Dispatcher

19h•Onsite

About The Position

We are seeking a reliable and organized Dispatcher to join our team. The ideal candidate will have experience in dispatching drivers, managing schedules, and optimizing scheduled stops along designated routes. As a Dispatcher, you play a pivotal role in connecting our valued customers, donors, and corporate partners with our dedicated staff. Your days are dynamic, balancing incoming calls, scheduling pickup requests, and providing vital support to our drivers in the field. In this role, you are not only a dispatcher but also the customer service liaison who creates a positive first impression and assists with inquiries.

Requirements

Strong organizational and time management skills
Excellent communication and customer service skills
Ability to work independently and as part of a team
A fundamental understanding of written and spoken English for comprehending instructions, as well as the ability to communicate verbally and in writing in English, may be necessary
Dependability: Effective performers demonstrate regular and punctual attendance. They behave consistently and predictably; are reliable and dependable in fulfilling their professional obligations
Integrity: Effective performers think and act ethically and honestly. They apply ethical standards of behavior to daily work activities. They take responsibility for their actions
Customer Focus: Effective performers possess a strong customer focus. They demonstrate empathy, active listening, and responsiveness to ensure customer satisfaction, even if they cannot meet the customer's request
Humility: Effective performers recognize one's own limitations, being open to learning from others, and treating everyone with respect and dignity
Adaptability: Effective performers are adaptable. They embrace needed change and modify their behavior when appropriate to achieve organizational objectives. They are effective in the face of uncertainty
Attention To Detail: Effective performers observe details, promptly catch and rectify small mistakes, delivering high-quality, accurate work
Inclusion: Effective performers create and participate in an inclusive environment. They value and respect diversity, and foster a sense of belonging for all individuals
Team Player: Effective performers are team oriented. They identify with the larger team and their role within it. They prioritize the collective success of the team over personal achievements
Informal Communication: Effective performers clearly and articulately convey information to others in casual or informal situations. They understand that communication happens through verbal and nonverbal cues, and are able to interpret body language accurately and use it appropriately
Resilience: Effective performers are able to recover from mistakes or adjust easily to change. They sustain efforts to do or achieve something despite difficulties, failure, or opposition
Professionalism: Effective performers conduct themselves in a manner that is consistent with organizational values, policies, and standards. This requires a commitment to integrity, ethical conduct, and respect for diversity, as well as the ability to communicate effectively and collaborate with colleagues, clients, and stakeholders in a professional and courteous manner

Nice To Haves

Previous experience in dispatching, logistics, or related field preferred
High school diploma or GED preferred

Responsibilities

Professionally and courteously handle incoming calls from customers, donors, and corporate partners, providing them with information, assistance, and a positive experience
Act as a bridge between customers and donation pickup drivers, facilitating communication, scheduling, and addressing customer inquiries, concerns, or requests related to pickups
In partnership with the Head Driver, efficiently schedule and coordinate pickup requests, ensuring prompt and accurate communication with both customers and drivers to meet service expectations
Support drivers by providing them with essential information and updates throughout their assignments
Address customer issues or concerns promptly and effectively, seeking solutions and maintaining a high level of customer satisfaction
Handle multiple tasks simultaneously, managing call traffic, dispatch requests, and customer inquiries while maintaining professionalism and attention to detail
Serve as the central point of communication for the thrift store, ensuring that messages and information flow effectively between customers, drivers, and other store personnel
Make quick decisions and problem-solving judgments to resolve issues as they arise
Effectively utilize dispatching software and communication equipment proficiently to streamline operations and maintain accurate records
Provide administrative support to the store leadership team as needed
Provide support by conducting product research for our team of pricers as needed
Deliver timely feedback and observations to the leadership team regarding Drivers' performance, including adherence to lunch break policies