

Work will be conducted indoors

Part of training will require time spent in the field with operations

Fast-paced dispatch environment

High call volumes and time-sensitive decision-making

Extended periods sitting at a workstation

Exposure to stressful or emotionally charged situations

What City Wide Offers:
Competitive pay

Stable, year-round employment

Training and advancement opportunities

Supportive team environment

• This description is meant to outline the general nature and scope of the work associated with this position. It should not be interpreted as an exhaustive list of all responsibilities, duties, and required skills. Employees may be asked to take on additional tasks outside of their typical responsibilities as needed.
• Must have reliable transportation, as the office location is not accessible by public transportation.
• The base salary offered will be based on the successful candidate’s relevant experience, skills, and competencies, while also considering internal equity.