Senior, 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.

Waste Management (WM), a Fortune 250 company, is the leading provider of comprehensive waste and environmental services in North America. We are strongly committed to a foundation of operating excellence, professionalism and financial strength. WM serves nearly 25 million customers in residential, commercial, industrial and municipal markets throughout North America through a network of collection operations, transfer stations, landfills, recycling facilities and waste-based energy production projects.

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

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

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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