Dispatcher

Dispatcher / Customer Service Coordinator - Lakeview


Department: Operations
Location: Bellwood, Illinois
Reports To: Branch Manager / Assistant Branch Manager
FLSA Status: Non-Exempt


BACKGROUND


Sunrise Transportation has been partnering with school districts for over 30 years to provide best-in-class transportation services to students throughout the Northeast and Midwest, with an emphasis on serving students with special needs.


We are more than a bus company-we strive to be a bright spot in our passengers' day. Our commitment is centered around safety, trust, reliability, transparency, attentiveness, and a sense of family.


POSITION OVERVIEW


The Dispatcher / Customer Service Coordinator plays a critical role in supporting the safe, efficient, and customer-focused operation of our Lakeview transportation services.


This position coordinates daily dispatch operations while serving as a key communication link between drivers, monitors, parents/guardians, schools, district representatives, customers, and branch leadership.


This position is not limited to traditional dispatch functions. It is designed to provide dedicated ownership of customer communication, service recovery, issue resolution, and follow-through while supporting safe and efficient daily transportation operations.


The ideal candidate is organized, responsive, solutions-oriented, customer-focused, and able to remain professional and composed in a fast-paced transportation environment.


ESSENTIAL DUTIES & RESPONSIBILITIES


Dispatch & Transportation Operations

• Coordinate daily transportation operations involving routes, drivers, monitors, vehicles, and student transportation needs.

• Maintain regular communication with drivers and monitors throughout daily operations.

• Dispatch routes and coordinate stops, pickups, and drop-offs.

• Assist with developing, maintaining, and modifying routes based on operational and customer needs.

• Monitor route performance and identify delays, missed pickups, vehicle issues, traffic conditions, construction, call-offs, and other service disruptions.

• Work with branch leadership to modify routes or assignments when operational needs change.

• Assist with driver and monitor scheduling and coverage of open assignments.

• Communicate route changes and operational instructions clearly and accurately.

• Maintain accurate dispatch logs, call records, route information, and other required documentation.

• Immediately escalate significant safety, student, service, or operational concerns to appropriate leadership.

• Support the overall operation as needed to ensure transportation services are delivered safely, efficiently, and successfully.

Customer Service & Communication

• Serve as a primary point of contact for parents/guardians, school administrators, district personnel, drivers, monitors, and other customers.

• Answer incoming calls and communications promptly, professionally, and courteously.

• Provide accurate and timely updates regarding significant delays, route changes, missed pickups, vehicle substitutions, and other service-related matters.

• Listen to customer concerns and gather the information necessary to understand and appropriately address the issue.

• Maintain professionalism, patience, and composure when interacting with frustrated or upset customers.

• Communicate with empathy while maintaining appropriate professional boundaries.

• Build and maintain positive working relationships with school and district representatives.

• Protect confidential student, employee, and customer information.

• Partner with Operations, Safety, and other departments as necessary to resolve customer concerns.

CUSTOMER SERVICE & SERVICE RECOVERY


The Dispatcher / Customer Service Coordinator is expected to take ownership of customer concerns from initial contact through appropriate resolution or escalation.


Responsibilities include:

• Proactive Communication: Provide timely updates to parents, schools, and district representatives when significant service disruptions occur.

• Complaint Management: Document customer complaints, including the nature of the concern, relevant facts, action taken, escalation, and resolution.

• Follow-Through: Track unresolved concerns and ensure appropriate follow-up occurs. Issues should not simply be transferred without confirming that the appropriate party has received the matter.

• Service Recovery: Partner with branch leadership to address service failures, resolve concerns, and help restore customer confidence.

• Escalation: Immediately escalate serious concerns involving student safety or welfare, accidents/incidents, injuries, threats, allegations of discrimination or harassment, employee conduct, or other significant matters.

• Issue Resolution: Resolve routine customer concerns within the scope of the position and escalate matters requiring management intervention.

• Trend Identification: Identify recurring complaints, route problems, delays, communication failures, or other service trends and bring them to branch leadership's attention.

• Documentation: Maintain clear, timely, and accurate documentation regarding customer contacts and resolutions.

• Professional Communication: Represent Sunrise professionally in all verbal and written communications.

SAFETY & ESCALATION RESPONSIBILITIES


Because of the nature of student transportation, employees in this position are expected to exercise sound judgment and recognize matters requiring immediate escalation.


The Dispatcher / Customer Service Coordinator must promptly report concerns involving:

• Student safety or welfare

• Accidents or injuries

• Unauthorized student drop-offs or pickups

• Missing or unaccounted-for students

• Driver or monitor conduct concerns

• Allegations of discrimination, harassment, threats, or inappropriate behavior

• Significant parent or school complaints

• Vehicle or route safety concerns

• Any situation that may create significant safety, operational, customer, or reputational risk

The Dispatcher / Customer Service Coordinator is not expected to independently investigate serious safety or employee-relations matters. Such concerns must be promptly documented and escalated to the appropriate Operations, Safety, and/or Human Resources leadership.


QUALIFICATIONS

• High school diploma or GED required.

• Two or more years of transportation, dispatch, call-center, customer-service, or related experience preferred.

• Transportation or school transportation experience preferred.

• Strong verbal and written communication skills.

• Strong customer-service orientation.

• Ability to communicate professionally with parents, school personnel, district representatives, drivers, monitors, employees, and leadership.

• Ability to remain calm and professional during difficult or high-pressure situations.

• Strong problem-solving and conflict-resolution skills.

• Excellent organizational and time-management skills.

• Strong attention to detail.

• Ability to prioritize multiple urgent matters simultaneously.

• Ability to adapt to changing operational needs and priorities.

• Knowledge of Maywood, Bellwood and surrounding area streets and roadways preferred.

• Proficiency in Microsoft Office and ability to learn applicable transportation and dispatch systems.

CORE COMPETENCIES


Customer Focus Communication Accountability Urgency Problem Solving Conflict Resolution Attention to Detail Adaptability Teamwork Professionalism Follow-Through


PERFORMANCE EXPECTATIONS


Successful performance in this position includes:

• Accurate and timely dispatch activities.

• Timely communication regarding significant delays and service disruptions.

• Professional handling of incoming calls and customer concerns.

• Accurate and complete documentation of customer and operational issues.

• Appropriate escalation of safety and high-risk concerns.

• Consistent follow-through on unresolved customer matters.

• Reliable attendance and punctuality.

• Effective management of multiple priorities during peak transportation periods.

• Positive and professional interactions with drivers, monitors, parents, schools, and district representatives.

• Identification and communication of recurring service problems.

• Contribution to the overall reliability and efficiency of branch operations.

WORKING CONDITIONS


This position operates in a fast-paced transportation environment and requires the ability to manage frequent interruptions, changing priorities, customer concerns, and time-sensitive operational situations.


The position may require early morning and/or afternoon hours based upon transportation operations, as well as schedule flexibility during school start-up, severe weather, service disruptions, staffing shortages, or other operational needs.


WHAT WE OFFER


Sunrise Transportation strives to enrich the lives of our employees and offers eligible employees a variety of health and wellness benefits. We also offer paid time off and encourage an environment that supports continuous learning, professional development, and career growth.


EQUAL OPPORTUNITY EMPLOYER


Sunrise Transportation is committed to providing equal employment opportunities and maintaining a diverse and inclusive workplace. Employment decisions are made without regard to legally protected characteristics and in accordance with applicable federal, state, and local law.