Dispatch Specialist

Title: Dispatch Specialist
Duration: 6-12 Months
Location: Austin, TX

Job Summary
The Service Coordinator I reports directly to the Supervisor, Paratransit Control Center. The position is responsible for dispatching Transportation Network Company (TNC) “Pickup” branded service to Service Provider’s drivers; scheduling same day Pickup trips; and, answering Pickup customer calls and customer booking requests.

• Answers Pickup calls from customers and schedules using Via software to drivers.
• Proficient with same-day scheduling functions and directs operators on route to maximize efficiency.
• Document performance and maintain related records accurately.
• Assist and communicate with customers with Pickup policies.
• Communicates with Service Provider; drivers; and, customers to assure maximum productivity and customer satisfaction.
• Perform other duties as required and/or assigned.

• High school diploma or GED required.
• Two (2) years of Customer service or dispatching experience required.
• Two (2) years of transportation or related experience is preferred.
• Demand Response or Transportation Network Company (TNC) and computer experience is preferred.
• Bilingual (English and Spanish) is preferred but not required.

• Knowledge of the Austin street patterns and roadways.
• Thorough knowledge of operational transit methods, practices, and procedures pertaining to the delivery of transit or TNC services.
• Skill in reading and relaying information to customers, service providers and drivers.
• Ability to give accurate directions by radio and telephone.
• Ability to deliver excellent telephone customer service utilizing verbal communication skills.
• Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
• Knowledge of the American Disability Act service area.
• Ability to communicate effectively over the phone, in writing, and in person.
• Ability to problem-solve quickly and effectively customer and driver issues verbally.
• Working knowledge of applicable transit operations laws, regulations, policies, procedures, and labor-management agreements.

All your information will be kept confidential according to EEO guidelines.