Dispatcher (Full-Time)

Dispatcher

Under the direct supervision of the Co-Executive Director in the Watertown office, the Dispatcher is responsible for scheduling and coordinating vehicle and passenger trips, dispatching vehicles, responding to telephone and radio calls to provide assistance or important information to the public or internal drivers or other employees. Their main duties include operating the computer software program, logging calls, providing answers to questions by retrieving information from the necessary departments and prioritizing and organizing driver's schedules.

Essential duties and responsibilities include the following, but are not limited to:

• Respond to request for service and provide a variety of information to passengers and the public in a compassionate and understanding manner.
• Answer calls for service and maintain a rapid response rate according to agreed standards
• Log information on calls received into the computer software program and schedule the passengers and routes out to the drivers.
• Scheduling and dispatching drivers to appropriate locations according to predetermined schedules, customer requests, or immediate needs.
• Relaying information such as schedules or other messages to and from drivers, other dispatches, and management.
• Using telephones, two-way radios, and the computer software program to contact employees.
• Speaking with customers or management to resolve problems and requests for service.
• Project a positive image to the public and provide exceptional customer service skills speaking in a friendly and professional manner

Secondary duties and responsibilities include the following, but are not limited to:

• Maintain inventory of supplies and reorder as needed.
• Attend meetings, trainings, or seminars as requested.
• Perform duties in a manner consistent with safe practices and policies.
• Perform other such duties and functions as deemed necessary.

Minimum qualifications and skills:

• Strong computer skills, including Microsoft Word, Excel, Outlook, copy machine, fax machine, telephones, calculator, and Internet.
• Ability to learn quickly and adapt to changes as needed.
• Ability to make effective, timely decisions while considering various factors.
• Ability to effective handle difficult and sensitive citizen inquiries and complaints and respond in a courteous manner.
• Knowledge of streets, landmarks, and geography of the City of Watertown and other cities and counties served.
• Understand and follow oral and written instructions.
• Adapt to changing technologies and learn functionality of new equipment and systems.
• Ability to effectively train staff in use of dispatch systems and scheduling systems
• Display a positive attitude and flexibility to work in a fast-paced environment with many interruptions; multi-task and be a team player.
• Willing to learn basic First Aid, CPR, and any required certifications.
• Complete mandatory trainings.

Education and experience:

• High School diploma or G.E.D.
• Previous experience with office procedures and use of various office and communication equipment.
• A minimum of two years' experience in working with various computer software programs and determining solutions to computer operations.
• A reliable employment history demonstrating punctuality and good attendance.
• Past experience with dispatching duties preferred.

Certificates, licenses, and examinations:

• Federal regulations require pre-employment, reasonable, suspicious, random, post-accident and return to duty and return to duty drug and alcohol testing.
• Maintain current training and certifications as deemed necessary for transit operations including but not limited to CPR, First Aid, PASS fire safety and evacuation training, etc.

Physical and environmental demands:

• The noise level in the work environment is usually moderate.
• The employee frequently is required to stand, sit, and reach with hands and arms.
• The employee is exposed to computer screens for long periods of time.
• The employee has extensive use of computer keyboard requiring finger dexterity.
• The employee must have normal vision with or without correction sufficient to read computer screens and printed documents.
• The employee must have hearing in the normal audio range with or without correction.
• The employee must be able to work in an environment with constant interruptions, changing priorities, and multi-tasking.
• The employee is occasionally required to walk and stoop, kneel, crouch, or crawl.
• The employee is occasionally required to lift and/or move up to 25 pounds.

*Community Transit of Watertown-Sisseton, Inc. is an Equal Employment Opportunity Employer*