Dispatcher, Customer Service​/HelpDesk

POSITION SUMMARY

Manage the day-to-day communications coming into the Radio Communications Center (RCC), via radio, telephone and email. Provide services resulting in the timely and efficient transportation to customers.

• Monitor and address radio communications for coach operators and street service supervisors regarding traffic, emergencies, illness, weather, etc.
• Answer telephone calls and email messages from coach operators, police and fire departments, ARTIMIS center, service supervisors , customer service representatives, customers, and passengers.
• Create and/or maintain reports for pertinent transmissions in CAD/AVL, radio/CAD/AVL inventory and radio repairs, Service Disruption Report, and Take and Wait/Change Off Report.
• Notify first responders (police, fire, EMS) to assist employees, passengers and citizens during emergency situations.
• Communicate to all affected personnel and develop alternate routing for detours, necessitated by road blockages/congestion due to accidents, volume, construction, special events, police, or fire.
• Monitor and report on ARTIMIS cameras, garage security cameras, special events, and operator rule infractions. Arrange for special considerations for ill or stranded passengers, e.g. dispatch a shuttle or provide supervisor pick-up.
• Operate CAD and AVL systems properly to ensure achievement of on time performance, customer service, and safety goals and expectations.
• Assist in Radio and other procedure training of new operators.
• 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.
• Facilitate the development of strategies to meet or exceed organizational and department performance goals and objectives, monitor results, and recognize employee, department and organization accomplishments.
• Model, facilitate and encourage exemplary internal and external customer service, open communication, collaboration, participation and professional development among staff.
• Ability to work in compliance with Metro's safety and security policies.
• Other duties as assigned.

• Competency Statement(s)
• 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.

• High School Graduate or General Education Degree (GED)

• Two or more years as a coach operator

• Computer Skills
• Working knowledge of email, Microsoft Applications, and CAD/AVL. Use of standard office equipment

• Working knowledge of the Metro system and all routes.
• Familiarity with all coaches and their features including video digital cameras and radios.
• Must have open availability and be able to work any shift including nights, weekends, and holidays.
• Must be available to come in early or stay late depending on business needs for the day.

• Radio Communications Center atmosphere

Metro is an Equal Opportunity/ Affine Action employer. We provide equal employment opportunities to all…