Senior, Dispatcher/Router

WM•Oklahoma City, OK

14h•Onsite

About The Position

This role involves communicating with WM Drivers to assist with problem resolution while on route, handling incoming service orders, directing drivers, and resolving service issues. The Dispatcher/Router interacts with customers, WM customer service, sales, and operational staff (e.g., Route Managers, Mechanics). The position requires using WM proprietary software to enter ticket information and track 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 (accredited)
2 years Minimum of previous dispatching experience (in addition to education requirements)
Computer skills with ability to handle multiple 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 Waste Management proprietary software applications

Nice To Haves

Additional or specialized training in transportation, logistics, or similar area of study
Customer service experience in a call-center environment

Responsibilities

Works with routing specialists, route managers, and the service department to optimize complex routes
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
Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service
Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues
Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
Records and documents information from Drivers and distributes to appropriate departments
Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues
Serves as point person for manager; coordinates projects and other tasks as necessary
Delegates work in managers absence
Serves as an escalation point for other Dispatchers in the department
Train new Dispatchers
Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area