Summary:
The Dispatcher provides customer service support, relays information to drivers in the field, and provides administrative and clerical support to the Operations Manager and Route Supervisors.
Responsibilities:
As a Dispatcher, your duties will include but are not limited to:
- Provide exemplary customer support across commercial, ICI, and municipal lines of business.
- Process service transactions including new contracts, service changes, billing inquiries, temporary orders, and extra service requests.
- Ensure timely and accurate data entry of customer information into TRUX software prior to service commencement
- .Resolve customer concerns efficiently, escalating issues when necessary to ensure prompt resolution.
- Communicate service requests to drivers via two-way radio and in-cab tablets, ensuring timely and efficient dispatching.
- Proactively assign calls and duties to drivers, optimizing route efficiency and time management.
- Ensure all service calls are completed before drivers return to the shop, minimizing missed calls and maximizing operational efficiency.
- Review and close daily run sheets, addressing missed calls or inefficient sequencing with drivers.
- Prepare and distribute run sheets for the following day.
- Monitor internal systems to generate reports on heavy bins, route densification, and other operational metrics.
- Collaborate with sales, operations supervisors, and administrative teams to resolve customer requests and support market growth initiatives.
- Generate monthly waste diversion reports for major accounts.
- Document and disseminate driver feedback relevant to customer needs.
- Participate in special projects as directed by Supervisors or the Operations Manager.
- Perform other duties as assigned.
Competencies & Qualifications:
- Proven dispatching experience, preferably within the waste management industry.
- Strong written and verbal communication skills with a customer-centered approach.
- Excellent organizational, time management, and prioritization abilities.
- High attention to detail and accuracy in all tasks.
- Demonstrated ability to gather and monitor information effectively.
- Proficient in PC-based systems and software; experience with TRUX is an asset.
- Flexible and adaptable in a fast-paced, dynamic environment.
- Empathetic and customer service-oriented, with a positive attitude.
- Strong interpersonal skills and a collaborative team player.
- Previous experience in customer service or sales is a definite asset.
- Ability to maintain professionalism and composure while resolving issues.
