Dispatcher, Customer Service​/HelpDesk

• 3 Years of transit experience or previous dispatch experience preferred.
• Must have valid driver license. CDL Class B preferred.
• Experience working in a highly fast-paced environment.
• Experience working in a stressful
• Customer service experience in a fast-paced environment preferred.
• Demonstrated ability to maintain confidentiality and exercise professional judgment when handling employee, passenger, and operational information.
• Experience working in a team-oriented environment with a focus on professionalism, accountability, and ethical conduct.
• Union environment experience is preferred.

Skills

• Demonstrated excellent written and oral communications and organizational skills.
• Demonstrated commitment to providing excellent customer service to passengers, clients, internal departments, and external stakeholders.
• Ability to maintain a professional, respectful, and courteous demeanor when interacting with customers, operators, coworkers, and management.
• Ability to effectively manage difficult customer interactions and resolve concerns in a calm and professional manner.
• Strong conflict resolution and interpersonal communication skills.
• Ability to handle stress, including emergency situations.
• Computer skills, frequent use of Keyboard & Mouse.
• Ability to effectively decipher maps.
• Reasoning skills and decision making.
• Ability to effectively interpret contract rules and requirements.

Key Accountabilities Job  Information

• Supervise drivers in directions and immediate situations.
• Coordinates dispatching of drivers by receiving and transmitting radio calls.
• Inputs and retrieves computer data quickly.
• Answers questions and provides information to the drivers and clients over the telephone.
• Provide exceptional customer service by responding to customer, passenger, and operator inquiries in a professional, timely, and courteous manner.
• Utilize sound judgment and problem-solving skills to resolve service-related issues while maintaining a positive customer experience.
• Makes accurate entries into automated computer system.
• Maintains accurate, up-to-date files and logs.
• Assists drivers in ensuring clients are delivered in a timely manner.
• Handle emergencies as they arise.
• Assemble schedules for the following day of service.
• Clearly document all cancellations and no shows.
• Assist in other departments as needed.
• Effectively communicate any problems or issues with managers as situations arise.
• Maintain the highest standards of professional workplace ethics, integrity, accountability, confidentiality, and respect in all interactions.
• Foster a positive and inclusive work environment through professional communication and collaboration with coworkers, operators, management, and customers.
• Conduct all job duties in accordance with company policies, ethical standards, and applicable regulations.
• Creative thinking, problem solving, reasoning, and decision-making abilities.
• Email and Internet Microsoft Office Applications Suite
• May be able to sit for 6+ hours a day.
• Must use computer keyboard and monitor for 6+ hours a day.

Customer Service and Professional Conduct

• Serve as a professional representative of the organization when interacting with passengers, operators, vendors, employees, and members of the public.
• Provide prompt, accurate, and courteous responses to inquiries, complaints, and service concerns.
• Demonstrate professionalism, integrity, honesty, and respect in all business interactions.
• Maintain confidentiality of operational, personnel, and customer information.
• Support a workplace culture that promotes teamwork, accountability, diversity, inclusion, and mutual respect.

Physical Demands and Work Environment:

The physical demands and work environment characteristics described here are representative of those an employee may encounter while…