Radio Dispatcher Radio Dispatcher

  • Department: Operations
  • 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 communicate 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:

  • Responsible for customer satisfaction
  • Must be detail-oriented and able to multi-task in a 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
  • Identify problems and act quickly to support and assist during driver reported emergencies
  • Monitor DDS and track cabs on GPS maps
  • Dispatch calls via radio, telephone, DDS, and/or page
  • Answers incoming telephone and fax requests for service
  • Quotes service options and rates

Qualifications:

  • Understanding of Phoenix geography as well as developed map reading skills
  • Knowledge of taxi transportation industry or previous experience in transportation industry preferred
  • Positive and professional phone demeanor and good customer service orientation
  • Able to use computer workstation and dispatch radio
  • Willing 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, utilization and providing quality service
  • Type at least 25 wpm
  • 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 two 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