Customer Service / Dispatcher / Call Center

Job Description
Job Description About Metro Ambulance At Metro Ambulance , our people are at the heart of everything we do. We are proud to provide compassionate, reliable, and patient-centered care to every individual we serve — and we know that exceptional care starts with a strong, supported team.
We strive to be the employer of choice in the EMS industry, offering clear career pathways, professional development, and a team-driven environment. The Dispatcher Level 1 role is the first step in our Dispatch Career Path, designed to build skills and experience for advancement into higher-level dispatch and supervisory positions.
Position Summary The Dispatcher Level 1 (Call Taker) plays an essential role in coordinating safe, efficient, and timely medical transportation. Working within Metro’s Communications Center, this position manages incoming transport requests, processes calls, and supports dispatch operations through precise communication, scheduling, and customer service.
Dispatcher I team members collaborate closely with field crews, healthcare partners, and other dispatch personnel to ensure seamless operations and patient-focused service.
Key Responsibilities
Receive, prioritize, and process emergency and non-emergency transport requests using Metro’s Computer-Aided Dispatch (CAD) and communication systems.
Coordinate with Dispatcher II and field crews to assign trips, monitor vehicle status, and ensure on-time performance.
Communicate professionally and clearly with patients, healthcare staff, and Metro team members to confirm details and resolve scheduling challenges.
Maintain situational awareness of all active units, tracking movements and updating dispatch screens accordingly.
Assist with data entry, trip verification, and documentation in accordance with company policies and regulatory requirements.
Demonstrate customer service excellence through empathy, patience, and professional communication.
Collaborate with fellow dispatchers, drivers, and leadership to ensure safety, efficiency, and high-quality service delivery.
Participate in training, cross-coverage, and skills development to advance within the Dispatch Career Path.
Qualifications
High School Diploma or GED required
Customer service or dispatch/call center experience preferred
Basic Telecommunicator (BTC) or Emergency Medical Dispatcher (EMD) certification preferred (Metro will support certification for qualified candidates)
Strong communication and multitasking skills; ability to manage multiple systems and conversations simultaneously
Proficiency with computers, data entry, and call documentation
Ability to remain calm and professional in a fast-paced environment
Reliable attendance and a strong commitment to teamwork
Why Metro Ambulance
~ Career Growth Path: Dispatcher I → Dispatcher II → Dispatch Supervisor
~ Comprehensive Benefits:

• Health, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• 401(k) Retirement Plan
• Tuition Reimbursement and Paid Training
• Weekly Direct Deposit
• Flexible Scheduling

Equal Opportunity Statement Metro Ambulance is an Equal Opportunity Employer . We celebrate diversity and are committed to creating an inclusive environment for all employees. Reasonable accommodations are available for qualified individuals with disabilities throughout the hiring process and employment.