Lead Dispatcher

2 weeks ago

Edmonton, Canada Greater Edmonton Taxi Service Full time

**About Us**

Greater Edmonton Taxi Services provides a supportive and progressive work environment for our employees that will not only challenge but encourage new ideas and common-sense solutions. We focus on collaborative efforts and always take the time to see the fun side of life About You You have call center experience with a keen eye for details. You know the city of Edmonton like the back of your hand and can problem solve on the fly while dealing with short timelines.

Reporting to the Dispatch Manager, the **Lead Dispatcher** is responsible for assigning cabs with customers and their respective locations. They must communicate with the drivers by way of phone and computer. Lead Dispatcher must stay aware of road conditions, provide accurate and knowledgeable directions, assist in handling customer or driver concern, supply any needed assistance to the drivers and be crossed trained in handling limo, DATS/CHOICE changes/requests. Lead Dispatcher is also responsible for keeping completed records of all necessary information.

**Responsibilities**:

- Schedule and dispatch cabs with the goal to book the timeliest service possible.
- Providing customer support by addressing any questions, problems, specific vehicle requirements or requests for pick-up.
- Relay incoming dispatch requests and customer locations to drivers by using telephone, computer, and/or two-way radio; direct pick-up and drop-off activities of drivers.
- Track drivers using applicable dispatch software.
- Stay aware of any traffic congestion, accidents, weather conditions, construction zones, and any other information that may affect the drivers' route, timeline, or safety.
- Effectively communicate all pertinent information to the call takers, customers, and the drivers.
- Record and maintain files and accurate records of requests, charges, expenses, and other dispatch information.
- Adhere to municipal legislation as well as company and departmental policies and procedures.
- Assist in handling customer or driver concerns.
- Perform other duties as assigned.
- Process payments on POS in office.
- Handle any incoming lost & found items & issues.
- Handle incoming Limo requests/calls.
- Handle incoming DATS/Choice changes/requests.
- Proven systems knowledge to assist both call takers and dispatchers with any questions or concerns.
- Ability to handle all equipment returns, exchanges or trouble shooting issues.
- Proven ability to handle any escalations with customers and driver.
- Handle all incoming accident reporting.
- Must work in office.

**Key Competencies and Qualifications**:

- High School Diploma.
- Minimum 2 Years Customer Service Experience.
- Dispatch experience is an asset.
- Call center experience is a MUST.
- Excellent organizational skills.
- The ability to listen to and understand information and ideas presented through spoken words, phrases, and sentences. Reading comprehension.
- Ability to communicate ideas and recommendations to passengers and other drivers.
- Strong problem identification and problem resolution skills. Ability to create alternative solutions to problems.
- High level of sound and independent judgment and reasoning.
- Ability to interpret and implement company policies and procedures.
- Excellent time management skills. Able to work under pressure.
- Capable of effective decision making, using critical thought processes.
- Oral expression
- the ability to effectively communicate through speech. High level of speech recognition
- the ability to readily understand the speech of others.

**Working Conditions**
- Office environment

**About Us**

Operating as Greater Edmonton Taxi Service, J&P Auto, Prestige Transportation, and Cliffs Towing, at 2370845 Alberta Ltd., we provide a supportive and progressive work environment for our employees that will not only challenge, but encourage new ideas and common-sense solutions. We focus on collaborative efforts and always take the time to see the funny side of life We offer a competitive compensation package and are strong believers in work/life balance.

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

Schedule:

- 8 hour shift
- Day shift
- Evening shift
- Holidays
- Monday to Friday
- Night shift
- On call
- Weekend availability

**Experience**:

- transportation industry: 2 years (preferred)
- Customer service: 3 years (preferred)
- dispatching: 2 years (preferred)
- Call center: 1 year (required)

Shift availability:

- Day Shift (required)
- Night Shift (required)
- Overnight Shift (required)

Work Location: In person

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