CSR/Dispatcher

WE ARE HIRING! Join our team as a Dispatcher and help us coordinate safe, efficient transportation for our clients.

About the Role:

The Dispatcher is responsible for assigning trips to drivers and providing logistical assistance as needed to ensure each trip is completed timely, efficiently, and with the highest degree of customer service. They monitor real-time operations, communicate with drivers throughout their shifts, and proactively resolve issues to minimize service disruptions and maintain schedule integrity.

Duties and Responsibilities:

Regularly communicates with drivers to ensure all assigned trips are completed professionally and on time, and that any schedule changes or special requirements are clearly understood.

Coordinates with the Dispatch Supervisor to collect, review, and approve data prior to submission for billing or accounting purposes.

Provides responsive customer service over the phone, including quoting estimates, booking trips, and answering general inquiries.

Works toward proficiency in all dispatch-related software used by the company for booking trips and tours.

Monitors trip portals and assigns trips to drivers with realistic travel times based on location, traffic, and schedule demands.

Assists drivers in managing trip adjustments, contacting medical providers, passengers, or agencies for additional information or clarification.

Ensures all trips are efficiently routed across service areas, utilizing the fastest and most practical routes to maximize driver productivity and minimize delays.

Maintains accurate and timely trip and tour notes, documenting early or late arrivals, incidents, accidents, and any service disruptions.

Processes payments for credit card billing in accordance with company procedures.

Collaborates with co-dispatchers to share information, troubleshoot issues, and implement effective solutions.

Assists in investigating and resolving complaints, including retrieving and reviewing driver manifests and supporting documentation.

Minimum Requirements:

High school diploma or GED required.

Prior dispatch experience is preferred; experience in transportation or logistics is a plus.

Completion of a driver training program is required.

Must be able to pass a criminal background check.

Must be able to pass a drug screening.

Availability to work on AM or PM shifts is required, with on-call availability for additional days as needed.

Other Qualifications:

Strong communication skills, both verbal and written, with the ability to convey information clearly and professionally.

Excellent customer service skills with a focus on responsiveness, empathy, and problem resolution.

Solution-oriented mindset with the ability to remain calm and effective under pressure.

Proven ability to work collaboratively in a team environment while also being self-motivated and capable of working independently.

Strong organizational skills with the ability to prioritize tasks, manage time efficiently, and adapt to changing priorities.