Customer Service Specialist / Dispatcher

About the role

Amwaste is seeking a Customer Service Specialist / Dispatcher for its hauling operations in Lagrange, GA.

Responsibilities

• Handling incoming service orders, directing drivers, and resolving service issues.
• Assisting with problem resolution for multiple lines of business: Roll Off, Commercial Frontload, and Transfer Station trucks.
• Interacting with customers and sales staff.
• Daily check in of driver paperwork and proper route disclosure in the computer system.
• Printing routes and assisting the Operations Manager in setting up the paperwork for the next day.
• Handling incoming service orders or customer issues and communicating them to the proper manager.
• Assisting the Shop Manager with clerical entry and parts inventory.
• Completing HR and Safety report paperwork and communicating it to the proper department at the request of the Operations Manager.
• Dispatch drivers to calls as they are received, using information on customer needs, drivers’ locations and abilities, and daily factors to balance cost and speed of response.
• Affords assistance in determining daily level of driver staffing to provide best mix of responsiveness and productivity.
• Assigns routes and service tickets to appropriate Drivers throughout the day and for the next day; close service tickets each day.
• Handles incoming calls and e-mails from customers and sales department; manages requests for pick-up or container delivery and ensuring our service guarantees.
• 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.
• Communicates with maintenance shop personnel and the Operations Manager to resolve equipment and driver issues.

Qualifications

• Education: High School Diploma or GED (accredited).
• Experience: Must have experience working in a team setting, with the ability to communicate to several areas effectively. Must be able to engage in a high speed and intense environment.
• Experience with fast paced decision making and problem-solving skills.
• Able to work independently and without constant supervision.
• Must understand how to meet goals and expectations on a consistent basis.
• Experience preferred: Experience in transportation, logistics, waste collection, customer service or a role requiring decision making and critical thinking is a plus.
• Computer skills with ability to handle multiple programs and systems.
• Must be able to communicate effectively and professionally via e-mail and telephone.