Pay Rate:$39.67 per hourThis is an on-site position.
Knowledge and Experience- High school diploma or G.E.D
- 3 Years of transit experience or previous dispatch experience preferred.
- Must have valid driver license. CDL Class B preferred.
- Microsoft Office systems experience
- Multiline phone experience
- 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- Good judgement 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.
- Answer multi line phones
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 performing the essential functions of the job. Reasonable accommodation may be requested to enable individuals with disabilities to perform the essential functions.
All roles may entail, to varying extents, the following physical demands:
- Long periods (potentially exceeding 8 hours per day) of walking, standing, sitting, bending, pushing, pulling, climbing, lifting, balancing, stooping, twisting, squatting, handling materials, repetitive hand-wrist motions, and traversing uneven surfaces;
- Exposure to both extreme heat and cold;
- Exposure to loud noises, fumes, and airborne particles;
In addition to the above demands inherent in every role, the following roles may entail unique physical demands, including:
- Operators/Drivers may work inside or outside vehicles and may operate vehicles for over 8 hours per day.
- Operations Supervisors and Managers may split their work between an office setting looking at a computer screen/electronic device and active transit field locations driving in a vehicle.
- Maintenance Employees may be exposed to toxic or caustic chemicals in a ventilated maintenance shop and may work with personal computers, laptops, electronic hand-held devices, complex electrical schematics, diagnostic software and testing devices, and other heavy machinery.
- Office Staff may work indoors in air-conditioned or well-ventilated facilities, including offices and cubicle spaces equipped with a telephone and computer and may entail typing or looking at a computer screen.
Additional Statements:- Drug screening: Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination. Keolis maintains a drug-free workplace. Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
- Safety commitment: Safety is a way of life at Keolis. By placing safety first, we ensure the wellbeing of our employees, customers, and communities. Together we can become the safest transportation company in the world.
- Environmental commitment: Keolis is committed to protecting the environment by minimizing the impact of our operations on the communities where we operate.
