Dispatcher - Reno

Keolis Canada•Reno, NV

1d•Onsite

About The Position

The Dispatcher coordinates transit service by dispatching drivers, receiving and transmitting radio calls, providing directions and immediate support to drivers, and assisting with timely client delivery. The role responds to customer, passenger, operator, and client inquiries; resolves service-related concerns; handles emergencies; and assembles schedules for the following day. The Dispatcher enters and retrieves computer data, maintains accurate files and logs, and documents cancellations and no-shows. The position also communicates emerging problems to managers, assists other departments as needed, and performs duties in accordance with company policies, ethical standards, and applicable regulations. This is an on-site position in Reno. The role requires frequent use of a computer, keyboard, monitor, and multiline telephone. The employee may sit for six or more hours per day. The work environment may include an office or cubicle with a telephone and computer. General physical demands identified for roles may include extended periods of sitting, standing, walking, bending, lifting, and repetitive hand-wrist motions, as well as exposure to heat, cold, noise, fumes, and airborne particles. The Dispatcher is expected to provide prompt, accurate, courteous, and professional service; maintain confidentiality of operational, personnel, and customer information; and demonstrate integrity, sound judgment, accountability, and respect. The role supports teamwork, diversity, inclusion, and a positive workplace. Employment in safety-sensitive positions is contingent on passing a pre-employment drug screen and physical examination, and employment is also contingent on a background check. Applicants must be authorized to work in the United States; visa sponsorship is not provided. Keolis states its commitment to safety and to minimizing the environmental impact of its operations.

Requirements

High school diploma or GED.
Valid driver's license.
Experience with Microsoft Office systems, email, and internet applications.
Experience with multiline phones.
Experience working in a highly fast-paced and stressful environment.
Ability to maintain confidentiality and exercise professional judgment when handling employee, passenger, and operational information.
Experience working in a team-oriented environment focused on professionalism, accountability, and ethical conduct.
Good judgment, reasoning, and decision-making skills.
Excellent written and oral communication and organizational skills.
Commitment to excellent customer service for passengers, clients, internal departments, and external stakeholders.
Ability to maintain a professional, respectful, and courteous demeanor with customers, operators, coworkers, and management.
Ability to manage difficult customer interactions and resolve concerns calmly and professionally.
Strong conflict-resolution and interpersonal communication skills.
Ability to handle stress, including emergency situations.
Computer skills, including frequent keyboard and mouse use.
Ability to decipher maps effectively.
Ability to interpret contract rules and requirements effectively.
Ability to use a computer keyboard and monitor for six or more hours per day and answer multiline phones.
Applicants must be authorized to work in the United States; the employer does not sponsor visas for this position.
For safety-sensitive positions, passing a pre-employment drug screen and physical examination is required; employment is also contingent on a background check.

Nice To Haves

Three years of transit experience or previous dispatch experience.
CDL Class B.
Customer service experience in a fast-paced environment.
Experience in a union environment.

Responsibilities

Supervise and direct drivers in immediate situations.
Coordinate driver dispatch by receiving and transmitting radio calls.
Input and retrieve computer data quickly and make accurate entries into the automated computer system.
Answer questions and provide information to drivers and clients by telephone.
Respond promptly and courteously to customer, passenger, and operator inquiries, complaints, and service concerns.
Use sound judgment and problem-solving skills to resolve service-related issues while maintaining a positive customer experience.
Maintain accurate, up-to-date files and logs.
Assist 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 cancellations and no-shows.
Communicate problems or issues to managers as situations arise.
Assist other departments as needed.
Maintain professional ethics, integrity, accountability, confidentiality, and respect in all interactions.
Foster a positive and inclusive workplace through professional communication and collaboration.
Conduct job duties in accordance with company policies, ethical standards, and applicable regulations.
Represent the organization professionally when interacting with passengers, operators, vendors, employees, and the public.