Digital Care Dispatcher

WM•Baltimore, MD

21h•Remote

About The Position

Under general supervision, provides data and reporting within assigned areas of expertise. Provides data analysis to support and enhance overall department workflow, customer service, improvement and work quality. Communicates with WM Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes WM customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses WM proprietary software to enter ticket information and track activity. This is a remote position, but candidates must be located within the Capitol Market Area (WPA/WV/MD/VA). The position is Monday - Friday with a 7:00 am start time.

Requirements

High School Diploma or GED (accredited).
2 years of previous experience (in addition to education requirement).

Responsibilities

Prepares reports on data summaries, changes, and trends for use by management.
Assists with special projects within assigned department or as part of cross-functional teams as required or assigned.
Assists with department processes and work flow to ensure overall accuracy and quality of data and reporting output.
Determines areas of risk as new or changed processes are implemented.
Recommends changes, updates and processes for continuous improvement in areas of expertise.
Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response.
Other duties as assigned.