Job Description
WESTERN MOTORCOACH, INC. is seeking immediate hire dispatchers. Who oversees the daily operation and dispatching of drivers, motorcoaches, and cleaners according to contract requirements and compliance with State and Federal regulations. Professionally communicate with our clients and operators to achieve and deliver client satisfaction.
SCHEDULE: This position operates within a 24/7 environment that will require applicants to work: weekends and holidays. Positions opening in dayshift, midshift, and graveyard shifts.
ESSENTIAL RESPONSIBILITIES:
- Work is performed in various environmental conditions.
- Input trip data accurately in the system.
- Prepare daily driver paperwork for reporting times, vehicles, and itineraries.
- Ensure trip documentation (proper instruction, paperwork, itineraries, and map necessary for the given assignment) is completed correctly and promptly for the drivers.
- Communicate, and phone reconfirm promptly (24 hours before) with the customers and drivers for the next day's trip, making amendments specified by the customers.
- Maintain positive customer relations and respond to customer issues with courtesy and a solution-oriented attitude—solving customer complaints.
- Ensure On-Time performance is achieved for our customers successfully.
- Schedule vehicles for the daily schedule, last-minute reservations, and changes.
- Assign buses and drivers to solve real-time overload situations and efficiently schedule operations consistent with business needs.
- Schedules, plans for the unexpected, responds to emergencies and resolves issues when they arise.
- Actively monitors routes in progress to ensure service commitments and driver performance are satisfied.
- Proactively communicates last-minute operational changes to drivers, sales, and management as needed.
- Keep an inventory of vehicles and drivers.
- Schedule, Confirm, and inspect that vehicles assigned to the drivers are prepared for the assignment or replace downed equipment.
- Dispatch replacements for drivers call out, no show.
- Medicate and resolve dispatch-related driver conflicts and issues and coordinate resolutions with the manager.
- Provide managers, mechanics, and wash crew with the next-day bus schedule on time.
- Inspect and manage the wash crew to ensure all buses are clean according to company cleaning guidelines and are ready for next-day trips before takeoff.
- Coordinates with mechanics for equipment available for the next day's schedule.
- Report maintenance issues to management and coordinate with the shop to minimize downtime as necessary.
- Assist mechanics with emergencies and obtain replacement equipment etc...
- Work with the management to have mechanics dispatched on road calls.
- Assist drivers and notify proper authorities during an incident/accident.
- Keep an accurate record of incidents and accidents and follow up with the immediate supervisor.
- Monitoring driver behavior to ensure drivers are safe to leave the yard for the trips and communicate with the drivers daily while on assignment to ensure no problem occurs.
- Audit driver-finished trip documents, checking for accuracy and violations to ensure all information is included, correct, and completely input accurately in the system. In addition, report to the sales team for any additional jobs drivers performs on the trips that are not listed in the invoices and not in our system.
- Maintains an accurate database for miles, fuel, and other reporting requirements.
- Monitor GPS/camera on buses and driver hours of service to ensure compliance with DOT regulations.
- Consult with drivers regarding e-log auditing, pre-trip, and pro-trip inspection.
- Work with the manager to schedule driver training, cross-training, and other issues as needed.
- Notify and assist drivers with their driver's licenses and DOT physical exam renewals. As a result, inspected driver documents are up to current, and tests are taken on time before the trip.
- Guardian of drivers' safety and promote high expectations of productivity.
- Responsible for assisting the supervisor with information on the driver's performance, recommending disciplinary actions if warranted, and scheduling performance coaching.
- Perform on-call dispatch duties as needed after hours and on weekends.
- Responsible for 24/7 company cell phone to receive incoming customer and driver calls.
- Must be able to reach in case of emergency or any questions on an off day.
- Work above regular working hours when workloads and seasonal activities are encountered.
- Responsible for report writing and keeping all concerned updated on daily activities.
- Filing, auditing, and data entry.
- Other duties include but are not limited to answering incoming calls to the office.
QUALIFICATIONS REQUIREMENTS:
- Association degree or in the related field.
- 2+ years of experience in a dynamic dispatch for the bus company preferred.
- Experience in travel and tourism are a plus!
- Advance in computer applications such as Word, Excel, Outlook, email, Google, internet software, etc...
- Strong knowledge of the ability to learn to use the mainframe computer system and various software applications.
- Basic understanding of online mapping software for local, state, and national travel destinations.
- Must have at least 3+ years of customer service, data entry, and general clerical work in an office environment.
- Must type data accurately and pass a typing test at 45+ words per minute (WILL BE TESTED).
- Experience and knowledge in the Motorcoach industry and DOT regulations.
- Effective and excellent verbal and written communication skills are required.
- Must have excellent communication by telephone, 2-way radio, or in person, clear, fluent English, courteous, friendly, and professional manner with clients, guests, co-workers, and industry-related personnel.
- Have the ability to interact with many types of personalities in a professional and friendly manner.
- Be empathetic and possess excellent listening skills. Understand and follow oral and written instructions and express ideas effectively orally and in writing.
- Handling customer complaints and using independent judgment to resolve issues promptly.
- Strong critical thinking must exercise the ability to quickly make quick troubleshooting decisions and advance in solving problems.
- Must be integrity and the ability to handle confidential information.
- Work independently with minimal supervision and get along well with others.
- Must work within deadlines, prioritize tasks, and time management skills.
- Ability to excel and multitask in a fast-paced work environment with regular distractions and interruptions. Handle multiple projects simultaneously.
- Must remain calm, pleasant, and poised, manage stress, and work well under pressure.
- Have excellent organizational skills and attention to detail; energetic, dependable, hardworking, and willing to take the extra step to accept and support company operations, processes, and systems.
- Must be available for "on-call" rotation and work flexible hours, graveyard schedule, weekends, and holidays based on business needs.
- Must have a valid driver's license, reliable transportation, and be dependable with consistent attendance and punctuality.
- Must pass a criminal background check and drug and alcohol tests.
Job Type: Full-time
Pay: $14.00 - $18.00 per hour
Benefits:
- Dental insurance
- Health insurance
- Vision insurance
Schedule:
- Day shift
- Evening shift
- Holidays
- Night shift
- On call
- Overnight shift
- Weekend availability
Application Question(s):
- How many words per minute can you type?
- How many years of EXCEL experience do you have? Are you basic, intermediate, or advanced in EXCEL?
Education:
- High school or equivalent (Preferred)
Experience:
- Customer service: 3 years (Preferred)
- DOT and FMCSA: 2 years (Preferred)
- Office Clerk: 3 years (Preferred)
- Logistic Dispatcher: 2 years (Preferred)
- Motorcoach Industry: 2 years (Preferred)
License/Certification:
Shift availability:
- Day Shift (Preferred)
- Night Shift (Preferred)
- Overnight Shift (Preferred)
Willingness to travel:
Work Location: In person
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