Access Dispatcher​/Controller

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Access ride Full Time Nashville, TN, US

We are We Go .
It's not just our name.
It's what we do.
That forward-thinking movement is extended and enriched by branding that looks and feels the same no matter where it lives in our communities.
The WeGo brand stands for a collaborative commitment to exceptional service, friendliness, integrity, and honesty as we connect riders to their community and one another.

The Access Dispatcher/Controller is an in- office position responsible for managing the operational concerns that arise during the day of service, rescheduling trips, monitoring on-time performance, and resolving customer-related issues while following established SOP's and WeGo protocols. The role involves close collaboration with in-house staff, and drivers to ensure seamless and efficient service delivery.

Operator Issues on Day of Service

• Address and resolve operator problems in real time.
• Approve no-shows, cancellations at the door, and answer all RTTs/radio calls.
• Provide directional assistance to operators as needed.
• Provides solutions to pick up and/or drop off issues and address any field problems such as accidents and breakdowns and maintain records of each occurrence
• Reschedule trips due to breakdowns, accidents, manpower shortages, vehicle issues, or late pull-outs.
• Enter data into computer by keyboard entry devices to complete dispatch calls.

Performance Monitoring

• Monitor and track on-time performance for in-house and 3rd party providers.
• Confirm that all in-house routes have operators and vehicles assigned.
• Collaborate with internal teams (e.g., work with Team 22) to facilitate van swaps and route assignments.
• Ensure unassigned trips are rescheduled after being returned by providers.

Trip Management

• Manually remove trips from non-dedicated third-party providers to fill slack time with in-house resources.
• Update trip details and adjust in-house routes to optimize on-time performance while monitoring vehicle location in real-time.
• Notates, investigates and reports late pull-outs and habitually late routes.
• Enters cancellations, no-shows, missed trips, and cancellations at the door into the system.
• Ensures smooth and timely dispatching by correcting booking errors, including address and time adjustments.

Customer Management on Day of Service

• Provide accurate ETAs (if Customer Care cannot provide).
• Address and resolve customer issues, ensuring service is maintained to a high standard.
• Rescheduling customers from no-shows, missed trips, accidents, breakdowns and delayed in-house routes.
• Effectively communicate with operators, customers, and third-party providers to ensure accurate and timely service.
• Assist with scheduling, ensuring that both customer and operational needs are met efficiently.
• Operates telephone and radio and communications equipment
• Contacts appropriate law enforcement agencies, medical services and/or supervisory personnel in emergency situations

• Strong written and verbal communication skills.
• Ability to solve practical problems and deal with a variety of concrete variables/scenarios.
• Demonstrate a high level of customer service commitment, confidentiality and integrity.
• Respectful and sensitivity to a diverse range of individuals, including the elderly and people with disabilities.
• Performs all duties with efficiency in a courteous, responsible and timely manner
• Ability to actively listen, gather and interpret information and exercise good judgement when making quick decisions.
• Ability to handle high-pressure situations.
• Ability to learn and follow…