Data dispatcher Data Dispatcher

  • Department: Operations — Communications Center
  • Reports to: Outbound Service Manager
  • FLSA Status: Hourly

Summary:

Coordinates daily transportation activity to ensure service goals are achieved in a designated time frame. Must use good communications skills and be committed to being service-oriented. Responsible for fair treatment of all independent drivers, and able to effectively communicates with field, CSR's, customers, supervisors and managers. Uses DDS and Trapeze dispatch software to effectively dispatch and track pending trips and cabs.

Essential Duties and Responsibilities:

  • Ensure all trips are dispatched and monitors response times
  • Responsible for customer satisfaction
  • Must be detail-oriented and able to multi-task in fast paced environment
  • Assist customers calling into the call center by phone
  • Understand and execute our commitment to the customer each and every day
  • Read and respond to driver messages. Verify all information when communicating with drivers.
  • Build rapport with drivers, customer service and planning through honesty and communication
  • Understand telephone functions and answer calls in a courteous and timely manner
  • Investigate service problems and provide recommendations
  • Contribute to a safe work environment by adhering to policies and procedures as outlined in the Company Safety Program
  • Monitor DDS and track cabs on GPS map. Identify problems and act quickly to support and assist during driver reported emergencies.
  • Monitor trip cancellations and driver no-trips for accuracy, assist drivers in locating addresses and solving problems
  • Dispatch calls via radio, telephone, DDS, and/or page
  • Schedule and route service requests and record dispatch activity using dispatch software
  • Answer incoming telephone and fax requests for service
  • Quote services, options and rates

Qualifications:

  • Understanding of Phoenix geography as well as developed map reading skills
  • Knowledge of Transportation Industry or previous experience in transportation industry preferred
  • Positive and professional phone and radio demeanor; good customer service orientation
  • Able to use computer workstation and dispatch radio
  • Willingness to work flexible hours
  • Proficient in using PC and Windows software
  • Independent self-starter who also works well without supervision
  • Strong problem solving skills
  • Must have a clear understanding of company's goals and objectives with respect to maximizing revenue, maximizing utilization, and providing quality service
  • Type at least 30 words per minute
  • Team player with strong interpersonal skills
  • Ability to pay close attention to detail, safety, planning and organizing
  • Strong listening and verbal skills

Education/Experience:

  • High School Diploma or GED
  • At least 2 years experience in transportation field
  • Prior customer service experience and/or leadership responsibility in a call center environment, dispatching or transportation industry a plus
  • Knowledge of DDS and/or Trapeze
  • Knowledge of healthcare transportation industry helpful

Language Skills:

  • English
  • Bilingual in Spanish preferred

Fax your resume to: 602.200.5519