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Dispatcher in Columbia, MD at Genesys Talent LLC

Date Posted: 2/26/2019

Job Snapshot

Job Description

We have 3 immediate openings for recent college graduates seeking an entry-level contract to hire opportunity with a great company.  Waste Management is seeking Dispatchers to work in their call center and assist internal and external customers, providing excellent customer service, support, and problem resolution.  Bachelor's degree is required but no specific work experience is necessary.  The starting pay for these positions is $15/hour.   

SummaryManages incoming service orders, assigns orders to drivers, and provides drivers with the ideal sequence to complete service orders. Communicates back and forth with *** Route Managers, Dispatchers and Drivers to assist with problem resolution while Drivers are on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, including customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts.

  • Coordinates with dispatchers, route managers, and the service department to optimize routes.
  • Utilizes various tools combined with logic to build the most efficient routes possible while maintaining a high level of customer service.
  • Assigns all work, both same day and next day, to drivers considering load type management, customer expectations, landfill requirements, and several other factors.
  • Routes 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
  • Determines daily level of driver staffing to provide best mix of responsiveness and productivity
  • Supports dispatchers as he/she fields incoming calls from customers, and e-mails from customer service and 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

  • A Bachelor’s degree is required; customer service or call center experience preferred but no experience is required
  • Proficiency in MS Office.
  • Excellent verbal, written and analytical skills.
  • Strong keyboarding skills.
  • Professional phone etiquette. Must be able to communicate effectively and professionally via e-mail, telephone, and 2 way devices
  • Ability to handle the stress of multi-tasking as well as ability to ‘talk and type’.
  • Possesses an energetic and tenacious achievement orientation.
  • Ability to utilize multiple software applications (4+) on one or more phone screens.
  • Ability to react well under pressure and treat others with respect.
  • Identifies and resolves problems in a timely manner.
  • Good time management skills to prioritize and plan work activities.
  • Focuses on solving conflicts and listening to others without interrupting.
  • Is consistently at work and on time.
  • Work efficiently and effectively, both independently and as a team to ensure exceeding dispatch center’s standards.
  • Balances team and individual responsibilities and helps build a positive team spirit.
  • Adapts and able to deal with frequent changes in the work environment.
  • Demonstrate accuracy and thoroughness to meet productivity standards in a timely manner.
  • Show inquisitiveness and eagerness to gain business related knowledge; proactively seeks out both formal and informal experiences that can provide new skills, behaviors and/or knowledge.
  • Desire and ability to learn *** logistics process as well as proprietary software applications

Work Environment
  • Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc) most of the work day;
  • Required to exert physical effort in handling objects less than 30 pounds rarely;
  • Required to be exposed to physical occupational risks (such as cuts, burns, exposure to toxic chemicals, etc) rarely;
  • Required to be exposed to physical environment which involves dirt, odors, noise, weather extremes or similar elements rarely;
  • Normal setting for this job is: office setting.