Senior Commercial Router, West

WM•Pompano Beach, FL

19h•Remote

About The Position

This is a remote position that requires virtual and onsite training. The ideal candidate must reside within the Florida Market area and possess routing/dispatch experience, strong communication, and computer skills. The shift is Monday-Friday, 8 am - 4:30 pm ET, with rotating Saturdays. The role involves assisting Waste Management Drivers with problem resolution while on route, handling incoming service orders, directing drivers, and resolving service issues. The position requires interaction with customers, Waste Management customer service, sales, and operational staff. The Senior Commercial Router will use Waste Management proprietary software for data entry and activity tracking. Shifts may vary, with potential for overtime and Saturday hours based on site needs. Initial travel (up to 15%) may be required for centralization efforts.

Requirements

High School Diploma or G.E.D (accredited).
2 years Minimum of previous dispatching experience (in addition to education requirements).
Must reside within the Florida Market area!
Routing/Dispatch Experience Needed!
Strong Communication and Computer Skills 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.

Nice To Haves

Additional or specialized training in transportation, logistics, or similar area of study.
Customer service experience in a call-center environment preferred.

Responsibilities

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.
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.