Dispatcher

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. We operate private shuttle and public transit systems across the U.S., serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable, and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents.

About the role

The Dispatcher will answer a high-volume of incoming calls, communicate with drivers, respond to email inquiries, and engage in problem-solving throughout the day.

Responsibilities

• Monitor drivers throughout their routes
• Communicate specific instructions to drivers in the field regarding passenger pick-ups and drop-offs
• Assist with investigating and resolving customer concerns
• Monitor traffic flow and send out alerts as needed
• Record incidents for vendor follow-up
• Support the Lost and Found process
• Ensure that all tasks comply with administrative policies and procedures, safety rules, environmental policies, and/or government regulations
• Direct and monitor daily assignments; schedule drivers and assign vehicles to ensure daily coverage of all routes
• Ensure direct and indirect daily activities of drivers are assigned and accomplished on time
• Communicate all relevant details of driving assignments to drivers to ensure proper execution
• Assist drivers with routing directions and direct them to perform special services when required
• Recommend appropriate disciplinary action, up to and including suspensions and/or discharge, for staff violations of company policies
• Respond to emergency calls, facilitate emergency response network, coordinate mechanical service repair, and assign replacement buses and drivers when there is a problem on a route
• Notify stakeholders and location personnel of all changes in route assignments, emergency situations, accidents, breakdowns, or any other event that will disrupt service
• Coordinate vehicle service and mechanical repairs with management to assure uninterrupted service delivery
• Maintain high compliance with dispatch standard operating procedures
• Handle customer concerns and requests for information in an expeditious and professional manner; escalate unresolved issues to management as appropriate

Skills & Physical Demands

• Organize and prioritize time to balance conflicting demands related to customer care and dispatching
• Communicate effectively with colleagues and customers in a fast-paced and/or stressful environment (interpersonal & telephone skills)
• Read and interpret documents and instructions from customers and other team members
• Perform work activities requiring cooperation and instruction
• Function in a fast-paced environment, under substantial pressure
• Work within the appropriate level of independence
• Problem-solving
• Operate two-way and emergency radio systems
• Use office machines (fax, scanner, copier, zip drive, telephone system)
• Efficiency in using Microsoft Office Program and computerized routing software
• Work independently
• Read road and street maps
• Keep organized and accurate records relating to overall dispatch and routing responsibilities

Benefits

Physical Health

• Exceptional Medical, Dental, Vision, and Life Insurance benefits

Financial Health

• Competitive compensation packages
• 401(k) with 4% employer match
• Financial Wellness Tool
• Commuter Benefits

Emotional Health

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays
• Pet & Legal Insurance

Personal Development

• On-the-job training and skills development
• Internal transfer opportunities for career growth

Benefits vary by position and location.