Dispatcher - Reno

Keolis America • Reno, NV

3d • Onsite

About The Position

This is an on-site position. The Dispatcher will supervise drivers in directions and immediate situations. They will coordinate dispatching of drivers by receiving and transmitting radio calls, and inputting and retrieving computer data quickly. The role involves answering questions and providing information to drivers and clients over the telephone, and providing exceptional customer service by responding to customer, passenger, and operator inquiries in a professional, timely, and courteous manner. The Dispatcher will utilize sound judgment and problem-solving skills to resolve service-related issues while maintaining a positive customer experience. They will make accurate entries into an automated computer system, maintain accurate, up-to-date files and logs, and assist drivers in ensuring clients are delivered in a timely manner. Handling emergencies as they arise, assembling schedules for the following day of service, and clearly documenting all cancellations and no shows are also key responsibilities. The role may also involve assisting in other departments as needed and effectively communicating any problems or issues with managers as situations arise. Maintaining the highest standards of professional workplace ethics, integrity, accountability, confidentiality, and respect in all interactions is crucial. Fostering a positive and inclusive work environment through professional communication and collaboration with coworkers, operators, management, and customers is expected. All job duties must be conducted in accordance with company policies, ethical standards, and applicable regulations. Creative thinking, problem solving, reasoning, and decision-making abilities are essential.

Requirements

• High school diploma or G.E.D
• 3 Years of transit experience or previous dispatch experience preferred.
• Must have valid driver license.
• Microsoft Office systems experience
• Multiline phone experience
• Experience working in a highly fast-paced environment.
• Demonstrated ability to maintain confidentiality and exercise professional judgment when handling employee, passenger, and operational information.
• Experience working in a team-oriented environment with a focus on professionalism, accountability, and ethical conduct.
• Good judgement skills
• Demonstrated excellent written and oral communications and organizational skills.
• Demonstrated commitment to providing excellent customer service to passengers, clients, internal departments, and external stakeholders.
• Ability to maintain a professional, respectful, and courteous demeanor when interacting with customers, operators, coworkers, and management.
• Ability to effectively manage difficult customer interactions and resolve concerns in a calm and professional manner.
• Strong conflict resolution and interpersonal communication skills.
• Ability to handle stress, including emergency situations.
• Computer skills, frequent use of Keyboard & Mouse.
• Ability to effectively decipher maps.
• Reasoning skills and decision making.
• Ability to effectively interpret contract rules and requirements.
• Email and Internet
• Microsoft Office Applications Suite
• May be able to sit for 6+ hours a day.
• Must use computer keyboard and monitor for 6+ hours a day.
• Answer multi line phones
• Serve as a professional representative of the organization when interacting with passengers, operators, vendors, employees, and members of the public.
• Provide prompt, accurate, and courteous responses to inquiries, complaints, and service concerns.
• Demonstrate professionalism, integrity, honesty, and respect in all business interactions.
• Maintain confidentiality of operational, personnel, and customer information.
• Support a workplace culture that promotes teamwork, accountability, diversity, inclusion, and mutual respect.
• Pursuant to Department of Transportation regulations, employment for safety-sensitive positions will be contingent upon passing a pre-employment drug screen and a physical examination.
• Employment will also be contingent upon completion of a background check consistent with applicable federal, state, and/or local laws.
• Applicants must be authorized to work in the United States. Keolis does not sponsor visas for this position

Nice To Haves

• CDL Class B preferred.
• Customer service experience in a fast-paced environment preferred.
• Union environment experience is preferred.

Responsibilities

• Supervise drivers in directions and immediate situations.
• Coordinates dispatching of drivers by receiving and transmitting radio calls.
• Inputs and retrieves computer data quickly.
• Answers questions and provides information to the drivers and clients over the telephone.
• Provide exceptional customer service by responding to customer, passenger, and operator inquiries in a professional, timely, and courteous manner.
• Utilize sound judgment and problem-solving skills to resolve service-related issues while maintaining a positive customer experience.
• Makes accurate entries into automated computer system.
• Maintains accurate, up-to-date files and logs.
• Assists drivers in ensuring clients are delivered in a timely manner.
• Handle emergencies as they arise.
• Assemble schedules for the following day of service.
• Clearly document all cancellations and no shows.
• Assist in other departments as needed.
• Effectively communicate any problems or issues with managers as situations arise.
• Maintain the highest standards of professional workplace ethics, integrity, accountability, confidentiality, and respect in all interactions.
• Foster a positive and inclusive work environment through professional communication and collaboration with coworkers, operators, management, and customers.
• Conduct all job duties in accordance with company policies, ethical standards, and applicable regulations.
• Creative thinking, problem solving, reasoning, and decision-making abilities.

Benefits

• Competitive compensation and benefits
• Opportunities for development and growth throughout an exciting and rewarding career
• The safest work environment possible

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED