Job Description

Title: Dispatch Specialist
Duration: 6-12 Months
Location: Austin, TX

Job Summary
The Service Coordinator I reports directly to the Supervisor, Paratransit Control Center. The position is responsible for dispatching Transportation Network Company (TNC) “Pickup” branded service to Service Provider’s drivers; scheduling same day Pickup trips; and, answering Pickup customer calls and customer booking requests.

Primary Responsibilities
· Answers Pickup calls from customers and schedules using Via software to drivers.
· Proficient with same-day scheduling functions and directs operators on route to maximize efficiency
· Document performance and maintain related records accurately
· Assist and communicate with customers with Pickup policies.
· Communicates with Service Provider; drivers; and, customers to assure maximum productivity and customer satisfaction
· Perform other duties as required and/or assigned.

Minimum Qualifications
Education and Experience:
· High school diploma or GED required.
· Two (2) years of Customer service or dispatching experience required.
· Two (2) years of transportation or related experience is preferred.
· Demand Response or Transportation Network Company (TNC) and computer experience is preferred.
· Bilingual (English and Spanish) is preferred but not required

Knowledge, Skills, and Abilities:
· Knowledge of the Austin street patterns and roadways.
· Thorough knowledge of operational transit methods, practices, and procedures pertaining to the
· delivery of transit or TNC services
· Skill in reading and relaying information to customers, service providers and drivers.
· Ability to give accurate directions by radio and telephone.
· Ability to deliver excellent telephone customer service utilizing verbal communication skills
· Working knowledge of MS Word, Excel, Outlook, Internet Explorer, and new systems as they are introduced.
· Knowledge of the American Disability Act service area
· Ability to communicate effectively over the phone, in writing, and in person.
· Ability to problem-solve quickly and effectively customer and driver issues verbally.
· Working knowledge of applicable transit operations laws, regulations, policies, procedures, and labor-management agreements