Dispatcher - Framingham

WeDriveU is the leader in transportation, specializing in workplace, campus and community transportation solutions serving millions of passengers a year. Recognized as a pioneer in mobility, WeDriveU is a strategic partner to the world’s top brands, with client programs that consistently earn awards for excellence in commuting and sustainability. WeDriveU operates across the U.S and is proud to celebrate more than 30 years serving clients. Visit www.wedriveu.com to learn more about our company, clients and career opportunities.

National Express Shuttle (operated by WeDriveU) and Transit is a business unit of global mobility provider Mobico Group.

Job Description:

The Dispatcher will report to the Operations Manager and is responsible for problem-solving and can provide high-end customer service experience through our nationwide operations. Transportation experience is not mandatory but the desire to be successful is! As a Dispatcher you will be answering a high volume of incoming calls, communicating with drivers, responding to email inquiries as well as problem solving throughout the day.

Responsibilities:

• Directs and monitors daily assignments; schedules drivers and assigns vehicles to ensure daily coverage of all routes.
• Ensures direct and indirect daily activities of drivers are assigned and accomplished on-time.
• Communicates all relevant details of driving assignments to drivers to ensure proper execution.
• Assist drivers with routing directions and directs them to perform special services when required.
• Recommends appropriate disciplinary action, up to and including suspensions and/or discharge, for staff violations of company policies.
• Responds to emergency calls, facilitates emergency response network, coordinates mechanical service repair, and assigns replacement buses and drivers when there is a problem on a route.
• Notifies stakeholders and location personnel of all changes in route assignments, emergency situations, accidents, breakdowns or any other event that will disrupt service.
• Maintains route documentation and records (relevant contract requirements, customer information, route changes, relevant maps, vehicle details, bus assignments, driver details) for the purpose of providing accurate and reliable information to customers and complies with district and state requirements.
• Coordinates vehicle service and mechanical repairs with Maintenance Supervisor to assure uninterrupted service delivery.
• Maintains high compliance to dispatch standard operating procedures.
• Handles customer concerns and requests for information in an expeditious and professional manner.
Escalates unresolved issues to management as appropriate.

Skills Required and Physical Demands:

• Organize and prioritize time to balance conflicting demands related to customer care and dispatching.
• Communicate effectively with colleagues and customers in a fast-paced and/or stressful environment (interpersonal & telephone skills).
• Read and interpret documents and instructions from customers and other team members
• Perform work activities requiring cooperation and instruction
• Function in a fast-paced environment, under substantial pressure
• Work within the appropriate level of independence
• Problem solves
• Operate two-way and emergency radio systems
• Use office machines (fax, scanner, copier, zip drive, telephone system)
• Efficiency in using Microsoft Office Program and computerized routing software.
• Work independently
• Read road and street maps
• Keep organized and accurate records relating to overall dispatch and routing responsibilities

Benefits: We offer medical, dental, vision, basic life insurance coverage, holiday pay, and PTO accrual. Additionally, employees are able to enroll in a retirement savings plan.

Education and Qualifications:

Hard requirements:

• High school diploma or GED

Preferred requirements:

• 2 years of experience in a dispatch, call center, customer service, hospitality, or similar field.
• Bachelor’s degree

EEOC

WeDriveU and National Express are equal opportunity employers. We celebrate diversity and are committed to creating an inclusive environment for all employees.