Dispatcher, Customer Service​/HelpDesk

Job Details

Job Location:

Chicago, IL 60620 Salary Range: $25.00 - $30.00 Hourly Dispatcher / Customer Service Coordinator – Vincennes

Sunrise Transportation has been partnering with school districts for over 30 years to provide best-in-class transportation services to students throughout the Northeast and Midwest, with an emphasis on serving students with special needs.

We are more than a bus company-we strive to be a bright spot in our passengers' day. Our commitment is centered around safety, trust, reliability, transparency, attentiveness, and a sense of family.

The Dispatcher / Customer Service Coordinator plays a critical role in supporting the safe, efficient, and customer-focused operation of our Lakeview transportation services.

This position coordinates daily dispatch operations while serving as a key communication link between drivers, monitors, parents/guardians, schools, district representatives, customers, and branch leadership.

This position is not limited to traditional dispatch functions. It is designed to provide dedicated ownership of customer communication, service recovery, issue resolution, and follow-through while supporting safe and efficient daily transportation operations.

The ideal candidate is organized, responsive, solutions-oriented, customer-focused, and able to remain professional and composed in a fast-paced transportation environment.

• Coordinate daily transportation operations involving routes, drivers, monitors, vehicles, and student transportation needs.
• Maintain regular communication with drivers and monitors throughout daily operations.
• Dispatch routes and coordinate stops, pickups, and drop-offs.
• Assist with developing, maintaining, and modifying routes based on operational and customer needs.
• Monitor route performance and identify delays, missed pickups, vehicle issues, traffic conditions, construction, call-offs, and other service disruptions.
• Work with branch leadership to modify routes or assignments when operational needs change.
• Assist with driver and monitor scheduling and coverage of open assignments.
• Communicate route changes and operational instructions clearly and accurately.
• Maintain accurate dispatch logs, call records, route information, and other required documentation.
• Immediately elevate significant safety, student, service, or operational concerns to appropriate leadership.
• Support the overall operation as needed to ensure transportation services are delivered safely, efficiently, and successfully.

• Serve as a primary point of contact for parents/guardians, school administrators, district personnel, drivers, monitors, and other customers.
• Answer incoming calls and communications promptly, professionally, and courteously.
• Provide accurate and timely updates regarding significant delays, route changes, missed pickups, vehicle substitutions, and other service-related matters.
• Listen to customer concerns and gather the information necessary to understand and appropriately address the issue.
• Maintain professionalism, patience, and composure when interacting with frustrated or upset customers.
• Communicate with empathy while maintaining appropriate professional boundaries.
• Build and maintain positive working relationships with school and district representatives.
• Protect confidential student, employee, and customer information.
• Partner with Operations, Safety, and other departments as necessary to resolve customer concerns.

The Dispatcher / Customer Service Coordinator is expected to take ownership of customer concerns from initial contact through appropriate resolution or escalation.

Responsibilities include:

• Proactive Communication:
  Provide timely updates to parents, schools, and district representatives when significant service disruptions occur.
• Complaint Management:
  Document customer complaints, including the nature of the concern, relevant facts, action taken, escalation, and resolution.
• Follow-Through:
  Track unresolved concerns and ensure appropriate follow-up occurs. Issues should not simply be…