Customer Service Specialist / Dispatcher

Description

Amwaste is looking for a Customer Service Specialist / Dispatcher for its hauling operations in our Lagrange, GA location. As an Amwaste Customer Service Specialist / Dispatcher you will form the hub for our drivers, customers and operations management to effectively communicate and provide the highest level of service.

Some of your key duties are:

• Handling incoming service orders, directing drivers, and resolving service issues.
• Assisting with problem resolution for multiple lines of business: Roll Off, Commercial Frontload, and Transfer Station trucks.
• Interacting with customers and sales staff
• Daily check in of driver paperwork and proper route disclosure in the computer system
• Printing routes and assisting the Operations Manager in setting up the paperwork for the next day.
• Handling incoming service orders or customer issues and communicating them to the proper manager
• Assisting the Shop Manager with clerical entry and parts inventory
• Completing HR and Safety report paperwork and communicating it to the proper department at the request of the Operations Manager.

Essential Duties and Responsibilities To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. This is not meant to be a complete list of duties but rather a general scope of the responsibilities

• Dispatch drivers to calls as they are received, using information on customer needs, drivers’ locations and abilities, and daily factors to balance cost and speed of response
• Assists in determining daily level of driver staffing to provide best mix of responsiveness and productivity
• Assigns routes and service tickets to appropriate Drivers throughout the day and for the next day; close service tickets each day
• Handles incoming calls and e-mails from customers and sales department; manages requests for pick-up or container delivery and ensuring our service guarantees
• 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 the Operations Manager to resolve equipment and driver issues

Requirements

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

Education/Experience:

• Education: High School Diploma or GED (accredited).
• Experience: Must have experience working in a team setting, with the ability to communicate to several areas effectively. Must be able to engage in a high speed and intense environment
• Experience with fast paced decision making and problem-solving skills
• Able to work independently and without constant supervision
• Must understand how to meet goals and expectations on a consistent basis
• Experience preferred: Experience in transportation, logistics, waste collection, customer service or a role requiring decision making and critical thinking is a plus.

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 and telephone