Dispatcher/CSR

The Dispatcher/Customer Service Representative (CSR) serves in a dual role, acting as the primary point of contact for client queries and needs. The Dispatcher/CSR plays a critical role in daily operations and is expected to deliver stellar service in all client interactions. The position is responsible for ensuring effective daily communication across operations.
 

RESPONSIBILITIES AND DUTIES:

• Resolve a high volume of client contacts through various support methods, including inbound and outbound calls, email, and team chat.
• Collect all relevant information during phone calls with clients in accordance with company policies, procedures, and expectations.
• Provide outstanding customer service in answering phones and responding to inquiries and requests.
• Establish rapport and conduct effective communication with clients while maintaining a customer-service oriented mindset.
• Foster and influence positive morale within the team while providing quality customer service.
• Dispatch drivers and provide directions to scheduled routes.
• Assist drivers with problems or issues that may arise relating to scheduling and/or other changes requested by the client.
• Report and record all incidents to the appropriate personnel, communicating effectively and efficiently.
• Provide timely, appropriate, and candid feedback regarding driver performance to the leadership team and human resources if needed.
• Monitor driver’s time of departure, destination, and expected time of return.
• Ensure trips are assigned promptly, accurately and clients’ needs are met, and operation performance is maximized.
• Identify and recommend improvements in processes and procedures to management.
• Document all client’ no shows and/or on-time-performance issues.
• Monitor daily system performance, evaluating for potential downtime or system centered issues.
• Review schedules and trip reconciliation daily.

Qualifications

• High School Diploma or GED required
• Candidate must successfully pass a criminal background check & pre-employment drug test

Preferred Qualifications:

• Empathy –communicate understanding of client experience and resolve client requests thoughtfully and creatively if required.

• Strong written and verbal communication skills – active listening skills are critical for stellar customer service, as is the ability to communicate effectively.

• Collaboration – Value teamwork and contribute actively to influence a positive team and work environment.

• Strategic Problem Solving – exhibit the flexibility and creativity to problem solve in real time to meet client demands.

• Organization – understanding of critical needs to prioritize response accordingly.

• Calm demeanor – maintain calm in challenging situations, troubleshoot as needed to identify solutions efficiently and effectively.

• Perpetual learner – highly motivated, with an eagerness to grow and learn and a receptiveness to feedback.

• Unrivaled flexibility – willingness to adapt and push forward in a fast-paced, change driven environment.

• Prior support experience in a call center environment.