The Dispatcher will rotate in the duties of directing the operators, either through radio contact or physical checks and will provide assistance in the field. This position is responsible for all dispatch office functions, including providing customer service on the telephone, in person and in the field, on-time performance monitoring and reporting and using various software applications. Dispatchers are required to provide impeccable service to our clients and passengers.

Manage and coordinate daily activities of all operators.

Responsible for coordinating activities necessary to ensure compliance with the Americans with Disabilities Act of 1990 (ADA) and the Federal Rehabilitation Act of 1973.

Oversees scheduling of operators; monitors operations and coordinates delivery of service.

Collect and maintain a library of ADA regulations and supplementary materials.

Works closely with the maintenance department to ensure that all operation requirements are met.

Track, compile and analyze performance; handle interdepartmental issues; resolve employee issues; improve processes and assist with route scheduling.

Evaluates the work performance of operations staff; ensures the timely and efficient completion of all assigned tasks.

Assists in accident/incident investigation, including any needed on\-site assistance and support to safety and training personnel.

Coordinates with the safety and training department to ensure all safety goals and directives are met.

May operate a vehicle in revenue service, if necessary.

Assigns stand-by or extra operators in the event of operator absences, increased service volumes or in order to minimize service disruptions as a result of traffic, vehicle malfunctions, operator problems and/or emergency situations.

Maintains confidentiality of all information.

Assigns vehicles giving consideration to preventive maintenance schedules and capacity needs.

Maintains two-way communication with operators, providing information on customers, cancellations, and directional assistance when necessary.

Monitors operators and trip status, making adjustments and reassignments as necessary to ensure on time performance.

Documents accurately and appropriately daily events related to service.

Monitor service using Automated Vehicle Locators and Mobile Data Terminals.

Performs the job functions of a driver when necessary.

Communicates with maintenance personnel for vehicle service calls.

Assist with violations of Company rules, regulations and policies.

Handle multiple tasks accurately and effectively in a fast-paced environment.

Communicates effectively with operations staff regarding scheduling or passenger issues.

May respond to and investigate accidents/incidents to include taking photos of accident/incident scene, interviewing involved parties, assisting with police reports and insurance reporting documentation.

In an emergency situation, serve as point of contact and coordinate emergency response activity.

Maintains professional demeanor and appearance.

Assures that operator safety inspections are conducted properly, carried out, monitored, acted upon and documented.

Other duties as assigned to ensure the efficient operation of the department.

High school diploma or equivalent.

1-2 years’ previous customer service experience.

Must be able to work flexible hours or shifts.

Must be able to demonstrate poise, tact, diplomacy and possess good judgment, discretion and confidentiality.

Excellent communication skills, both verbal and written a must.

Detail oriented, well organized, and possess effective time management skills.

Proven customer service and interpersonal skills a must.

General knowledge of Windows-based computer operating system and Microsoft office package.

Must be able to work as a member of the team.

Ability to interact professionally with internal and external customers on all levels and be able to work well with diverse groups.

Ability to adapt and remain flexible in a fast-paced environment.

Able to use multi-line phone system and handle multiple tasks concurrently.

Must complete three (3) months of Vehicle Operator Training

Must have or acquire a valid CDL w/ passenger endorsement within four (4) months

Supervisory experience preferred.