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Dispatch Agent in Washington, DC at MV Transportation

Date Posted: 4/21/2021

Job Snapshot

Job Description

MV Transportation is seeking a Dispatch Agent to provide direction to and maintain two-way communications with all operators while monitoring system performance and making scheduling adjustments where necessary to maximize on-time performance, minimize customer wait times, minimize service disruptions as a result of vehicle/operator availability and/or emergency situations. Direct the day-to-day route operations in compliance with the procedures defined by the client and in conformance with company procedures. Organize and conduct activities to assure safe, cost-effective, on-time operating performance. Tracks and reports sign-in/sign-out times and communicates service issues to the Dispatch Supervisors or Dispatch Managers as appropriate.

Key Responsibilities & Accountabilities:

  • Answer WMR (where's my ride) calls and communicates issues with drivers and Dispatch Supervisors or Dispatch Managers as appropriate.
  • When possible, keep individual call talk time at under 6 minutes.
  • Phone calls answered promptly and hold times kept to under 2 minutes.
  • Monitors two-way communication with operators, providing information on customers via telephones and on-road provision of service for quality.
  • Assist passengers using the service as well as when inquiring about individual trip status.
  • Cancellations, and directional assistance where necessary.
  • Monitor operators and trip status, adjusting and reassignments as necessary to ensure on time performance.
  • Maintain scheduling and performance data in real-time operations.
  • Help operators in the event of emergency or vehicle malfunctions, communicating with Dispatch Supervisors, Dispatch Managers or SDP bases as appropriate.
  • Reschedule trips as necessary in the event of vehicle malfunction, traffic, or emergency situations.
  • Document accurately and appropriately daily events related to service.
  • Proper tacker action notation of all events within Trapeze software (e.g., OOS, NST, CD, CA, tine changes, etc.) relative to a trip.
  • Responsible for influencing positive employee morale and quality customer service.
  • Monitors and completes driver sign-in and sign-out daily.
  • May assign trips to drivers to assure adequate disbursement of trips between all assigned routes.
  • Monitors daily system performance.
  • Participates in analysis and review of operating performance.
  • Notation of closed and/or late starting of routes and communicates same to Dispatch Supervisors and/or Dispatch Managers as appropriate.
  • Maintain professional demeanor and appearance.
  • All other duties, as assigned.

Job Requirements:

  • One (1) year previous Dispatcher experience preferred.
  • Two (2) years of Customer Service, clerical, data entry experience is preferred.
  • High School diploma or equivalent.
  • Experience in paratransit scheduling software utilizing Trapeze PASS preferred.
  • Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast pace environment.
  • Demonstrate a high customer service commitment.
  • Able to demonstrate professional phone manner.
  • Ability to work independently as well as follow directions.
  • Ability to adapt and remain flexible in a constantly changing environment.
  • Maintain excellent attendance record.
  • Knowledge of the service area is a plus.

Knowledge, Skills & Abilities:

  • Excellent customer service.
  • Data entry.
  • General knowledge of windows-based computer operating systems.
  • General knowledge of Microsoft Word and Excel.
  • Excellent verbal and written communication skills, ability to communicate effectively on all levels.
  • Excellent decision-making skills.
  • Ability to use multi-line phone system.

During the course of employment, employees may receive and have access to confidential information. All employees are expected to respect and maintain the confidentiality of non-public customer and business records and any other information that MV classifies as confidential.

MV Transportation is committed to as policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.