Call Center Dispatch Coordinator

PAY: $15.00 during training, $16.00 after training.

SHIFT: To be discussed during interview

GENERAL DESCRIPTION: Under direct supervision of the Dispatch Support & Communications Manager. Performs various customer service duties relating to luxury fleet service through the computerized dispatch systems and telephone.

TYPICAL DUTIES/RESPONSIBILITIES:

• Monitors computer terminal for vehicle status and fare status for waiting customer pick-ups.
• Assists drivers with any issues relating to fare pick-up or destination.
• Communicates with drivers via computer terminal and vehicle display screens and telephone.
• Sends direct and fleet messages to drivers.
• Assists with emergency requests from drivers including customer incidents, accidents, and vehicle breakdowns.
• Contacts Safety Department and reports accidents or emergency incidents.
• Contacts wrecker service in the event of an accident or vehicle breakdown.
• Answers customer service incidents when necessary.
• Approves or denies "No Show" requests from drivers who can't locate their customers.
• Calls guests/clients and informs them if vehicle will be late in arriving.
• Requests an Estimated Time of Arrival (ETA) from drivers and relays to guests.
• Reports any failures in service to the on duty supervisor and/or an Operations Manager.
• Monitors computerized dispatch system status to detect equipment malfunctions.
• May be required to perform other related duties as requested.

QUALIFICATION REQUIREMENTS:


Education: High School diploma, GED or equivalent.
Experience: Previous dispatch experience not required but preferred. Extensive knowledge of Central Florida area required.
Skill at: Must be able to memorize and recall geographical locations of lodgings, attractions and other destinations in the Greater Orlando area. Must also have good oral and written communication.
Knowledge of: Geographical layout of our general service area and a detailed knowledge of our dispatch zones and main dispatch points.
Licenses: None Required.
Special Requirements: Non tobacco User. Must be able to remain calm, pleasant, and poised in high-pressure situations. Must be able to work flexible shifts including weekends and holidays or as business dictates.

ESSENTIAL FUNCTIONS:

• Must be able to communicate by telephone or in person in clear fluent English with outside business representatives, management, co-workers, clients, customers, visitors or other persons in a friendly, courteous and professional manner.
• Must be able to understand and perform addition, subtraction, multiplication, division, and percentages for calculating fares, mileages, etc.
• Must be able to access, input and retrieve information from the computerized dispatch system, mapping programs, and any other service related programs at an average rate of 35 WPM. Must also be able to utilize a 10-key calculator.