Dispatcher, Customer Service​/HelpDesk

Go METRO

Dispatcher

Position is responsible for providing direction to and maintaining two-way communications with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance.

• Assign stand-by or extra-board operators in the event of operator absences, increased service volumes or in order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations.
• Maintain attendance log for operators and other appropriate staff.
• Assign vehicles giving consideration to preventive maintenance schedules and capacity needs.
• Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary.
• Monitor operators and trip status, making adjustments and reassignments as necessary to ensure on time performance.
• Maintain professional demeanor and appearance.
• Handle multiple tasks accurately and effectively in a fast-paced environment.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Provide a positive work environment that does not discriminate based on race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty or status as a covered veteran.
• Have the ability to work in compliance with Metro's safety and security policies.
• Perform other duties as assigned.

• Communications – Excellent verbal, writing and non-verbal skills. Persuasive, consensus builder.
• Customer Focus – Excellent problem-solving skills and a desire to exceed customer expectations.
• Employee Development – Competent in assessing employee skills: coaches, delegates, and supports employee development. Provides constructive feedback.
• Leadership – Energetic, innovative self-starter, committed to continuous improvement and creative problem solving.
• Professional Integrity – Exhibits and values commitment, leadership, accountability, diversity, honesty, fiscal responsibility, and the ability to maximize resources.
• Proficiency – Able to multi-task, excellent computer skills, accuracy and attention to detail.
• Strong customer service skills.

High School Graduate or General Education Degree (GED)

Previous data entry, dispatch, customer service, supervisory and/or operating experience desired but not required.

• Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package.

• Knowledge of service area.
• Ability to read, write and speak clearly the English language. Basic knowledge of Spanish may be required.
• Depending on contract location and requirements.
• Able to use multi-line phone system and handle multiple tasks concurrently.
• Ability to work independently and follow directions.
• Ability to adapt and remain flexible in a dynamic environment.

• Communications Center / Office Environment

• Walk short distances (O).
• Sit for periods of time (C).
• Handling telephone and paper documents (C).
• Stand (O).

Metro is an Equal Opportunity/Affirmative Action employer. We provide equal employment opportunities to all qualified employees and applicants for employment without regard to race, religion, sex, age, marital status, national origin, sexual orientation, citizenship status, veteran status, disability or any other legally protected status. We prohibit discrimination in decisions concerning recruitment, hiring, compensation, benefits, training, termination, promotions, or any other condition of employment or career development.