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Dispatcher/Customer-Service Representative

Groome Transportation Duluth, MN
  • Posted: over a month ago
  • Other

Headquartered in Richmond, Virginia and operating across 16 states, Groome Transportation is a very successful specialty ground transportation company providing medium- to long-haul scheduled van service between major airport "hubs" and distant regional markets (the "Airport Shuttle" division). Groome generates best-in-class profitability, reflecting the value of its services to its customers and its efficient operations.

Full-time benefits offered, full-time and part-time shifts available.

Job summary

Dispatchers respond to passenger inquiries via phone or in-person, manage and schedule reservations, including payments, all while providing excellent customer service. Responsible for directly monitoring, coordinating and overseeing the daily scheduled route operation of the vehicle.

Role and Responsibilities

  • Answer customer inquiries, assist walk-in customers
  • Take new reservations from callers and walk-ins
  • Check in passengers
  • Check road conditions/accidents on major routes and assess re-route possibilities
  • Verify bank for register
  • Direct drivers on the radio about reroutes and accidents
  • Ready driver's book, keys and radio per run
  • QC passenger counts and money received from all locations & makes notes for accounting if money/credit cards missing
  • Manage lost and found items
  • Inform Operations and Management of any vehicular accidents
  • Advise Operations, Fleet Manager if vehicle goes down and arrange replacement service
  • Secure drivers if a driver calls off on a scheduled run
  • Cancel drivers if passenger counts necessitate reduction in allotted vans, with approval from supervisor/manager
  • Update dispatch log for next shift
  • Work varied shifts as needed
  • Contact supervisor concerning any customer service representative absences
  • Perform other duties as required

Qualifications and Education Requirements

  • High School diploma or equivalent
  • 1 to 2 years previous customer service or dealing with the public
  • 1+ year handling multiple phone lines
  • Software experience with Word, Excel, and Outlook and other Internet applications
  • Some experience using scheduling and/or reservation software
  • Cash handling experience
  • Must pass pre-employment drug test
  • Complete pre-employment background check
  • Ability to communicate effectively in English

Preferred Skills

  • Excellent verbal communication and customer service skills
  • Flexible, with a sense of humor
  • Manage multiple priorities
  • Effective verbal communication skills with employees and customers
  • Excellent phone and radio etiquette
  • Ability to handle a high stress environment
  • Knowledge of company safety standards, guidelines and requirements
  • Knowledge of major routes and route alternatives
  • Inter-personal and conflict resolution skills
  • Detail-oriented

Groome Transportation

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