• Title

  • Dispatcher/Customer Service Representative/Receptionist

    Shelby Senior Services, Inc.
    Job Description
    Dispatcher/Customer Service Representative/Receptionist

    General Description of Position

    The Dispatcher/Customer Service Representative performs a variety of duties, including answering phones, greeting agency guests, receiving and communication information, recording passenger trip requests in the computer, providing information to drivers in a timely and efficient manner, and performing other technical functions in an office setting.

    Essential Job Functions

    The essential functions of this position include, but are not limited to, the functions outlined below. Management retains the discretion to add to and/or change the duties of the position any any time.
    General Responsibilites:
    1.    Maintain a positive image and rapport with all guests, passengers and visitors.
    2.    Whether by phone or in person, maintain a professional and pleasant manner and attitude.
    3.    Answer calls and greet visitors in the order received.
    4.    Be familiar with the transportation program policies and procedure as well as the transportation service area and schedules.
    5.    Obtain correct pick-up and drop-off time and address, as well as other necessary information from passengers.
    6.    Properly process “real time” trip requests.
    7.    Provide assistance to drivers that will improve the on-time performance of the operation.
    8.    Record no-shows according to procedures.
    9.    Dispatch passenger pick-up information to drivers so that drivers can arrive for passenger pick-up on time.
    10. Verify address errors with driver
    11. Call out passengers for driver when necessary.
    12. Maintain accurate records according to agency needs.
    13. Transfer problem calls to supervisor /Director of Transportation.
    14. Properly and calmly respond to problem callers and visitors.
    15. Answer informational calls about transportation and agency programs as appropriate.
    16. Record changes in passenger information, such as pick up or drop off time, address, etc.
    17. Observe all company policies and procedures.
    18. Order office supplies and coordinate service for office equipment.
    Note:  This position is subject to mandatory and random drug testing and criminal history checks.
    Must relate well with the public, be polite, represent the agency in a professional manner.
    Requirements of this job:
    1.    Use full range of sense of hearing, including tone, pitch, and volume when assisting passengers and general public via telephone.
    2.    Use full range of speech, including audibility, annuciation, and projection, when assisting passengers and general public.
    Reports to:  As Dispatcher reports to Director of Transportation and as Receptionist/Customer Service Representative reports to Executive Director
           Supervises:  No one
    Please call 317-398-0127 to set up time to fill out application or email resume to kkoehl@shelbyseniorservices.org