Dispatcher routing WM’s residential, commercial, and roll - off waste - collection services. Resolving service issues, assigning drivers, and optimizing same - day and next - day routes.
About the role
- Dispatcher assisting WM drivers with problem resolution while managing service orders and customer interactions. Communicating effectively with various operational staff and utilizing proprietary software for tracking.
Responsibilities
- Communicates back and forth with WM Drivers to assist with problem resolution while on route.
- Handles incoming service orders, directs drivers, and resolves service issues.
- Interacts with customers, WM customer service, sales, and operational staff.
- Uses WM proprietary software to enter ticket information and track activity.
- Works with routing specialists, route managers, and the service department to optimize complex routes.
- Dispatches drivers to calls as they are received.
- Fields incoming calls from customers and manages requests for pick-up or container delivery.
- Initiates outbound calls to customers.
- Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
- Records and documents information from Drivers and distributes to appropriate departments.
- Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues.
- Delegates work in managers absence.
- Serves as an escalation point for other Dispatchers in the department.
- Trains new Dispatchers.
Requirements
- High School Diploma or G.E.D (accredited).
- 2 years Minimum of previous dispatching experience (in addition to education requirements).
- Additional or specialized training in transportation, logistics, or similar area of study; customer service experience in a call-center environment preferred.
Benefits
- medical
- dental
- vision
- life insurance
- short-term disability
- stock purchase plan
- company matching on a RRSP
- paid vacation
- holidays
- personal days
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