Dispatcher/customer Service Representative

2 weeks ago

Hamden, United States Greater New Haven Transit District Full time

**Posting Dates: May 20, 2024 to May 22, 2024**

This position reports to the Business Service Supervisor and works collaboratively with all staff assigned to the District.

**Responsibilities**:

- Schedule rides for clients and addresses any questions about their transportation.
- Scheduling rides booked via the GNHTD Trip Connect App or taken via the phone, using the ADA Paratransit standardized procedure of rides within one hour before or after their desired departure time.
- Provide quality customer service to callers.
- Assisting 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.
- Provide customers with the Estimate Time of Arrival (ETA) of their scheduled ride by reviewing the Automatic Vehicle Location (AVL).
- Demonstrate knowledge, understanding and compliance with company client procedures and guidelines providing appropriate and accurate information.
- Monitoring Automatic Vehicle Location (AVL) to ensure all routes are operating and on time.
- Scheduling and dispatching drivers to various locations and provides geographic directions.
- Communicating with drivers daily via two-way radio and telephone.
- Verifying transit fares, cashing drivers out at the end of their shifts and submitting daily deposits.
- Must be able to communicate courteously and effectively both orally and in writing. Must maintain advanced computer skills, particularly utilizing google maps and MapQuest.
- Assisting 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 composure in handling emergencies and other unexpected situations.
- Participate in team meetings and trainings.
- Must be able to communicate courteously and effectively both orally and in writing. Must maintain advanced computer skills, particularly utilizing google maps and MapQuest.
- Assisting 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.

Perform other duties as assigned by the Business Systems Supervisor.
Qualifications:

- Excellent ability to communicate effectively and professionally using the English language in a customer service setting, including verbal and written communication skills.
- Ability to quickly assess current issues/emergency situations and formulate a response/resolution using analytical and problem-solving skills.
- Must be flexible with shift and departmental needs.
- Two (2) years of Dispatch experience or three (3) year 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
- Be able to communicate professionally with people at all levels of the organization and external contacts.
- Proficiency in the use of Microsoft Office programs (specifically Outlook, Excel and Word).
- Working knowledge of google maps and CT Transit bus schedules
- Ability to work in a team environment.
- Ability to understand and follow oral and written instructions.
- Must have excellent attendance and be punctual to work.
- To perform this job successfully an individual must be able to perform each essential duty satisfactorily.
- Possess effective interpersonal skills.
- Fluent in Spanish is a plus.
- 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._

Pay: From $19.00 per hour

Expected hours: 35 - 40 per week

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Vision insurance

Schedule:

- 8 hour shift
- Day shift
- Holidays
- Night shift
- Weekends as needed

**Education**:

- High school or equivalent (preferred)

**Experience**:

- Customer Service: 3 years (required)
- Call Center: 1 year (required)
- Dispatching: 2

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