Dispatch Specialist

Job Description

Title: Dispatch Specialist Duration: 6-12 Months Location: Austin, TX

Job Summary The Service Coordinator I reports directly to the Supervisor, Paratransit Control Center. The position is responsible for dispatching Transportation Network Company (TNC) “Pickup” branded service to Service Provider’s drivers; scheduling same day Pickup trips; and, answering Pickup customer calls and customer booking requests.

Primary Responsibilities · Answers Pickup calls from customers and schedules using Via software to drivers. · Proficient with same-day scheduling functions and directs operators on route to maximize efficiency · Document performance and maintain related records accurately · Assist and communicate with customers with Pickup policies. · Communicates with Service Provider; drivers; and, customers to assure maximum productivity and customer satisfaction · Perform other duties as required and/or assigned.

Minimum Qualifications Education and Experience: · High school diploma or GED required. · Two (2) years of Customer service or dispatching experience required. · Two (2) years of transportation or related experience is preferred. · Demand Response or Transportation Network Company (TNC) and computer experience is preferred. · Bilingual (English and Spanish) is preferred but not required

Knowledge, Skills, and Abilities: · Knowledge of the Austin street patterns and roadways. · Thorough knowledge of operational transit methods, practices, and procedures pertaining to the · delivery of transit or TNC services · Skill in reading and relaying information to customers, service providers and drivers. · Ability to give accurate directions by radio and telephone. · Ability to deliver excellent telephone customer service utilizing verbal communication skills · Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced. · Knowledge of the American Disability Act service area · Ability to communicate effectively over the phone, in writing, and in person. · Ability to problem-solve quickly and effectively customer and driver issues verbally. · Working knowledge of applicable transit operations laws, regulations, policies, procedures, and labor-management agreements

Additional Information

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