Dispatch Coordinator

Job Highlights:

• Contract type: Independent Contractor
  
• Schedule: 40 hours per week; Monday to Friday 5:00 AM to 1:00 PM
  

Client Time Zone: PST (Langley BC)

Overview

The Dispatch Coordinator supports United Traffics growth by actively maintaining client accounts while supporting daily dispatch operations.

Duties and Responsibilities

Dispatch

• Answer calls and emails from clients and Field Team
  
• Meet client requirements for traffic control information issues and safety concerns
  
• Contact clients for additional traffic control needs to maximize Field Team
  
• Reassign Field Team as required (ex. time-off requests sick days no-shows client needs Field Team skills) and utilize sub-contractors when necessary
  
• Assess current Dispatch overview to ensure adequate Field Team coverage for optimization
  
• Understand and utilize Traffic Management Plans to ensure accurate dispatch
  
• Maintain client sub-contractor and Field Team databases including TCP Certificate expiries
  
• File dispatch program reports and forms communicate findings with Operations
  
• Perform various admin duties including data entry (ex. new hires & clients) into dispatching program
  
• Relay to and gather information from Field Team (ex. Reminders information changes weekend availability)
  
• Manage conflicts quickly and professionally ensuring decision-making is based on United Traffics mission vision and values
  
• Work independently and as part of a team to reach company operational goals within a given timeframe
  
• Communicate client concerns on service and delivery to Operations during meetings to ensure that standards are met
  

Account Maintenance

• Act as a point of contact for all client inquiries and concerns
  
• Provide pricing or service agreements to clients upon request
  
• Assist with challenging client requests or issues escalations as needed
  
• Coordinate with the Dispatch Team and the TMP Department to determine needs with existing clients
  

Other

• Redirect all other enquiries to the appropriate department (ex. media enquiries)
  
• Escalate issues or conflicts to Operations when necessary
  
• Report any abuse or policy violations to Operations
  
• Attend Safety Meetings if required or discuss improvements that can be made to the Field Team
  
• Support the Health & Safety program
  
• Perform additional duties and responsibilities as assigned by Operations
  

Accountabilities

• Accuracy of jobs booked in
  
• Percentage of Field Team dispatched daily to metric
  
• Ten minutes to respond to phone calls and emails
  
• Meet deadlines commitments and dispatch targets
  

• 1 year proven experience as dispatcher is required
  
• Strong familiarity with job routing team assignment and technician monitoring
  
• Ability to work with minimal supervision while maintaining a high level of productivity
  
• Strong customer service and problem-solving skills
  
• Solid experience with CRM software and other sales tools Microsoft 365 Internet and PC
  
• Experience delivering client-focused solutions
  
• Strong organizational skills with the ability to prioritize tasks and manage time effectively
  
• Strong verbal and written communication skills