Job Description

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MV Transportation Roseville Division   is seeking a   Dispatcher   to be an integral part of our operations team. Reporting to the Operations Manager, the Dispatcher will be responsible for directing the day-to-day route operations while upholding the highest standards of safety, efficiency, and customer service. This role requires strong communication skills, the ability to work effectively with drivers and clients, and a proactive approach to problem-solving. The ideal candidate will also be adaptable and willing to cross-train in other areas, including reservation duties, to provide comprehensive support to the team.

Job Responsibilities:

• Directs Daily Route Operations:   Monitors and manages the real-time execution of routes to ensure on-time performance and adherence to schedules through. Proactively identifies and addresses potential delays or issues that may impact service delivery.
• Driver Communication and Support:   Maintains consistent and clear communication with management and drivers throughout their shifts via radio and telephone. Provides necessary information, addresses driver’s concerns, and assists with any on-road challenges they may encounter.
• Client Communication and Issue Resolution:   Serves as a key point of contact for client calls, addressing inquiries, resolving service issues, and relaying pertinent information to management, drivers, and Dispatch as appropriate.
• Monitors Service Quality:   Continuously monitors radio communication, telephone interactions, and on-road service provision to ensure quality service delivery and adherence to company standards.
• Promotes Positive Morale and Customer Service:   Contributes to a positive and supportive work environment for drivers, influencing positive employee morale and fostering a culture of exceptional customer service.
• Manages Driver Sign-in/Sign-out:   Accurately monitors and completes the daily sign-in and sign-out process for drivers, ensuring all necessary procedures are followed. Tracks and reports route manifests sign-in/sign-out times accurately.
• Trip Assignment (as needed):   May be responsible for strategically assigning trips to drivers, ensuring an equitable distribution of trips (by seniority, according to the Roseville CBA) among all assigned routes to optimize efficiency and driver utilization.
• Monitors System Performance:   Utilizes dispatch software and other tools to monitor daily system performance, identify trends, and flag any potential areas for improvement. Assures routes are timely.
• Analyzes Operating Performance:   Participates in the analysis and review of operating performance data, contributing to identifying areas of success and opportunities for optimization.
• Reports Service Issues:   Promptly notes any closed or late starting routes and effectively communicates this information to management for timely resolution. Communicates service issues to the management and/or client as appropriate.
• Cross-Training and Reservation Duties:
  • Willingness to Cross Train:   Demonstrates a willingness and ability to learn and perform tasks (Reservations Call Center) outside of the primary dispatch responsibilities.
  • Performs Reservation Duties:   Receives and processes ride requests from clients via phone, email, or other designated channels. Gathers necessary information, including client details, pick-up and drop-off locations, desired times, and any special needs or instructions. Enter reservation information accurately and efficiently into the dispatch or reservation system. Provides clients with confirmation details and answers any questions they may have regarding their reservations. Collaborates with dispatch to ensure seamless coordination between reservations and route assignments.
• Other Duties as Assigned:   Performs all other duties as assigned, to support the overall office operations of the location.

Talent Requirements:

To be successful in this role, the Dispatcher will possess the following:

• Proven Experience:
• One (1) year of previous Dispatcher experience is preferred , ideally in a transportation or similar operations-focused environment.
• Two (2) years of Customer Service experience is preferred , demonstrating a strong foundation in client interaction and issue resolution.
• Adaptability and Cross-Training Capability:
• Demonstrated willingness and ability to cross-train and effectively perform various duties as needed, including comprehensive reservation tasks.   This includes learning and efficiently utilizing the reservation system and understanding the full scope of the client booking process.
• Experience with or the ability to quickly learn reservation procedures, including taking calls, gathering client information, scheduling trips accurately, and providing confirmations.
• Exceptional Communication Skills:
• Able to demonstrate a professional phone manner   with clear, courteous, and effective verbal communication.
• Strong written communication skills   for accurate record-keeping and internal communication.
• Ability to communicate effectively with drivers via two-way radio or other designated communication channels, providing clear instructions and addressing their needs professionally.
• Multitasking and composure Under Pressure:
• Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast-paced environment.   This is crucial for managing real-time dispatch operations and handling incoming reservation requests concurrently.
• Customer-Centric Approach:
• Demonstrate a high customer service commitment , ensuring both internal (driver) and external (client) customer satisfaction is a top priority.
• Empathetic and patient demeanor when interacting with clients, particularly when handling reservation inquiries or addressing service issues.
• Technical Proficiency:
• Experience with SPARE, Syncromatics, and TripShot software is a plus.
• Proficiency in using or the ability to quickly learn other relevant dispatch and reservation software systems.
• Basic computer skills, including data entry and email communication.
• Geographical Knowledge:
• Knowledge of the service area is a plus , contributing to efficient dispatching and accurate information provision during reservation calls.
• Education:
• High School diploma or equivalent.
• Other Important Attributes:
• Strong organizational skills and attention to detail.
• Ability to work effectively both independently and as part of a team

Starting pay rate: $27.80/hour

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.  The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.  

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.

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