Dispatcher - Full-Time

Primary Objective of Position

The Dispatcher is responsible for Fixed Route and Dial-a-Ride customer service, and Operator and passenger scheduling. The Dispatcher serves as the primary contact to answer customer requests for information by phone, online or in person.

Essential Functions of the Position

• Responsible for providing customer service to Metro Bus passengers and staff- Operate two-way radio to communicate with Bus Operators and support staff
• Notify Street Supervisors of situations requiring attention
• Provide transit service and information to Fixed Route passengers and the general public at the Transit Center
• Verify and load cash drawer
• Sell fair media and tickets and accurately record all sales
• Provide transit service and information to Dial-a-Ride passengers at the Call Center
• Receive Dial-a-Ride customer calls
• Schedule passenger rides within Operator shifts
• Utilize computerized scheduling software to schedule rides and answer customer inquiries.
• Receive and document customer comments and complaints
• Notify Operations Manager of dispatch scheduling errors or concerns
• Communicates courteously and professionally and maintains respectful working relationships with coworkers and customers in carrying out job functions
• Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices
• Knows and follows safety rules and guidelines as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss
• Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work
• When potentially unsafe conditions are observed, makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner
• Performs other duties and activities as assigned

Minimum Qualifications

• A high school diploma or equivalent and one (1) year experience in driver or fleet dispatching, customer service or equivalent combination of education and experience
• Knowledge, skills and abilities required include:
• Ability to deal tactfully and courteously with co-workers, subordinates, and the general public and to handle all types of situations
• Ability to diffuse situations/conversations that have escalated beyond normal limits
• Ability to understand and carry out both oral and written instructions and complete written reports
• Must be able to read and speak English fluently. Bilingual a plus.
• Must have a high level of proficiency using computers
• Ability to gain detailed geographic knowledge of the St. Cloud Metropolitan area
• Availability to work a flexible schedule including weekends, early morning and late nights
• Interpersonal skills sufficient to exchange and or convey information, receive work direction, and maintain effective working relationships with all levels of employees, committees and groups

Desirable Qualifications

• Technical or Community College, business college or two (2) years post-secondary education

Physical Demands and Working Environment

• This position is predominately in a an office environment requiring long periods of sitting and/or standing
• Utilizes computer, phone and two-way radio along with other office equipment on a regular basis
• Will require minimal travel outside of Metro Bus facilities. Will primarily utilize a Metro Bus vehicle for travel