Dispatcher Customer Service Representative

Job Description:Job Description ABOUT US Our commitment to the communities where we live and work and our progressive customer service approach has made us a leading provider of student transportation for over 50 years throughout southwestern Ontario. THE JOB The successful candidate will have the following responsibilities: · Ensures that all routes have appropriate driver coverage and substitutes for absent drivers and monitors. · Reviews and assigns driver(s) to the route including route information. · Maintains route documentation and records by logging into consortia portals for the purpose of providing accurate and reliable information to drivers in compliance with school board and provincial regulations. · Prepares, verifies and maintains route information using company software. · Uses and monitors two way radio systems for the purposes of communicating with the driver to help resolve any issues on-route. · Fields incoming phone, email and online inquiries about school transportation and school bus charter trips bookings from existing and new customers. · Carries out intake of incoming calls, emails, concerns and incidents from drivers, schools, parents/guardians, consortia officials and the public. · Uses company client relationship management software (CRM) to document intake information ensuring all issues receive a suitable response. · Assesses, prioritizes incoming issues to effectively minimize and determine escalation protocols. · Booking and monitoring of the charter trip from initial entry into booking software system through to charter trip completion and follow up customer satisfaction check. · Receiving, verifying accuracy and entering all post-trip reports in the software system and forwarding pertinent information to Accounting and Payroll departments. WHAT WE NEED · Minimum of OSSD. · Minimum of 2 years of experience and proven communication skills using dispatch equipment. · Exceptional Customer Service skills developed by customer service training and experience. · Demonstrated ability to maintain professionalism and confidentiality at all times. · Proven ability to prioritize needs based on urgency/complexity of circumstances. · Flexibility and diplomacy required to deescalate situations and manage multiple demands. · Excellent organizational, computer, oral and written communication skills with demonstrated ability to work effectively under pressure and in a team environment. · Excellent documentation skills to create, update, and document information. · Proficiency in Microsoft computer skills including outlook, word, and excel. · Experience and proficiency in using web-based software applications and portal communication connections is an asset. WHAT WE OFFER · Days, no weekends · Positive work environment APPLICATION DETAILS Internal Posting Close Date: Monday, February 5, 2024 We thank all applicants for their interest; however, only those chosen for an interview will be contacted.

Job ID: 3339923
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Langs Bus Lines Limited