Senior Router

WM•Pompano Beach, FL

5d•Hybrid

About The Position

This is a remote position with virtual and onsite training. Applicants must reside within the Florida Market area. Routing or Waste Industry experience is a plus. Strong Communication and Computer Skills are preferred. The shift is flexible, with the potential to start as early as 3 am and ending between 3 pm and 7 pm ET, Monday through Friday, with rotating Saturdays. The role involves communicating with WM Drivers to assist with problem resolution while on route, handling incoming service orders, directing drivers, and resolving service issues. It requires interaction with customers, WM customer service, sales, and operational staff. The Senior Router will use WM proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts.

Requirements

Applicants must reside within the Florida Market area.
High School Diploma or G.E.D (accredited).
2 years Minimum of previous dispatching experience (in addition to education requirements).

Nice To Haves

Routing or Waste Industry experience a plus.
Strong Communication and Computer Skills preferred.
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 WM Drivers to assist with problem resolution while on route.
Handles incoming service orders, directs drivers, and resolves service issues.
Interacts with customers, WM customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.).
Uses WM 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 manager's 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.