I. JOB SUMMARY

Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts.

IV. QUALIFICATIONS

The requirements listed below are representative of the qualifications necessary to perform the job.
A. Education and Experience
Education: High School Diploma or G.E.D (accredited).
Experience: Minimum of two (2) years 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.
B. Certificates, Licenses, Registrations or Other Requirements
None required.
C. Other Knowledge, Skills or Abilities Required
Computer skills with ability to handle multiple programs and systems
Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices
Must have the desire and ability to learn Waste Management proprietary software applications

BENEFITS

At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.
If this sounds like the opportunity that you have been looking for, please click “Apply

II. ESSENTIAL DUTIES AND RESPONSIBILITIES

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.
Works with routing specialists, route managers, and the service department to optimize complex routes
Dispatches drivers to calls as they are received, using information on customer needs, drivers locations and loads, and daily factors to balance cost and speed of response
Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service
Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues
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
Serves as point person for manager, coordinates projects and other tasks as necessary
Delegates work in managers absence
Serves as an escalation point for other Dispatchers in the department
Train new Dispatchers
Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area

Listed below are key points regarding environmental demands and work environment of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the job.

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday
• Normal setting for this job is: Home Office setting