Sr. Dispatcher/Router

As an EEO/Affirmative Action Employer, all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, age, national origin, disability, or veteran status.

Must live within 100 miles of Pompano Beach, FL, to commute to the office for training.

I. Job Summary 
Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts. 

II. Essential Duties and Responsibilities 
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Other minor duties may be assigned.

Works with routing specialists, route managers, and the service department to optimize complex routes 
  Dispatches drivers to calls as they are received, using information on customer needs, drivers locations and loads, and daily factors to balance cost and speed of response 
  Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensuring same-day service 
  Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues 
  Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues 
  Records and documents information from Drivers and distributes to appropriate departments 
  Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues 
  Serves as point person for manager; coordinates projects and other tasks as necessary 
  Delegates work in managers absence 
  Serves as an escalation point for other Dispatchers in the department 
  Train new Dispatchers 
  Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area    Must live within 100 miles of Pompano Beach, FL, to commute to the office for training.
 

III. Supervisory Responsibilities 
This job has no supervisory duties. 

 

IV. Qualifications 
The requirements listed below are representative of the qualifications necessary to perform the job. 

 

A. Education and Experience 
 

Education: High School Diploma or G.E.D (accredited). 
  Experience: Minimum of two (2) years of previous dispatching experience (in addition to education requirements). 

  Additional or specialized training in transportation, logistics, or similar area of study; customer service experience in a call-center environment preferred. 
 

B. Certificates, Licenses, Registrations or Other Requirements 
 

None required. 
 

C. Other Knowledge, Skills or Abilities Required 
 

Computer skills with ability to handle multiple programs and systems 
  Must be able to communicate effectively and professionally via e-mail, telephone, and 2 way devices 
  Must have the desire and ability to learn Waste Management proprietary software applications    The expected base pay rate for this position across the U.S. is $22.21. This pay rate represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location.
 

Benefits 
At Waste Management, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on 401K, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site. 

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ABOUT WM WM (WM.com) is North America’s largest comprehensive waste management environmental solutions provider. Previously known as Waste Management and based in Houston, Texas, WM is dri