Dispatcher

Waste Pro USA•Hoxie, AR

About The Position

The Dispatcher communicates with Waste Pro drivers, responds to incoming service orders, schedules service, resolves route and service issues, and completes daily routing, dump, and crew data entry. The role distributes information to driver teams and coordinates with customers, Customer Service, operations, maintenance, sales, and route supervisors to support timely service and customer satisfaction. The normal work setting is an office.

Requirements

High school diploma or GED.
At least 6 months of related work experience.
Good telephone and two-way radio skills, with the ability to deal courteously and professionally with internal and external customers.
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 both 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 using customer needs, driver locations and loads, and daily factors to balance cost and response speed.
Assign routes and service tickets to drivers for the current and following day, and close service tickets each day.
Plan, distribute, monitor, and follow up on daily route assignments for residential, roll-off, and commercial drivers.
Troubleshoot potential delivery and pickup problems; communicate with drivers and customers to support customer satisfaction; and communicate service changes to Sales staff.
Answer calls from Customer Service, provide route information or follow up, coordinate issue resolution with the Customer Service Manager, Operations Manager, and drivers, and 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 work orders from previous-day routes, identify and correct issues, document information from drivers, and distribute it to appropriate departments.
Maintain data in appropriate systems: verify and enter dump tickets in Tower, close tickets and add notes in Trackese, enter new driver, truck, and route information in Tower, and enter and provide Crew Out information to supervisors.
Print and review productivity reports and make daily data-entry corrections for route supervisors.
Distribute and maintain driver phones and radios, complete software updates, and charge phones each evening.
Perform additional duties that may include tracking uniforms, reviewing driver timecards, reconciling supervisor fuel tickets, maintaining PPE inventory, ensuring necessary forms are available, and preparing Saturday work.
Attend and participate in assigned company-sponsored training, keep up to date on job-appropriate technology, and perform other duties assigned by the supervisor.