Dispatcher​/Router Combo Residential

Job Summary

Communicates back and forth with WM Drivers to assist with problem resolution while on route for residential, commercial and roll‑off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes WM customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses WM proprietary software to manage same day ticket routing as well as preparing all routes for the next day.

Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs. Some travel (up to 15%) may be required to work face‑to‑face with sites dispatcher is responsible for.

• Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
• Works with sites and the service department to optimize routes based on needs of the customer.
• Determines the daily level of driver staffing to provide best mix of responsiveness and productivity.
• Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and ensuring route completion.
• Handles field incoming calls and e‑mails from customer service and sales department; manages requests for all pick‑up or delivery on any container movement within the Market area.
• Initiates communication to customers while drivers are on‑site/location, resolving pick‑up and other issues delaying the service.
• Troubleshoots and resolves potential delivery and pick‑up problems before they result in service issues.
• Ensures same‑day service on missed pick‑ups by managing the routing for all routes and tracking Driver movement in the field.

• High School Diploma or G.E.D.
• 6 months of relevant work experience working in a team setting, with the ability to communicate to several areas effectively.
• Experience multitasking in a fast‑paced work environment with excellent organizational skills.

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

The expected base pay rate for this on‑site position is $21.00
. This pay represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.

At WM, each eligible employee receives a competitive total compensation package that includes medical, dental, vision, life insurance, and short‑term disability. In addition, we offer a stock purchase plan, company matching on a 401(k), and more. Employees also receive paid vacation, holidays, and personal days. Please note that benefits may vary by site.