Access Dispatcher & Operations Coordinator

WeGo Public Transit; Nashville (TN); On-site; USD 28,000 - 34,000; Full time

Job summary

WeGo Public Transit in Nashville, TN seeks an Access Dispatcher/Controller to manage day-of-service operations, reschedule trips, monitor on-time performance, and resolve customer issues following SOPs. The role requires collaboration with in-house staff and drivers to ensure seamless service delivery.

The Access Dispatcher/Controller is an in-office position that handles operator problems, data entry, and trip adjustments while maintaining high standards of customer service and safety.

Qualifications

• Strong written and verbal communication skills.
• Ability to solve practical problems and deal with a variety of concrete variables/scenarios.
• Demonstrate a high level of customer service commitment, confidentiality and integrity.
• Respectful and sensitive to a diverse range of individuals, including the elderly and people with disabilities.
• Performs all duties with efficiency in a courteous, responsible and timely manner.
• Ability to actively listen, gather and interpret information and exercise good judgement when making quick decisions.
• Ability to handle high-pressure situations.
• Ability to learn and follow regulations and guidelines pertaining to the WeGo Access protocol and policies as well as the ADA.
• Ability to work in a team environment and create a positive non-judgmental atmosphere.
• Attention to detail is paramount.
• Must be reliable, prompt and dependable.
• Ability to use and interpret street maps as well as give directions.
• Strong organizational and time management abilities to create efficient schedules and manage complex trip details.
• Knowledge of transportation scheduling systems and dispatch procedures preferred.
• Previous experience in dispatching or transportation operations is preferred.
• Ability to multitask and prioritize during high-demand periods.
• Ability to closely observe four and sometimes five computer monitors simultaneously.

Responsibilities

• Operator Issues on Day of Service: Address and resolve operator problems in real time.
• Approve no-shows, cancellations at the door, and answer RTTs/radio calls.
• Provide directional assistance to operators as needed.
• Address field problems like accidents and breakdowns and maintain records.
• Reschedule trips due to breakdowns, accidents, manpower shortages, vehicle issues, or late pull-outs.
• Enter data into the system to complete dispatch calls.

Skills

Communication skills

Problem solving

Customer service

Attention to detail

Teamwork

Decision making under pressure

ADA compliance knowledge

Map reading

Multitasking

Monitor observation

Job description

WeGo Public Transit in Nashville, TN seeks an Access Dispatcher/Controller to manage day-of-service operations, reschedule trips, monitor on-time performance, and resolve customer issues following SOPs. The role requires collaboration with in-house staff and drivers to ensure seamless service delivery.

The Access Dispatcher/Controller is an in-office position that handles operator problems, data entry, and trip adjustments while maintaining high standards of customer service and safety.