Senior Commercial Router, West

Waste Management, Inc. (WM)•Deerfield Beach, FL

5h•Remote

About The Position

Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts. WM (WM.com) is North America's leading provider of comprehensive environmental solutions. Previously known as Waste Management and based in Houston, Texas, WM is driven by commitments to put people first and achieve success with integrity. The company, through its subsidiaries, provides collection, recycling and disposal services to millions of residential, commercial, industrial, medical and municipal customers throughout the U.S. and Canada. With innovative infrastructure and capabilities in recycling, organics and renewable energy, WM provides environmental solutions to and collaborates with its customers in helping them pursue their sustainability goals. WM has the largest disposal network and collection fleet in North America, is the largest recycler of post‑consumer materials and is a leader in beneficial use of landfill gas, with a growing network of renewable natural gas plants and the most landfill gas‑to‑electricity plants in North America. WM’s fleet includes more than 12,000 natural gas trucks – the largest heavy‑duty natural gas truck fleet in the industry in North America. Healthcare Solutions provides collection and disposal services of regulated medical waste, as well as secure information destruction services, in the U.S., Canada and Western Europe. To learn more about WM and the company’s sustainability progress and solutions, visit Sustainability.WM.com.

Requirements

High School Diploma or G.E.D (accredited).
2 years Minimum of previous dispatching experience (in addition to education requirements).

Nice To Haves

Additional or specialized training in transportation, logistics, or similar area of study
Customer service experience in a call-center environment preferred.
Computer skills with ability to handle multiple monitors, programs and systems
Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices
Must have the desire and ability to learn Waste Management proprietary software applications

Responsibilities

Works with routing specialists, route managers, and the service department to optimize complex routes
Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response
Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service
Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues
Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
Records and documents information from Drivers and distributes to appropriate departments
Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues
Serves as point person for manager, coordinates projects and other tasks as necessary
Delegates work in managers absence
Serves as an escalation point for other Dispatchers in the department
Train new Dispatchers
Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area