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Dispatch & Reservations Coordinator
Interact with Chauffeurs and Office Staff, in order to assure that all scheduled services are appropriately assigned and in compliance with DOT regulations. Interact with customers to provide and process information in response to inquiries, concerns and requests about services.
Main Job Tasks and Responsibilities
Dispatch
ï§ Assign appropriate vehicles and chauffeurs to reserved trips
ï§ Coordinate vehicle maintenance with Maintenance Technician
ï§ Forecast vehicle and chauffeur needs for future trips to assure appropriate coverage
ï§ Assure that all chauffeurs are in compliance with DOT Regulations, including Medical Cards and Hours of Service
ï§ Close out completed trips including settling of trip for Payroll and coordinating Billing and A/R.
Reservations
ï§ Deal directly with customers either by telephone, electronically or face to face
ï§ Respond promptly to customer inquiries
ï§ Handle and resolve customer complaints
ï§ Obtain and evaluate all relevant information to handle inquiries and complaints
ï§ Perform customer verifications
ï§ Process orders, forms, applications and requests
ï§ Direct requests and unresolved issues to the designated resource
ï§ Manage customers' accounts
ï§ Keep records of customer interactions and transactions
ï§ Record details of inquiries, comments and complaints
ï§ Record details of actions taken
ï§ Manage administration
ï§ Communicate and coordinate with internal departments
ï§ Follow up on customer interactions
Education and Experience
ï§ Dispatch experience strongly preferred
ï§ Associates Degree or 3 years experience in a customer service/inside sales position
ï§ Knowledge of customer service principles and practices
ï§ Knowledge of Microsoft Office programs
ï§ Ability to type 45 wpm
ï§ Knowledge of administrative procedures
ï§ Call center or inside sales experience a plus
Key Competencies
ï§ Interpersonal skills
ï§ Communication skills - verbal and written
ï§ Listening skills
ï§ Problem analysis and problem-solving
ï§ Attention to detail and accuracy
ï§ Customer service orientation
ï§ Adaptability
ï§ Initiative
ï§ Stress tolerance
Compensation
Pay will be $14.00-$16.00/hour (commensurate with experience) with monthly incentive
Health insurance is available with a $350 monthly company contribution. Dental insurance and long-term disability is available.
PTO
Paid Time Off (PTO) will begin to accrue at the commencement of this position. Five days of PTO will be earned per year for the first three years of employment. Ten days of PTO will be earned thereafter. PTO time will be administered as defined in the Employee Handbook.
Hours
Hours will be 7:00am-4:00pm, with a one-hour lunch break
There will be a minimum of 40 hours per week, with additional overtime, as required
o Additionally, there will be a minimum of one Saturday per month, to be coordinated with company management. Saturday office hours are 8:00am-3:00pm.
o There is a requirement to carry the after-hours phone (as back-up to our answering service) a minimum of one night per week and one weekend per month. This is compensated at $25 per weeknight and $50 per weekend day.
Incentive Plan Monthly Goals Are an Average of the Past 2 Years, Same Month:
Meet Monthly Revenue Goal Incentive: $250.00
Exceed Monthly Revenue Goal by 2.5% - Incentive: $375.00
Exceed Monthly Revenue Goal by 5% Incentive: $500.00
Exceed Monthly Revenue Goal by 7.5% - Incentive: $750.00
Exceed Monthly Revenue Goal by 10% - Incentive $1,000.00
