Pay: $21/hr
Department: Operations
Reports to: Operations Manager
Status: Full Time, Non-Exempt
About the Company:
RydeTrans was founded in 1979 and incorporated in 1996 to provide safe and high-quality transportation to people in the East Bay. We serve a diverse group of institutional customers such as public transit agencies, governmental entities, school districts, health care providers, and social service agencies, as well as private customers. We provide a wide array of transportation products, including paratransit, fixed route, shuttle, charter services, and ADA eligibility assessments.
RydeTrans specializes in transporting people who depend on safe, comfortable, and reliable transportation to essential services like school, rehabilitation training, medical appointments, and work.
About the Job:
Reporting to the Operations Manager, the Dispatcher ensures all assigned routes are covered and drivers receive timely instructions and operational information throughout the day. Dispatchers also respond promptly to customer and team inquiries, contributing to smooth operations and customer satisfaction.
Compensation: $21.00/Hourly
Full-time, Non-Exempt
Essential Duties and Responsibilities:
- Responds to customer inquiries and needs in a timely manner. Serves as intake person for customer complaints/commendations.
- Resolves on the road problems
- Processes trip reassignments, route openings, insertions, extensions, etc. and issue resolutions
- Authorizes trips outside of regular services when necessary
- Schedule alternative rides for passengers to resolve service issues
- Uses various computer systems to retrieve schedule information and other pertinent information. Uses reference material to quickly and accurately determine the best method to assist client.
- Provides excellent customer service to our clients, passengers, and drivers
- Completes a variety of daily reports and clerical duties including but not limited to accident reports and incident reports.
- Answers and directs business calls to appropriate personnel
- Monitor drivers to minimize non-revenue payroll hours.
- Window dispatch functions including but not limited to collect and reconcile fares, reconcile lunch breaks, etc., during driver check out process
- May periodically be required to operate a revenue service vehicle
- Other duties as needed
Qualifications
Minimum Qualifications
- High School diploma or GED equivalent; Associates or Baccalaureate preferred
- Customer Service and/or Call-Center experience required
- Knowledge of basic and multi-task computer operation in a Windows environment
- Ability to proficiently operate a computer with a speed of no less than 35 keystrokes per minute
- Ability to communicate clearly in the English language
- Ability to utilize a standard business telephone system for communication
- Must satisfactorily complete training program.
Experience Required
- Ability to multi-task in a fast-paced environment
- BILINGUAL- Ability to speak English and another language fluently a plus
- Ability to accept job responsibilities and meet deadlines
- Excellent phone demeanor and customer service skills
- Ability to work independently
- Ability to interact with interdepartmental personnel
- Positive attitude and sensitivity in dealing with disabled customers
- Excellent verbal, interpersonal, judgment and problem-solving abilities
- Ability to perceive, react and communicate positively to the needs of colleagues and customers.
- Professional demeanor
- The candidate must have at least 1 years' experience in the full-time workforce
Physical Requirements
- Incumbent must be able to move about the office and between floors; utilize standard office equipment and access filing system/cabinets.
- Communicate effectively and efficiently in person, by telephone and email.
- Ability to work flexible hours, including weekends and holidays, as needed
- Ability to sit for extended periods of time
- Must be able to work proactively in a high-stress, multi-tasking, and fast-paced environment