Admin Dispatcher/Router

WM•Pompano Beach, FL

5h•Remote

About The Position

This is a remote position that requires virtual and onsite training. Applicants must reside within the Florida Market area and possess strong communication and computer skills. Bilingual English/Spanish is a plus. The role requires flexibility for shifts within operation hours of 2 am - 9 pm ET, Monday-Friday, with rotating Saturdays. The primary function is to communicate with Waste Management Drivers to assist with problem resolution while on route, handle incoming service orders, direct drivers, and resolve service issues. This role involves interaction with customers, Waste Management customer service, sales, and operational staff. The use of Waste Management proprietary software is essential for entering ticket information and tracking activity. Shifts vary, with potential for overtime and Saturday hours depending on site needs. Some initial travel (up to 15%) may be required for centralization efforts.

Requirements

High School Diploma or G.E.D.
6 months of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively.
Experience multi-tasking in a fast-paced work environment with excellent organizational skills.
Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices.

Nice To Haves

Reside within the Florida Market area.
Strong Communication and Computer Skills preferred.
Bilingual: English/Spanish a plus!
Additional or specialized training in transportation, logistics, or similar area of study.
Customer service experience in a call-center environment preferred.
Computer skills with ability to handle multiple monitors, programs and systems.
Must have the desire and ability to learn Waste Management proprietary software applications.

Responsibilities

Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
Works with sites and the service department to optimize routes based on the needs of the customer.
Determines the daily level of driver staffing to provide the best mix of responsiveness and productivity.
Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assures route completion.
Handles incoming calls and e-mails from the customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area.
Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field.