Dispatcher - afternoon shift 11am-7pm shift M-F

People's Express•Northfield Township, MI

1d•Onsite

About The Position

People's Express Inc., a nonprofit, is seeking a detail-oriented Dispatcher to manage reservations, coordinate transportation logistics, and support efficient fleet operations. This full-time, onsite position is based in Whitmore Lake, Michigan. The role works in a call center environment and involves communicating with clients, drivers, dispatchers, and customers to coordinate transportation services and provide timely, professional service. The regular schedule is Monday through Friday, 11 a.m. to 7 p.m., as needed to fill a 40-hour work week, with alternating weekends: Saturday from 5 a.m. to 5 p.m. and Sunday from 7 a.m. to 5 p.m. The position pays $21 per hour and offers 401(k), dental insurance, health insurance, paid time off, and vision insurance.

Requirements

Prior experience in reservations, customer service, or a call center is required.
At least 2 years of dispatching experience is required.
At least 1 year of customer service experience is required.
Transportation experience is required.
Strong communication skills and phone etiquette.
Knowledge of dispatching procedures and logistics operations.
Computer literacy and proficiency in Excel, Word, and other Microsoft software.

Nice To Haves

Experience with Routing Box or similar medical scheduling software.
Effective communication skills.
Critical-thinking skills.
Ability to work effectively with diverse populations, groups, and organizations, especially older adults and people with disabilities.
Organizational and time-management skills to manage multiple services and schedules.
Ability to perform in stressful, fast-paced environments and multitask efficiently.
Ability to work well with all employees as a team player.
Ability to establish priorities and work independently with general oversight from a supervisor.

Responsibilities

Take trip requests in a call center setting and repeat the request to the client for confirmation.
Determine the number of passengers to be transported.
Reduce the amount of time clients are placed on hold.
Handle incoming reservation requests and inquiries promptly and professionally.
Communicate with drivers, dispatchers, and customers to support timely service.
Maintain accurate records of reservations, routes, and fleet status.
Collaborate with the logistics team to streamline operations.
Use Routing Box Software to track reservations.
Tell clients when trips are scheduled; when the requested time is unavailable, add clients to the dispatch informational list and try to negotiate an alternative time.
Inform customers of the drop-off window.
Understand People's Express service areas and enter fares correctly.
Ensure clients understand applicable policies when booking trips.
Communicate the organization’s mission and values to the public and represent People's Express, Inc.
Make follow-up phone calls to clients for trips.
Program arrivals in scheduling software no earlier than 30 minutes before the appointment or desired arrival time.
Keep management informed of status and report significant issues in a timely manner.