Dispatcher

Waste Pro•Hoxie, AR

About The Position

The Dispatcher communicates with Waste Pro drivers to respond to incoming service orders, schedule service, resolve route and service issues, and complete daily routing, dump, and crew data entry. The role distributes information to driver teams and coordinates with customers and internal departments to support prompt, reliable service. The Dispatcher assigns and monitors daily routes and service tickets for residential, roll-off, and commercial drivers; balances customer needs, driver locations, loads, cost, and response time; and follows up on potential service problems. The position also reviews route paperwork, maintains records and operational data in company systems, supports route supervisors and Customer Service, and maintains driver phones and radios. The normal work setting is an office. A high school diploma or GED and at least six months of related work experience are required. Experience in waste, transportation, or logistics and customer service experience in a call center are preferred.

Requirements

High school diploma or GED.
At least six months of related work experience.
Good telephone and two-way radio skills.
Ability to deal with internal and external customers courteously and professionally.
Computer proficiency, including MS Office and typing skills.
Ability to react well under pressure and treat others with respect.
Ability to identify and resolve problems in a timely manner.
Ability to prioritize and plan work activities.
Ability to work efficiently and effectively independently and as part of a team.

Nice To Haves

Experience in the waste industry, transportation, or logistics.
Previous customer service experience in a call center environment.

Responsibilities

Maintain contact between drivers and home base, dispatching drivers to incoming calls based on customer needs, driver locations, loads, and daily factors affecting cost and response time.
Assign routes and service tickets to appropriate drivers for the current and following day, and close service tickets daily.
Plan, distribute, monitor, and follow up on daily route assignments for residential, roll-off, and commercial drivers to ensure service meets Waste Pro standards and agreements.
Troubleshoot and resolve potential delivery and pickup problems; communicate with drivers and customers and relay service changes to Sales staff.
Answer route-information requests from Customer Service and coordinate with the Customer Service Manager, Operations Manager, and drivers to ensure follow-through on issues.
Distribute county requests to route supervisors.
Communicate with maintenance shop personnel and serve as an emergency point of contact for drivers.
Review route paperwork, enter customer information into the database, close prior-day work orders, correct identified issues, and distribute driver information to appropriate departments.
Maintain operational data in company systems, including verifying and entering dump tickets in Tower, closing tickets and adding notes in Trackese, entering new driver, truck, and route data in Tower, and entering and providing “Crew Out” information to supervisors.
Print, review, and correct data in daily productivity reports for route supervisors.
Distribute and maintain driver phones and radios, including software updates and charging phones each evening.
As needed, track uniforms, review driver timecards, reconcile supervisor fuel tickets, maintain PPE inventory, ensure necessary forms are available, and prepare Saturday work.
Attend and participate in assigned corporation-sponsored training, keep up to date with job-appropriate technology, and perform other duties assigned by the supervisor.