Job Description
Job DescriptionDescription:
Echo Nevada is seeking a Dispatcher to work with our team by coordinating and scheduling drivers for passenger pick up in a safe, efficient, and timely manner. The ideal candidate will work well under pressure while managing competing sources of data.
This position requires experience working with people under stressful conditions and circumstances. Accustomed to working in a fast-paced environment with multi-tasking several schedules and priorities at once.
What we need you to do:
- Schedules drivers for passenger pick-up in a way that maximizes the efficiency of all available drivers.
- Anticipates complications along routes and at driver destinations; communicates delays and route changes as necessary.
- Maintains radio and/or phone contact with drivers; receives and dispatches response and emergency aid when needed.
- Maintain a positive, empathetic, and professional attitude toward drivers always.
- Acknowledge and resolve driver complaints.
- Ensure that proper records are maintained by noting customer and driver interactions, transactions, comments, and complaints.
- Communicate and coordinate with colleagues as necessary.
- Provides feedback on the efficiency of the dispatch process.
- Ensures customer satisfaction and provides professional customer support. Operating a multi-line console phone telephone system and 2-way radio - Operating a radio console.
- Determining and assigning the levels of service to reservation.
- Assigning appropriate codes to the reservations
- Performing and reporting crisis intervention with road-side assistance and /or emergency response.
- Handling the responding and reception of a wide range of emergency and nonemergency services and complaints
- Entering and changing information in local state and national computer databases
- Evaluate situations, use judgment, and establish priorities and quickly resolve issues.
- Monitoring the live dispatch screen and making sure drivers are enroute to their next ride 30minutes prior.
- Performs other related duties as required.
Requirements:
- High school diploma or equivalent required
- Three to five years prior customer service experience required.
- One-year prior experience in a dispatch call center environment strongly preferred.
- Prior experience as a driver or chauffeur highly preferred
- Excellent verbal and written communication skills
- Strong organizational skills to prepare and assign routes.
- Basic understanding of geographical area and mapping programs to facilitate efficient scheduling.
- Excellent communication skills to collaborate with others under any type of condition.
- Excellent organizational skills to keep track of schedules, routes, and personnel.
- Excellent listening skills, good hearing, and clear speech
- Knowledge of computers for scheduling and other dispatching duties
- Ability to multi-task with different, and sometimes conflicting, events in real time.
- Ability to work under stress and remain calm and to calm others during rapidly changing circumstances.
- Ability to relay information in a fast-paced environment.
- Proficient with or able to quickly learn dispatch and recordkeeping systems.
- Ability to work at a fast pace and under pressure.
Physical Requirements:
- This position will sit for extended periods of time.
- Requires manual dexterity and use of hands and fingers while using a computer for extended periods of time.
Echo Nevada is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind. Echo Nevada is committed to equal employment opportunities for all employees. You bring your Experience and Customer Service skills, and we will provide you with a work environment free of discrimination and harassment. All employment decisions will be based on business needs, job requirements and individual qualifications.