Dispatcher

WeDriveU, Inc.; Naples (FL); On-site; USD 40,000 - 55,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

Life Insurance

401(k) with match

Commuter Benefits

Paid Holidays

PTO

Job summary

WeDriveU is a leader in shared mobility solutions, operating private shuttle and public transit systems across the U.S. The Dispatcher role focuses on handling a high volume of incoming calls, communicating with drivers, and responding to email inquiries while solving problems throughout the day.

Duties include monitoring drivers, issuing field instructions, assisting with customer concerns, and coordinating with management to ensure on-time route coverage and service quality.

Qualifications

• Experience handling high-volume calls and coordinating with field staff.
• Strong communication skills to interact with drivers and customers.
• Ability to read and interpret instructions and follow SOPs.

Responsibilities

• Monitor drivers throughout their routes and relay instructions.
• Coordinate driver assignments to ensure coverage of all routes.
• Respond to customer concerns and document incidents for follow-up.
• Notify stakeholders of route changes, emergencies, or disruptions.
• Assist with Lost and Found processes and safety/compliance tasks.
• Escalate unresolved issues to management as appropriate.

Skills

Dispatch coordination

Customer communication

Radio/phone systems

Microsoft Office

Routing software

Documentation

Tools

Routing software

Office software

Job description

WeDriveU is the leader in shared mobility solutions that connect communities, campuses, and workplaces. WeDriveU operates private shuttle and public transit systems across the U.S serving millions of passenger journeys a year. The company's 5,500+ team members operate 4,000 vehicles across 55 U.S. locations, providing safe, reliable and sustainable options as part of a global family of brands serving more than 1 billion bus and rail passengers on four continents. Visit wedriveu.com to learn more about our company, clients and career opportunities.

Job Description

The Dispatcher will be answering a high-volume of incoming calls, communicating to drivers, and responding to email inquiries as well as problem solving throughout the day.

Duties And Responsibilities

• Monitor drivers throughout their routes
• Communicate specific instructions to drivers in the field regarding passenger pick-ups and drop-offs
• Assist with investigating and resolving customer concerns
• Monitor traffic flow and send out alerts as needed
• Record incidents for vendor follow-up
• Support Lost and Found process
• Ensure that all tasks comply with administrative policies and procedures, safety rules, environmental policies and/or government regulations
• Directs and monitors daily assignments; schedules drivers and assigns vehicles to ensure daily coverage of all routes
• Ensures direct and indirect daily activities of drivers are assigned and accomplished on time
• Communicates all relevant details of driving assignments to drivers to ensure proper execution
• Assist drivers with routing directions and direct them to perform special services when required
• Recommends appropriate disciplinary action, up to and including suspensions and/or discharge, for staff violations of company policies
• Responds to emergency calls, facilitates emergency response network, coordinates mechanical service repair, and assigns replacement buses and drivers when there is a problem on a route
• Notifies stakeholders and location personnel of all changes in route assignments, emergency situations, accidents, breakdowns or any other event that will disrupt service
• Coordinates vehicle service and mechanical repairs with management assure uninterrupted service delivery.
• Maintains high compliance to dispatch standard operating procedures
• Handles customer concerns and requests for information in an expeditious and professional manner.
• Escalates unresolved issues to management as appropriate

Skills Required And Physical Demands

• Organize and prioritize time to balance conflicting demands related to customer care and dispatching
• Communicate effectively with colleagues and customers in a fast-paced and/or stressful environment (interpersonal & telephone skills)
• Read and interpret documents and instructions from customers and other team members
• Perform work activities requiring cooperation and instruction
• Function in a fast-paced environment, under substantial pressure
• Work within the appropriate level of independence
• Problem solving
• Operate two-way and emergency radio systems
• Use office machines (fax, scanner, copier, zip drive, telephone system)
• Efficiency in using Microsoft Office Program and computerized routing software
• Work independently
• Read road and street maps
• Keep organized and accurate records relating to overall dispatch and routing responsibilities

We Offer

Physical Health

• Exceptional Medical, Dental, Vision, and Life Insurance benefits

Financial Health

• Competitive compensation packages
• 401(k) with 4% employer match
• Financial Wellness Tool
• Commuter Benefits

Emotional Health

• Employee Assistance Program (EAP)
• PTO for part-time and full-time positions
• Paid holidays
• Pet & Legal Insurance

Personal Development

• On-the-job training and skills development
• Internal transfer opportunities for career growth
• Benefits vary by position and location

WeDriveU is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment free of discrimination or harassment where thoughts and ideas of all employees are appreciated and respected. We value excellence and recognize that by respecting the diverse backgrounds, skills, and perspectives of our workforce, we will sustain a competitive advantage and remain an employer of choice. We also see diversity as more than policies; it is imperative for enabling us to attract, retain and develop the best talent available.