Dispatcher, Customer Service​/HelpDesk

Position: Dispatcher - Full-Time
This position is a full-time, extra board position with one weekday and a second
 floating day off per week. This is a Union position. Work schedules (bids) are
 selected based on seniority.

 Salary: $23.63 per hour.

 This position will remain open until filled with preference given to
 applications received by 4:30 p.m. on Sunday, May 3, 2026.

PRIMARY OBJECTIVE OF POSITION

 The Dispatcher is responsible for Fixed Route and Dial-a-Ride customer service,
 and Operator and passenger scheduling. The Dispatcher serves as the primary
 contact to answer customer requests for information by phone, online or in
 person.

 Essential Functions of the Position

 Essential duties listed below are intended only as illustrations of the various
 types of work that may be performed. The omission of specific duties does not
 exclude them if the work is similar, related or logical to the position.

  1. Responsible for providing customer service to Metro Bus passengers and staff
     1. Operate two-way radio to communicate with Bus Operators and support staff
     2. Notify Street Supervisors of situations requiring attention
     3. Provide transit service and information to Fixed Route passengers and the
        general public at the Transit Center
        1. Verify and load cash drawer
        2. Sell fair media and tickets and accurately record all sales
     4. Provide transit service and information to Dial-a-Ride passengers at the

Call Center
        1. Receive Dial-a-Ride customer calls
        2. Schedule passenger rides within Operator shifts
        3. Utilize computerized scheduling software to schedule rides and answer
           customer inquiries.
  2. Receive and document customer comments and complaints
  3. Notify Operations Manager of dispatch scheduling errors or concerns
  4. Communicates courteously and professionally and maintains respectful working
     relationships with coworkers and customers in carrying out job functions
  5. Performs all job duties in compliance with safety guidelines and with an
     ongoing awareness of safety practices
     1. Knows and follows safety rules and guidelines as well as sound work and
        safety practices in order to accomplish the job objectives and avoid
        injury or loss
     2. Wears proper protective equipment when policy requires or conditions
        indicate a need exists and utilizes proper body mechanics and ergonomics
        while performing work
     3. When potentially unsafe conditions are observed, makes efforts to avoid
        or correct them if they are controllable and draws them to the attention
        of the responsible supervisor or safety representative in a timely manner
  6. Performs other duties and activities as assigned

MINIMUM QUALIFICATIONS

 The job requires a high school diploma or equivalent and one (1) year experience
 in driver or fleet dispatching, customer service or equivalent combination of
 education and experience

 Knowledge, skills and abilities required include:

* Ability to deal tactfully and courteously with co‑workers, subordinates, and
    the general public and to handle all types of situations
  
* Ability to diffuse situations/conversations that have escalated beyond normal
    limits
  
* Ability to understand and carry out both oral and written instructions and
    complete written reports
  
* Must be able to read and speak English fluently. Bilingual a plus.
  
* Must have a high level of proficiency using computers
  
* Ability to gain detailed geographic knowledge of the St. Cloud Metropolitan
    area
  
* Availability to work a flexible schedule including weekends, early morning
    and late nights
  
* Interpersonal skills sufficient to exchange and or convey information,
    receive work direction, and maintain effective working relationships with all
    levels of employees, committees and groups; and

DESIRABLE QUALIFICATIONS

* Technical or Community College, business college or two (2) years
    post-secondary education

PHYSICAL DEMANDS AND WORKING ENVIRONMENT

  1. This position is predominately in a an office environment requiring long
     periods of sitting and/or standing
  2. Utilizes computer, phone and two-way radio along with other office equipment
     on a regular basis
  3. Will require minimal travel outside of Metro Bus facilities. Will primarily
     utilize a Metro Bus vehicle for travel

 This position description does not constitute an employment agreement between
 the employer and the employee and is subject to change by the employer as the
 needs of the organization and requirements of the job change.

 Metro Bus is an Equal Opportunity Employer in compliance with the Americans with
 Disabilities Act. It will provide reasonable accommodations to qualified
 individuals with disabilities and encourages both prospective and current
 employees to discuss potential accommodations with the employer.