Dispatcher

Major

Responsibilities:

List in order of

importance

1)

Responds to customer inquiries and needs in a timely manner. Serves as intake person for customer complaints/commendations.

2)

Resolves on the road problems

3)

Processes trip reassignments, route openings, insertions, extensions, etc. and issue resolutions

4)

Authorizes trips outside of regular services when necessary

5)

Schedule alternative rides for passengers to resolve service issues

6)

Uses various computer systems to retrieve schedule information as well as other pertinent information. Uses reference material to quickly and accurately determine the best method to assist client.

7)

Provides excellent customer service to our clients, passengers and drivers

8)

Completes a variety of daily reports and clerical duties including but not limited to accident reports and incident reports.

.

9)

Answers and directs business calls to appropriate personnel

10)

Monitor drivers to minimize non-revenue payroll hours.

11)

Window dispatch functions including but not limited to: collect and reconcile fares, reconcile lunch breaks, etc., during driver check out process

12

May periodically be required to operate a revenue service vehicle

13

Driving to San Francisco, driving over bridges, driving all over the Bay Area in traffic

14)

Other duties as needed

Experience & Skills Required:

• Ability to multi-task in a fast-paced environment
• BILINGUAL- Ability to speak English and another language fluently a plus
• Ability to accept job responsibilities and meet deadlines
• Excellent phone demeanor and customer service skills
• Ability to work independently
• Ability to interact with interdepartmental personnel
• Positive attitude and sensitivity in dealing with disabled customers
• Excellent verbal, interpersonal, judgment and problem solving abilities
• Ability to perceive, react and communicate positively to needs of colleagues and customers.
• Meets all Qualifications and Job Requirements and understands all Roles and Responsibilities
• Professional demeanor
• The candidate must have at least 1-2 years experience in the full-time workforce

Physical Requirements & Working Conditions (include amount of travel):

• Incumbent must be able to move about the office and between floors; utilize standard office equipment and access filing system/cabinets.
• Communicate effectively and efficiently in person, by telephone and email.
• Ability to work in a 24 hour/365 day per year operation
• Ability to sit for extended periods of time
• Must be able to work proactively in a high-stress, multi-task and fast-paced environment