What are the responsibilities and job description for the Dispatcher and Customer Service Representative position at Youth on the Move Inc?
ABOUT US
At Youth On The Move, Inc., our mission is to provide safe, reliable, and inclusive transportation that empowers under-serviced individuals and strengthens communities. We proudly serve children, individuals with disabilities, community programs, and social-service agencies — delivering more than just rides, but dignity, access, and connection.
As we continue to grow, we remain guided by our core values of Safety, Reliability, Professionalism, and Compassion. Every team member plays a direct role in helping our clients live fuller, more independent lives.
POSITION OVERVIEW
As the Dispatcher/Customer Service Representative, you will be the central communication link between our clients, drivers, and operations staff. You will manage real-time scheduling, monitor routes, resolve service issues, and ensure that each client receives professional, timely, and respectful service.
This position requires a calm, detail-oriented professional with strong communication skills and the ability to balance multiple priorities in a fast-paced environment.
KEY RESPONSIBILITIES
- Oversee daily driver assignments, trip schedules, and route adjustments to ensure timely service delivery.
- Communicate proactively with drivers, clients, and internal staff to resolve issues such as delays, absences, or reroutes.
- Maintain accurate trip logs, vehicle records, and dispatch documentation.
- Serve as the first point of contact for client inquiries and calls.
- Handle customer requests with empathy, professionalism, and urgency.
- Support complaint resolution and communicate outcomes to management promptly.
- Maintain updated contact lists, scheduling systems, and service databases.
- Prepare daily dispatch and attendance reports.
- Assist with operational updates, compliance documentation, and HR coordination as needed.
- Work closely with Operations, HR, and Drivers to ensure smooth cross-departmental communication.
- Participate in regular team briefings — safety, service quality, and operational improvements.
REQUIRED QUALIFICATIONS
- Minimum of 2 years' experience in dispatching, reception, or customer service (transportation experience preferred).
- Bilingual (English/Spanish) — required to serve our diverse client base effectively.
- Strong proficiency in Microsoft Office Suite (Word, Excel, Outlook, etc.) and dispatch software systems.
- Demonstrated ability to stay organized under pressure and multitask effectively.
- Excellent verbal, written, and interpersonal communication skills.
- High school diploma or GED required, college coursework or certifications in customer service, logistics, or office administration preferred.
- Must be dependable, patient, and compassionate with a strong sense of responsibility.
EQUAL OPPORTUNITY EMPLOYER
Youth On The Move, Inc. is an Equal Opportunity Employer and does not discriminate based on race, color, religion, sex, gender orientation, gender identity, marital status, national origin, disability, veteran status, or any other protected class under federal, state, and local law.
Pay: $21.00 - $21.50 per hour
Work Location: In person
Salary : $21 - $22