Dispatcher/Router Combo

Role Description

Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to manage same day ticket routing as well as preparing all routes for the next day. Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs. Some travel (up to 15%) may be required to work face to face with sites dispatcher is responsible for.

Essential Duties and Responsibilities

• Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
• Works with sites and the service department to optimize routes based on needs of the customer.
• Determines the daily level of driver staffing to provide best mix of responsiveness and productivity.
• Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion.
• Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area.
• Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
• Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
• Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking driver movement in the field.

Qualifications

• Education: High School Diploma or G.E.D (accredited).
• Experience: Six (6) months of relevant work experience working in a team setting, with the ability to communicate to several areas effectively.
• Multi-tasking in a fast-paced work environment with excellent organizational skills.
• Computer skills with ability to handle multiple monitors, programs and systems.
• Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices.
• Must have the desire and ability to learn WM proprietary software applications.

Work Environment

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday.
• Normal setting: Home office with reliable internet connection and a quiet workspace.

Pay

The expected base pay range for this position across the U.S is $21.47 - $23.00 hourly. This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate's relevant experience, education, training, certifications, qualifications, and work location.

Benefits

• Competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short-Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.
• Benefits may vary by site.