Customer Service/Dispatcher

Job Description:

Dispatch Operations supports shuttle operations by delivering excellent customer service while managing scheduled trips, vehicle and staff assignments, including responding to vehicle issues, staffing changes, passenger volume changes for daily scheduled airport shuttle route operations.

What You'll Do:

• Ensure fleet is fueled, cleaned, and departs on time from all locations
• Oversee that all shuttle trips have adequate staffing scheduled for current day and next week including scheduling additional drivers, as needed, for trips with high passenger demand
• Utilize cloud-based digital tracking sheets to update and maintain operation management logs, while simultaneously utilizing reservation/scheduling software
• Monitor route road conditions and assess re-route possibilities, informing drivers, as needed, to ensure safe operations
• Provide support for drivers and inform management of issues encountered related to passenger accommodations, weather, accidents, and breakdowns. Coordinate urgent care and/or hospital as required for appropriate post-accident/incident medical care and/or drug testing.
• Identify and resolve internal and external customer inquiries and requests, problem-solving reservation issues and deescalating issue, as appropriate
• Support drivers and management team related to operational fleet issues, accidents, weather, etc.
• Perform in-house drug and alcohol tests as required per corporate and DOT regulations
• Assist drivers with logging into tablets and utilizing software for electronic inspection reports, logging hours of service, and passenger itinerary
• Attend safety and policy training to ensure customers and our team are safe at all times
• Remove vehicles from service if safety issues are reported on inspections
• Ensure the maintenance and cleanliness of the facility and vehicles
• Adhere to and enforce all corporate and federal safety policies
• Demonstrate friendly and professional internal and external customers interactions at all times
• Be empathetic to customers while deescalating situations, providing a balance between customer needs and company policy
• Be a proactive and effective problem solver with a focus on resolution instead of problem
• Provide detailed shift summaries to management and dispatch team to ensure a safe, informed contiguous operations between shifts
• Work effectively in a fast-paced, dynamic environment
• Assist Dispatchers with calls and answer any questions that may arise
• What we are looking for:
• Safety and Service-Oriented Individuals
• Quickly identifying and owning customer issues
• Making quality decisions and actively searching for solutions to problems
• Interacting with a diverse group of customers and colleagues
• Willing to learn and use company technology
• Able to sit for extended periods of time on the phone
• Punctual and flexible individuals with a team mindset
• Availability to work nights, days, weekends, and occasional holidays as needed
• Why Work with Groome Transportation
  
  Members of our team enjoy our benefits which include healthcare, flexible schedules, and opportunities for career advancement in a safe, friendly, and inclusive team. Benefits can include:
• Medical, Dental, & Vision Insurance
• Paid Time Off (PTO)
• Bonus Programs and Incentives
• Bi-Weekly Pay
• Holiday Pay Opportunities
• Shift Differentials
• Paid On-The-Job Training
• Development & Career Advancement Opportunities
• After training, employees will be assigned to a shift that may be significantly different than your training shift. New employees will remain on that shift until an open shift becomes available and they may bid for that shift. Groome is a 24/7 operation, and we will always have customers that need us.
  
  Apply now to schedule an in-person interview and receive an on-the-spot job offer Paid training with no prior call center experience required.
  
  Groome Transportation's top priority is their commitment to employee and passenger safety. To see more information about Groome's approach to ensuring safety in response to COVID-19, please visit our website:

Job Requirements:

• High school diploma, GED, or High School Equivalency
• Consistently makes safety and security, of self and others, the priority
• Ability to communicate effectively
• Embraces diverse people, thinking and styles
• Be at least 18 years of age.
• Reliable and committed to maintaining excellent attendance, performance, self-motivation and goal attainment
• Computer skills and comfort navigating web-based and reservation software applications
• Successfully pass a pre-employment background check and drug test
• Preferred qualifications include at least one year of providing customer service