Senior, Dispatcher/Router
About The Position
The Senior Dispatcher/Router communicates with WM Drivers to help resolve problems on route, handles incoming service orders, directs drivers, and resolves service issues. The role interacts with customers, WM customer service, sales, and operational staff, including Route Managers and Mechanics, and uses WM proprietary software to enter ticket information and track activity. Shifts vary, with possible overtime and Saturday hours depending on site needs. Initial travel of up to 15% may be required to assist with centralization efforts. This position primarily operates in a professional office environment and routinely uses standard office equipment such as computers, phones, and copy machines. The role is remote, but candidates must live in the Florida market area.
Requirements
- High school diploma or G.E.D. (accredited).
- At least 2 years of previous dispatching experience, in addition to the education requirement.
Nice To Haves
- Additional or specialized training in transportation, logistics, or a similar area of study.
- Customer service experience in a call-center environment.
Responsibilities
- Work with routing specialists, route managers, and the service department to optimize complex routes.
- Dispatch drivers to calls as they are received, considering customer needs, driver locations and loads, and daily factors to balance cost and response speed.
- Handle incoming customer calls and emails from customer service and sales; manage pick-up and container delivery requests and ensure same-day service.
- Call customers while drivers are on-site to resolve pick-up and other issues.
- Troubleshoot and resolve potential delivery and pick-up problems before they result in service issues.
- Record and document information from Drivers and distribute it to appropriate departments.
- Communicate with maintenance shop personnel and serve as an emergency point of contact for down wires and other issues.
- Serve as the point person for the manager and coordinate projects and other tasks as necessary.
- Delegate work in the manager’s absence.
- Serve as an escalation point for other Dispatchers in the department.
- Train new Dispatchers.
- Cover all lines of business, including Commercial, Residential, and Roll-Off, and multiple sites within an area as needed.
Benefits
- Medical insurance
- Dental insurance
- Vision insurance
- Life insurance
- Short-term disability
- Stock purchase plan
- Company matching on a 401(k)
- Paid vacation
- Paid holidays
- Personal days
- Your Tomorrow Education Assistance Program
- Paid on-the-job training
- Discounted stock options
- Dependent day care
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
