DISPATCHER - Trilogy Medical Waste : Job Details

Job Description

Dispatcher

Reports to: Facility Manager

Classification: Non-Exempt

SUMMARY

Dispatchers are responsible for communicating with drivers to ensure customers are provided prompt service in a safe and efficient manner. This position receives and responds to customer calls regarding service requests and/or issues and inputs information into a computer/database. Dispatchers ensure routes are complete and assist with resolving customer issues and missed stops. The hours and physical demand may vary.

PRIMARY JOB DUTIES/RESPONSIBILITIES

* Perform all tasks in a safe manner and in compliance with all local, state, and federal regulations and company policies

* Effectively dispatch work orders to drivers via radio or phone to customers' sites to provide service to customers

* Receive incoming calls from customers, customer service and sales departments, and handle each with appropriate communication and action

* Monitor driver hours in accordance with Department of Transportation (DOT) regulations

* Troubleshoot and resolve service, pick-up and/or delivery issues

* Assist management with the daily activities of route drivers; routing new customers and reviewing routes to ensure full optimization

* Ensure routes are completed by assigned driver

* Dispatch work orders and perform data entry into computer system

* Monitor drivers through Global Positioning Satellite (GPS) system

* Act as an emergency contact for drivers and communicate with maintenance department for driver issues

* Manage missed stops by working cooperatively with customer, drivers and/or office staff

* Ensure drivers complete paperwork per DOT regulations and company policy

* Assist with the resolution of customer service issues

* Assist in monitoring and enforcing quality and safety standards and ensuring all compliance goals are met or exceeded

* Ensure completion of daily routes and ensure that all productivity goals are met or exceeded

* Maintain and update route sheets

* Maintain a positive work atmosphere by performing and communicating in a manner that promotes good relationships with all employees, co-workers, and management

* Other duties as assigned by management

QUALIFICATIONS & SKILLS

* High School graduate or GED; some college preferred

* Minimum of 2 - 3 years directly related work dispatcher experience preferred

* Communicate effectively with management and other departments; bilingual highly preferred

* Effectively organize and manage multiple training initiatives simultaneously

* Strong understanding of business goals and standards for customer service

* Must possess knowledge of service area, ability to read maps and give directions

* Communicate via radio system in a professional manner

* Handle a heavy call volume in a professional and efficient manner

* Possess proven analytical/problem solving solutions for the customer and the company

* Computer proficiency in Windows, Microsoft applications and Softpak

* Must possess excellent customer service and data entry skills

* Must possess professional demeanor and telephone etiquette

* Ability to work overtime, weekends, and/or holidays.

* Waste industry experience preferred

* Must be able to work independently, identify issues, make decisions, assist management, and resolve problems.

EXPECTED HOURS OF WORK

* Able to work an agreed upon standard schedule

* Additional hours as job duties demand

TRAVEL - OTHER

* Travel to domestic Trilogy facilities when necessary (less than 10%)

* Must have a current, valid driver's license

* Able to be insurable under our company's liability insurance policy

WORK CONDITIONS

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Environment & Physical Effort

* Able to work in an office environment

* Able to maintain focus and analyze data

* Able to sit and use a computer for extended periods of time

* Able to speak and communicate proficiently

* Routine physical exertion: standing, walking

Other Duties: Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

EOE