Dispatcher/Customer Service Representative

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Job description

As a Dispatcher, you will play a crucial role in coordinating transportation services, ensuring the smooth flow of assets from origin to destination. Your ability to analyze data, communicate effectively, and manage logistics will contribute to the success of our operations. The Greater New Haven Transit District (GNHTD) provides ADA Paratransit Service in the greater New Haven area. This service is for individuals who because of their disability are unable to travel on the fixed route public transit system operated by CT Transit New Haven. Our service provides equal access to public transportation. GNHTD is headquartered in Hamden, CT and currently operates 86 vehicles to provide service 7 days a week. The Dispatcher/CSR assures all routes are filled as assigned, provides timely instructions and responses to drivers and provides timely responses to the customers and drivers.

Accountability:

This position reports directly to the Business Services Supervisor and does not supervise any staff.

Responsibilities:

Utilize Route Match software to track and manage reservations in real time.
Analyze driver manifest to optimize pick up and drop off.
Communicate with drivers, using 2-way radios and other forms of communication.
Monitor fleet activities for safety concerns.
Resolve all issues which may directly impact customer service.
Prioritize incoming calls from drivers regarding incidents and accidents.
Must be able to perform multiple tasks simultaneously.
Perform duties of scheduling duties as required or in an emergency.
All other duties as required based on business needs.
Verify transit fares, cash out drivers out at the end of their shifts and submit daily deposits.
Prepare reports on activities occurring during the shift and reply/respond to e-mails and telephone requests each day as required.
Must be able to communicate courteously and effectively both orally and in writing. Must have and maintain advanced computer skills.
Assist customers on the phone in a professional manner and rescheduling trips for clients that missed a previous trip. Assure compliance with all applicable federal, state and local rules and regulations and all applicable GNHTD policies and procedures.
Must maintain a respectful working relationship with all GNHTD employees and treat all employees, vendors, customers in a professional manner.
Ability to maintain a calm composure when handling emergencies and other unexpected situations.
Perform all other duties as assigned and required based on business needs.

Job Requirements:

To perform this job successfully an individual must be able to perform each essential duty satisfactorily.
Possess effective interpersonal skills and ideal verbal and written communication skills.
Ability to remain calm while addressing emergency situations.
Be able to communicate professionally with people at all levels of the organization and external contacts.
Possess excellent decision-making skills.
Strong analytical skills to assess transportation data.
Ability to effectively communicate with drivers, customers and internal staff.
Ability to prioritize tasks in a fast-paced environment.
Analyze reservations and manifest to optimize assignments for the maximum level of efficiency.
Proficient in transportation planning and fleet management.
Identify and resolve delays before customer service is impacted.
Willing to receive and consider feedback and correction to improve performance.
Previous experience working in a Dispatch environment preferred.
Must be flexible with shift and departmental needs.
Proficient in Microsoft 365, Outlook, Microsoft Word and Excel.
Personal computer skills; as it relates to google maps, directions.
High School Diploma.
Two (2) years of Dispatch experience or three (3) years of Customer Service in the Transportation field, or any equivalent combination of experience and training which provides a demonstrated potential for performing the duties of this position.
Other Duties:

The intent of this job description is to provide a representative summary of the major duties and responsibilities performed by incumbents of this position. This position may be required to perform job related tasks other than those specifically presented in this description. The description is not a contract or guarantee of any kind, can be changed or eliminated at any time and does not alter the at-will status of all non-contractual employees. Familiarity with routes in the Greater New Haven service area preferred.

GNHTD is an Affirmative Action/Equal Opportunity Employer. All applicants will be considered regardless of race, color, religion, national origin, age, marital or veteran status; disability; genetic status, or any other legally protected status. A drug test and background screening is required for this position. Subject to DOT drug testing. DOT Regulation 49 CFR Part 40 does not authorize the use of Schedule 1 drugs, including marijuana, for any reason.

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