Dispatcher/CSR

The Dispatcher/Customer Service Representative (CSR) serves in a dual role, acting as the primary point of contact for client queries and needs. The Dispatcher/CSR plays a critical role in daily operations and is expected to deliver stellar service in all client interactions. The position is responsible for ensuring effective daily communication across operations.

RESPONSIBILITIES AND DUTIES:

• Resolve a high volume of client contacts through various support methods, including inbound and outbound calls, email, and team chat.
• Collect all relevant information during phone calls with clients in accordance with company policies, procedures, and expectations.
• Provide outstanding customer service in answering phones and responding to inquiries and requests.
• Establish rapport and conduct effective communication with clients while maintaining a customer-service oriented mindset.
• Foster and influence positive morale within the team while providing quality customer service.
• Dispatch drivers and provide directions to scheduled routes.
• Assist drivers with problems or issues that may arise relating to scheduling and/or other changes requested by the client.
• Report and record all incidents to the appropriate personnel, communicating effectively and efficiently.
• Provide timely, appropriate, and candid feedback regarding driver performance to the leadership team and human resources if needed.
• Monitor driver’s time of departure, destination, and expected time of return.
• Ensure trips are assigned promptly, accurately and clients’ needs are met, and operation performance is maximized.
• Identify and recommend improvements in processes and procedures to management.
• Document all client’ no shows and/or on-time-performance issues.
• Monitor daily system performance, evaluating for potential downtime or system centered issues.
• Review schedules and trip reconciliation daily.