Dispatcher/Router

Job Description

Job Description

Job Title: Dispatcher/Router
Location: Kirkland, WA
Pay Rate: $18 – $20/hour (based on experience)
Schedule: Monday – Friday, 8:00 AM – 5:00 PM (2 openings; overtime and Saturday hours may be required)

Job Summary

The Dispatcher/Router serves as a key communication link between drivers, customers, and operational teams to ensure efficient service delivery for residential, commercial, and roll-off lines of business. This role is responsible for dispatching drivers, resolving service issues, handling customer requests, and optimizing routes for productivity and cost-effectiveness.

Essential Duties and Responsibilities

• Dispatch drivers to customer calls based on needs, driver locations, and workload, balancing cost and response times.
• Collaborate with routing specialists, route managers, and the service department to optimize daily routes.
• Assign and monitor service tickets, ensuring timely completion and closure of requests.
• Handle incoming calls and emails from customer service and sales teams, ensuring same-day service for pick-up and delivery requests.
• Initiate outbound calls to customers to confirm service details and resolve on-site issues.
• Troubleshoot delivery and pick-up challenges to prevent or resolve service issues.
• Ensure same-day service for missed pick-ups by coordinating driver movement.
• Record and distribute driver feedback and updates to appropriate departments.
• Communicate with maintenance shop staff and act as an emergency contact for service-related issues (e.g., down wires).

Qualifications

Education & Experience:

• High school diploma or GED required.
• Minimum of 6 months of related work experience required.
• Preferred: Training in transportation, logistics, or related fields; call-center or customer service experience.

Skills & Abilities:

• Strong computer skills; ability to manage multiple programs and systems simultaneously.
• Effective and professional communication skills via email, phone, and two-way devices.
• Ability to quickly learn proprietary software systems.
• Strong problem-solving and multitasking abilities.

Work Environment

• Primarily office setting.
• Frequent use of keyboard and office equipment.
• Occasional lifting of up to 30 pounds.
• Rare exposure to occupational risks or environmental factors such as noise, odors, or weather extremes.

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