Dispatcher

The Drivers Cooperative Inc.; New York (NY); On-site; USD 28,929 - 31,684; Full time

Job summary

The Drivers Cooperative is hiring a Dispatcher to support driver-owners and rider clients, particularly in the Access-a-Ride program. The Dispatcher will manage the dispatch line, fulfill trips, and process onboarding documents for drivers, collaborating with operations and member engagement teams to deliver excellent service for riders and drivers.

A successful Dispatcher is a team player who can also work independently, and is eager to learn.

Qualifications

• Fluency in English and ability to communicate clearly with drivers and riders.
• Experience in a customer-service or dispatch role is a plus.
• Comfort with learning new software and processes.

Responsibilities

• Manage our dispatch phone line and address urgent driver and rider issues.
• Respond to urgent text messages to support drivers on the road.
• Manage backend software and ensure all trips are fulfilled.
• Process inbound documents from drivers joining the platform.
• Participate in team meetings to improve systems and processes.

Skills

Customer service

Phone support

Typing 40 wpm

Data entry

Team player

Willing to learn

Education

Bachelor’s degree or certificate program preferred

Tools

Dispatch software

Excel

Google Sheets

Job description

The Drivers Cooperative is hiring a Dispatcher to support the cooperative’s relationships with its driver-owners and rider clients, particularly in the Access-a-Ride program.

The Drivers Cooperative

We are a driver-owned ride-hailing cooperative in New York City. Our driver-members make more on each trip, profits go back to drivers, and drivers have democratic control over the decisions that affect their lives.

Role

We are looking for an adaptable professional ready to join the co-op staff, running point on shifts during weekends, late nights, and early mornings to provide phone support for our members. The Dispatcher will be responsible for answering the co-op dispatch phone line, fulfilling scheduled trips, and processing onboarding documents for drivers. In this role you would work with a variety of tools and collaborate with our operations and member engagement teams to deliver top-tier customer experiences for riders and an excellent membership experience for drivers. At the cooperative, staff are involved in designing and improving the systems and tools that they use. In this role, you will be part of a team that meets weekly to think through how we can constantly improve service for our driver and rider stakeholders.

A successful Dispatcher is a team player but can also excel in solo work. They are not shy to roll up their sleeves to get things done. Above all, they are ready to learn: at TDC, we are constantly looking to improve processes so an open mind and creativity will be major assets in your work here. Coverage will be needed during non-traditional working hours.

Location

This role is based in New York City.

Responsibilities

Manage our phone line to address urgent driver and rider issues

Respond to urgent text messages to support drivers on the road

Manage backend software and ensure all trips are fulfilled

Processing inbound documents from drivers looking to join the platform

Participating in team meetings to come up with ideas to improve systems

Qualifications

Fluency in English and at least one of the following languages: Arabic, Spanish, Bengali, Urdu, Hindi, Nepali, Mandarin, Russian, French, Haitian Creole, or other languages spoken by for-hire vehicle drivers in New York City

Familiarity with Access-a-Ride and New York City’s for-hire vehicle industry is a plus

Experience with dispatch transportation software a plus

Computer fluency and data entry skills (e.g., typing speeds of 40 words-per-minute)

Experience with data analysis in Excel or Google Sheets is strongly preferred

Experience in or connection to the for-hire vehicle industry as a driver or in operations is a plus

Bachelor’s degree or certificate program preferred

Passion for social justice and commitment to the labormovement

Compensation

Salaries in the cooperative are based on the resources of the cooperative, market rates for compensation, and concern for equity. The range for this position is $21-23/hour depending on experience, with additional compensation possible through step increases in staff wages tied to the success of the cooperative, and through the cooperative’s profit-sharing plan.

Our Community

We are especially interested in applicants who have worked in or have personal ties to New York City’s for-hire vehicle industry, including driving experience. Access-a-Ride users particularly encouraged to apply.