Dispatcher/Router Combo

WM•Pompano Beach, FL

22h•Remote

About The Position

This is a remote position that includes virtual and onsite training. Applicants must reside within the Florida Market area. Strong communication and computer skills are preferred. The shift starts between 9 am and 10:30 am ET, Monday through Friday, with rotating Saturdays. The role involves communicating with Waste Management Drivers to resolve problems while they are on route, handling incoming service orders, directing drivers, and resolving service issues. The position requires interaction with customers, Waste Management customer service, sales, and operational staff. The use of Waste Management proprietary software is necessary for entering ticket information and tracking activity. Shifts vary with the potential for overtime and Saturday hours depending on site needs. Some initial travel (up to 15%) may be required to assist with 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

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

Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route.
Handles incoming service orders, directs drivers, and resolves service issues.
Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.).
Uses Waste Management proprietary software to enter ticket information and track activity.
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.