Dispatcher

POSITION SUMMARY

Tracks drivers and/or chauffeurs to fulfill ground transportation reservations and requests. Ensures that chauffeurs are on location. Confirms that chauffeurs have made contact with their passenger. Answers all calls related to "Locate Chauffeurs" and coordinates meeting with passenger. Provides multi-channel support as needed during peak times. Assists customer engagement center (CEC) with inquiries concerning rates and drive times. Answers customer questions in regards to schedule changes, availability of vehicles, and existing reservations.

PRINCIPAL DUTIES, RESPONSIBILITIES, AND EXPECTATIONS:

• Tracks chauffeurs "on location" status.
• Communicates with Channel 1 or customer if chauffeur will not meet 15 minute Spot-Time standard.
• Checks on "No-shows" and "Late Cancels", and documents service advisories / notifies chauffeurs and Channel 1 as required.
• Tracks "Contact made" status with chauffeurs. Makes call to passengers if needed and/or advises Channel 1 if extended wait time is expected.
• Enters service advisories into company system and communicates with chauffeurs as necessary.
• Answers "Locate Chauffeur" calls and coordinates meeting of chauffeur with passenger.
• Answers Instant Messages from Customer Engagement Center.
• Assists other channels with tracking of flights during high volume periods.
• Supports other channels in providing chauffeur and Farmout as required during peak periods.
• Assists drivers and/or chauffeurs with directions, itineraries, or any special requests by customer as necessary.
• Documents and informs management of outstanding customer service calls and quality service to customers.
• Responds to customer service requests for availability of vehicles for specified customer pickup time and location.
• Responds to customer service requests for location of vehicle, directions, changes or any special instructions.
• Monitors accident situations: Determines whether a passenger was in the vehicle, severity of the accident (injuries and vehicle damage), location of accident and whether police have arrived on the scene. Immediately notifies Supervisor or Manager. Enters customer incident or driver advisory into system.
• Documents as a service advisory or driver advisory any customer incidents, comments, or complaints in which we did not satisfy the needs of the customer. Immediately takes appropriate action to resolve the incident.
• Meets or exceeds all company standards as stated in the employee handbook as well as all other published company standards, policies and responsibilities ofthe position.
• Knows and practices the Carey standards for customer service, the Company computer system, and service options for making domestic ground transportation reservations.
• Ensures individual work area and Dispatch room is kept clean at all times.
• Other duties as assigned.

JOB QUALIFICATIONS:

Education: High School Diploma or GED required.

Experience: At least 6 months of experience with customer service and/or dispatching preferred.

Skills:

• Must have keyboarding skills, type 30-40 wpm.
• Requires the ability to use a calculator, operate PC software, and various office machines.
• Ability to operate Phone/Nextel radio equipment.
• Excellent customer service and communication skills, both verbal and written. The ability to perform basic math and spelling functions.
• Must have positive interpersonal skills.
• Knowledge and ability to provide accurate assistance and information to others on dispatch team
• Can identify problem issues and develop reasonable and workable solutions within the company standards, knowing when to promptly escalate to a higher level of authority

Attributes and Characteristics:

• Ethical, demonstrating strong moral character
• Ability to work in a fast paced environment.
• Able to successfully handle multiple tasks simultaneously
• Proven ability to make sound decisions on a regular basis in high-pressure situations and know when to bring issues, questions, and problems to the manager.
• Team player, able to function independently as well as cooperatively in a team environment
• Able to direct others in a motivating and cooperative way
• Demonstrates respect for others
• Dependable and punctual

PRIMARY CONTACTS:

Internal: Chauffeurs, Independent Operators, Reservations Specialist, and Management

External: Clients & Farm-out Vendors

WORKING CONDITIONS:

General Working Conditions: Favorable and normal office conditions.

Physical Requirements: Constant computer work and keying- must be able to read screen and use keyboard; some periods of high stress; mostly sitting and computer keying; some walking and stooping. Heavy use of phone - must be able to hear and be clearly understood when using the phone.

Carey International Inc., and its affiliates, is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other characteristic protected by law.