Dispatcher

Holland, MI

Job Summary

Dispatches the system’s vehicles and provides a communication link to agency drivers. Duties may include using two-way radio, telephone, and/or computer system to transmit assignments and compile daily operating statistics. Provides direction to and maintains two-way communication with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize service disruptions as a result of vehicle/operator availability, and/or emergency situations.

Supervisory Responsibilities

This position has no direct supervisory responsibilities; however, it may supervise drivers on occasion.

Primary Duties & Responsibilities

  1. Assigns work, vehicles, and on-board equipment to operators and maintains check-out logs.
  2. Assigns stand-by or extra board operators in the event of operator absence on increased service volumes, or to minimize service disruptions as a result of traffic, vehicle malfunction, operator problems, and/or emergency situations.
  3. Monitors operators and trip status, making adjustments and reassignments as necessary to ensure on-time performance.
  4. Reschedules trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
  5. Maintains two-way radio communication with operators providing information on customer cancellations, and directional assistance as needed.
  6. Documents daily events related to service accurately (journal).
  7. Maintains professional demeanor and appearance.
  8. Handles multiple tasks accurately and effectively in a fast-paced environment.
  9. Opens and/or closes facility depending on work shift.
  10. Empty vaults with a Road Supervisor on a daily basis.
  11. Update stand by sheet on an hourly basis.
  12. May drive the bus or act as a road supervisor as needed.
    Other Duties and Responsibilities
  13. Performs other duties as assigned.
  14. Ability to stay awake

Competencies

Intellectual

Analytical – Collects and researches data; Uses intuition and experience to complement data.

Problem Solving – Identifies and resolves problems in a timely manner; Gathers and analyzes information skillfully; Develops alternative solutions; Uses reason even when dealing with emotional topics.

Technical Skills – Assesses own strengths and weaknesses; Pursues training and development opportunities; Strives to continuously build knowledge and skills; Shares expertise with others.

Interpersonal

Customer Service – Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments.

Interpersonal Skills – Focuses on solving conflict, not blaming; Maintains confidentiality; Listens to others without interrupting; Keeps emotions under control; Remains open to others’ ideas and tries new things.

Oral Communication – Speaks clearly and persuasively in positive or negative situations; listens and gets clarification; responds well to questions.

Teamwork – Balances team and individual responsibilities; Exhibits objectivity and openness to others’ views; Gives and welcomes feedback; Contributes to building a positive team spirit; Puts success of team above own interests; Able to build morale and group commitments to goals and objectives; Supports everyone’s efforts to succeed.

Organization

Quality Management – Looks for ways to improve and promote quality; Demonstrates accuracy and thoroughness.

Diversity – Promotes harassment-free environment; Shows respect and sensitivity for cultural differences; Treats people with respect.

Organizational Support – Follows policies and procedures; Completes administrative tasks correctly and on time.

Self Management

Planning/Organizing – Prioritizes and plans work activities; Uses time efficiently; Plans for additional resources; Sets goals and objectives.

Quality – Demonstrates accuracy and thoroughness; Looks for ways to improve and promote quality; Applies feedback to improve performance; Monitors own work to ensure quality.

Quantity – Meets productivity standards; Completes work in timely manner; Strives to increase productivity; Works quickly.

Attendance/Punctuality – Is consistently at work and on time; Ensures work responsibilities are covered when absent; Arrives at meetings and appointments on time.

Qualifications

Education and Experience

  1. High School Diploma or equivalent.
  2. Previous data entry, dispatch, customer service, and/or operating experience desired, but not required.
  3. Ability to read and write and understand basic directions.
  4. The ability to work independently
  5. Regular and Predictable attendance.
  6. Ability to stay awake.

Language Skills

  1. Ability to communicate effectively in English in both written and spoken form.

Technical/Computer Skills

  1. Strong knowledge of Microsoft Office software.
  2. Data entry experience.
  3. General knowledge of Windows based computer operating systems.

Certificates, Licenses, and Registrations

  1. Must possess a Commercial Driver’s License (CDL), Class B with Air Brake endorsement.

Other Skills and Abilities

  1. Ability to use multi-lined phone system and handle multiple tasks concurrently.