Dispatcher/Router Combo

Waste Management, Inc. (WM)•Village of Germantown, WI

8h•Remote

About The Position

This is a remote position that includes virtual training and allows employees to sit anywhere in the U.S. The role requires flexibility within 5 am - 7 pm CT operation hours and experience in dispatch, routing, and optimizing routes. Strong communication and computer skills are preferred. The Dispatcher/Router Combo communicates with Waste Management Drivers to assist with problem resolution while on route for residential, commercial, and roll-off lines of business. They handle incoming service orders, direct drivers, and resolve service issues. The role also interacts with customers, including Waste Management customer service, sales, and operational staff. The position uses Waste Management proprietary software to manage same-day ticket routing and prepare routes for the next day. Shifts vary with the potential for overtime and Saturday hours depending on market area dispatch center needs. Some travel (up to 15%) may be required to work face-to-face with sites the dispatcher is responsible for.

Requirements

High School Diploma or G.E.D (accredited).
Six (6) months of relevant work experience in a team setting, with the ability to communicate to several areas effectively.
Multi-tasking in a fast-paced work environment with excellent organizational skills.
Computer skills with ability to handle multiple monitors, programs and systems.
Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices.
Must have the desire and ability to learn WM proprietary software applications.
Must have a REAL ID or be willing to obtain one if travel by air or access to federal property is required.

Nice To Haves

Experience in Dispatch/Routing/Optimizing Routes
Strong Communication and Computer Skills

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 needs of the customer.
Determines the daily level of driver staffing to provide 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 assuring route completion.
Handles fields incoming calls and e-mails from 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.