Dispatcher/customer Service

1 week ago

Kitchener, Canada WASTE CONNECTIONS OF CANADA Full time

Waste Connections of Canada is a leading non-hazardous solid waste management in North America. We are looking for a SAFETY inclined, energetic, autonomous, and proactive team player who is capable of making a difference in his/her team and community. We have an immediate opening for a **Dispatcher** at our **Kitchener, ON** office.

**Location**: 139 Ardelt Ave Kitchener, ON

**Essential Duties**:

- Develop routes for the following day based on orders received from Customer Service; assign routes to drivers
- Prioritize same-day orders (from queue in staging area) to drivers, based on driver location and availability
- Provide print and electronic route schedules to drivers for planned and updated orders; follow up to ensure orders have been received
- Direct drivers to appropriate transfer stations
- Answer calls from drivers requesting pick-ups, and assign orders as appropriate
- Communicate traffic problems (e.g., congestion, construction) to minimize avoidable delays
- Monitor driver route progress (e.g., progress of orders) and driver location to ensure orders will be completed, as scheduled; re-assign or re-schedule as needed to meet service commitments
- Verify the nature of driver delays,(e.g., truck maintenance problem, traffic congestion, unscheduled breaks), and coordinate solutions where possible (e.g., dispatch mechanic to site)
- Communicate to drivers on changes in routes, or request for overtime hours; listen to and respond to drivers’ concerns re: schedules
- Escalate concerns about driver performance (e.g., unscheduled breaks) to the supervisor (Operations or Route Supervisor)
- Contact customers to inform them of delays or missed pick-up; communicate revised timelines for pick-ups
- Call customers to inform them of on-site issues (e.g., blocked driveway) that need to be resolved in order for Waste Connections to complete pick-up
- Relay customer needs for increase or decrease to current level of service obtained from driver (e.g., insufficient containers) to Sales team to follow up re: changes to existing services
- Enter codes (e.g., dry run) on customer order to ensure correct billing information
- Close out and finalize routes from previous day (generate reports for management)

**Requirements**:

- 2-3 years of Customer Service/Dispatch experience
- High-volume call center or inbound calling experience
- Excellent time management and prioritization skills
- Strong working knowledge of Microsoft Office, TRUX
- Strong written and oral communication skills
- Critical and logical thinking skills
- Waste Connections of Canada/Enviro Connexions is an Equal Opportunity Employ_e_r_.

**Job Types**: Full-time, Permanent

**Benefits**:

- Casual dress
- Dental care
- Extended health care
- Paid time off
- RRSP match
- Vision care

Schedule:

- 8 hour shift
- Day shift

**Experience**:

- Customer service: 2 years (preferred)
- Dispatch: 1 year (preferred)

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