Clerical Dispatcher

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Position Title: Clerical Dispatcher

Reports To: Operations Manager

Position Type: Full Time

Revised: 3/2016

 

Summary:

This position is responsible for providing professional communication on calls with drivers and customers/clients while assisting in dispatching routes and providing quality customer service.

Essential Duties and Responsibilities:

  1. Professionally communicate with all callers, exercising friendliness, care and patience.
  2. Maintain a pleasant working relationship with vendors and agency employees.
  3. Display excellent knowledge of routes and area locations.
  4. Enter data into reports and spreadsheets with great accuracy using Microsoft Word, Excel and Access. Ability to use other software as necessary.
  5. Use correct FCC radio procedures when communicating with transit bus drivers.
  6. Perform any and all functions of a Driver as needed.
  7. Personally present an appropriate office appearance while in the dispatch office.
  8. Responsible for the orderly appearance of the dispatch office while on duty.
  9. Attend all staff meetings.
  10. Other reasonably related duties.

Competencies:

  1. Identify and resolve problems in a timely manner. Promptly notifies management of radio, driver, maintenance, customer or other pertinent concerns.
  2. Gather and analyze information skillfully.
  3. Present numerical data clearly and effectively.
  4. Develop alternative solutions and work well in group problem solving situations.
  5. Communicate effectively and professionally in written and verbal form with diverse and sometimes irate individuals; calmly and efficiently handling situations ranging from routine to emergency. Ability to follow oral and written instructions.
  6. Observe safety and security procedures; report potentially unsafe conditions.
  7. Use equipment and materials properly.
  8. Adapt to changes and unexpected events in the work environment.
  9. Have and apply excellent clerical skills and office machine knowledge.
  10. Use problem solving ability in various situations.

Required Education and/or Experience:

  1. High school diploma or general education degree (GED); or six to nine months related experience and/or training; or equivalent combination of education and experience.
  2. Valid Michigan license with less than 4 points.
  3. Must be able to obtain the proper CDL license with proper endorsements prior to the end of the training.
  4. Must meet and maintain all requirements for DOT physical examination including drug and alcohol test.
  5. Must pass written driving test and road test.
  6. Must maintain an excellent driving record.

Computer Skills: Knowledge of internet, Outlook email and Microsoft Office Suite.

Physical Demands: Regularly required to stand; walk; use hands and fingers to handle or feel; talk or hear and taste or smell. Frequently required to reach with hands and arms, stoop, kneel, crouch, or crawl. Occasionally required to sit and climb or balance. Specific vision abilities required by this job include: color vision, peripheral vision and ability to adjust focus.

Work Environment: While performing the duties of this position, the employee is exposed to outside weather conditions on occasion. The employee may be exposed to risk of electrical shock. The employee maybe exposed to wet and/or humid conditions; moving mechanical parts; high, precarious places; fumes or airborne particles; toxic or caustic chemicals; extreme cold; extreme heat and vibration. The noise level in the work environment is usually low to moderate.