Public Transportation Call Center / Dispatcher

Job Summary

Resource Management Systems, Inc. (RMS) is seeking a dependable, organized, and customer-focused Public Transportation Call Center / Dispatcher to join our team. This position is responsible for coordinating transportation services and serving as a primary point of contact for passengers, drivers, clients, and management.

The ideal candidate will have experience in call center operations, transportation, logistics, dispatching, scheduling, or customer service and must be comfortable working in a fast-paced environment where priorities can change quickly.

This position requires strong computer proficiency, critical-thinking skills, attention to detail, and the ability to identify and resolve problems efficiently. Because the Call Center / Dispatcher is often the first point of contact for drivers and customers, professionalism, courtesy, accuracy, and effective communication are essential at all times.

Key Responsibilities

• Schedule and dispatch transportation services for passengers and clients.

• Coordinate transportation to medical appointments, dialysis, therapy sessions, and other approved destinations, as applicable.

• Communicate clearly and professionally with drivers, passengers, clients, healthcare providers, management, and other stakeholders.

• Monitor and track vehicle locations using GPS, dispatch, routing, and scheduling software to support timely pickups and drop-offs.

• Answer and manage a high volume of incoming calls using a multi-line phone system.

• Respond to emails, scheduling requests, booking requests, service questions, and transportation concerns in a professional and courteous manner.

• Maintain accurate records of transportation activities, including schedules, route changes, service updates, and driver communications.

• Communicate schedule and route changes to drivers promptly and accurately.

• Provide customer service support regarding delays, cancellations, scheduling changes, and other transportation concerns.

• Collaborate with drivers, management, and other team members to optimize routes and maintain efficient transportation services.

• Prioritize calls and service needs according to urgency and operational requirements.

• Identify potential service issues and use critical-thinking and problem-solving skills to develop timely solutions.

• Remain calm and professional when handling service disruptions, difficult situations, or changing operational needs.

• Follow established company policies, safety requirements, transportation procedures, and confidentiality standards.

• Perform additional duties as assigned based on operational needs.

Qualifications

• High school diploma or GED required.

• Previous call center, customer service, transportation, logistics, dispatch, or scheduling experience preferred.

• Experience working in a high-volume call center or fast-paced transportation environment preferred.

• Strong verbal and written communication skills.

• Ability to communicate professionally with passengers, drivers, dispatchers, management, clients, and other stakeholders.

• Experience with scheduling, routing, dispatching, or coordinating transportation services preferred.

• Strong computer and data-entry skills.

• Proficiency with Microsoft Office and web-based systems.

• Experience with dispatch, GPS, routing, scheduling, or transportation management software is a plus.

• Ability to manage multiple phone calls, requests, schedules, and priorities simultaneously.

• Strong critical-thinking, problem-solving, and conflict-resolution skills.

• Excellent attention to detail and ability to maintain accurate records.

• Ability to adjust quickly to changing schedules, priorities, and operational needs.

• Ability to respond calmly and professionally to service disruptions, customer concerns, and scheduling changes.

• Ability to work independently while contributing effectively within a team environment.

• Dependable attendance and punctuality required.

• Must be able to work a flexible schedule based on operational and transportation needs.

Benefits

RMS offers a competitive benefits package to eligible employees, including:

• Medical Insurance

• Dental Insurance

• Vision Insurance

• Paid Time Off (PTO)

Benefits are subject to eligibility requirements and the terms of the applicable benefit plans and company policies.

Compensation

• Pay Rate: $_____ per hour

• Eligible to participate in the company's Performance Incentive Program, subject to applicable program requirements, eligibility criteria, and company guidelines.

Equal Employment Opportunity

Resource Management Systems, Inc. (RMS) is an Equal Opportunity Employer. Employment decisions are made without regard to any status protected by applicable federal, state, or local law.