New Job Posting (4/5/12) - Reservationist
Reservationist (Hyattsville)/(not a Lead position)
Job Description
· Maintain two-way communication with operators, providing information on customers, cancellations, and directional assistance where necessary.
· Monitor operators and trip status, making adjustments and reassignments as necessary to ensure on time performance.
· Provide assistance to operators in the event of emergency or vehicle malfunctions, communicating with operations, safety and maintenance staff where appropriate.
· Document accurately and appropriately daily events related to service.
· Maintain a safe work area and a focus on safety to reduce the opportunity for injury to self or other employees.
· Communicate effectively with operations staff regarding scheduling or passenger issues.
· Maintain professional demeanor and appearance.
· Maintain attendance within policy.
· Handle multiple tasks accurately and effectively in a fast paced environment.
Job Requirements
Education: High School Diploma or Equivalent
Experience: Previous data entry, dispatch, customer service, supervisory and/or operating experience required.
Knowledge, Skills & Abilities:
· Strong customer service skills.
· Data entry experience and general knowledge of windows-based computer operating system and Microsoft Office package.
· Knowledge of service area.
· Ability to read, write and speak clearly the English language – basic knowledge of Spanish may be required depending on contract location and requirements.
· Ability to use multi-line phone system and handle multiple tasks concurrently.
· Ability to supervise.
· Ability to work independently and follow directions.
· Ability to adapt and remain flexible in a dynamic environment.
Pre-employment drug screening and background check is required. MV Transportation is an equal opportunity employer
Contact: Katrina Moujabber <katrina.moujabber@mvtransit.com>
New Job Posting (4/5/12) - Dispatcher (Hyattsville) (not a lead)
Job Description
MV Transportation`s Dispatcher works to direct the day-to-day route operations and report to the Dispatch Supervisors. This work is done in compliance with the procedures defined by the client and in conformance with company procedures. His/her duties involve daily communication and interaction with drivers and clients. He/she must also organize and conduct activities to assure safe, cost-effective, on-time operating performance. Tracks and reports sign-in/sign-out times, assures routes are timely, and communicates service issues to the Dispatch Supervisors or Dispatch Managers as appropriate.
Examples of Work/Job Duties
- Takes client calls and communicates issues with drivers and Dispatch Supervisors or Dispatch Managers as appropriate.
- Monitors radio, telephones and on-road provision of service for quality.
- Responsible for influencing positive employee morale and quality customer service.
- Monitors and completes driver sign-in and sign-out daily.
- May assign trips to drivers to assure adequate disbursement of trips between all assigned routes.
- Monitors daily system performance.
- Participates in analysis and review of operating performance.
- Notes closed and/or late starting of routes and communicates same to Dispatch Supervisors and/or Dispatch Managers as appropriate.
- All other duties, as assigned.
Job Requirements
- One year previous Dispatcher experience preferred.
- 2 years of Customer Service experience is required.
- Ability to handle multiple tasks simultaneously and maintain composure under pressure in a fast pace environment.
- Demonstrate a high customer service commitment.
- Able to demonstrate professional phone manner.
- Knowledge of Washington DC Metropolitan area is a plus.
- High School Diploma or equivalent.
Pre-employment drug screening and background check is required. MV Transportation is proud to be an equal opportunity/affirmative action employer.
Contact: Katrina Moujabber <katrina.moujabber@mvtransit.com>
New Job Posting (4/5/12) - Dispatch Supervisor (Hyattsville)
Job Description
Supervise large Dispatch department of 82 agents. Responsible for ensuring the Dispatch department maintains effective daily communication with drivers, including those run by subcontractors. To continually monitor service making proactive adjustments to maximize on time performance and productivity. Demonstrate effective use of scheduling software, two-way radio communication, telephone and data analysis skills.
· Manages and coordinates technical workforce job completion
· Customer complaint resolution obtain daily service disruptions in Excel Workbook
· Oversee improvement in customer satisfaction and dispatch satisfaction.
· Maintain a professional demeanor and appearance
Essential Functions of the Position
· Ensure that dispatch personnel are effectively performing linked function between the operators and customers by monitoring the responses to customer service requests and by ensuring appropriate prioritization and dispatch of service requests to Senior Management.
· Provide subordinate coaching and assistance when required.
· Communicate with Management as needed to maximize efficiencies and resolve issues
· Monitor specific charts and daily graphs to ensure that all service calls are being managed and completed in a timely manner.
· Monitor real time call flow, inbound dispatcher availability, Service Levels and other critical call statistics to ensure calls are answered in a timely manner and abandon calls are minimized.
· Fill in as a Dispatcher when required.
· Ensure overall compliance with various office policies such as: uniforms, use of electronic devices, phone compliance, meal breaks and attendance.
Job Requirements
Skills/Abilities and Knowledge
· Ability to effectively lead a diverse group of individuals to successfully achieve the goals of the Dispatch Department
· Ability to learn and demonstrate efficiency in the use of Trapeze
· Strong customer service skills
· Ability to work independently and follow directions
· Ability to adapt and remain flexible in a dynamic environment
· Ability to manage multiple projects while managing 7 day/week operations
· At least 3-5 years successful supervisory experience preferred
Requirements
Education-High School Diploma or equivalent
Pre-employment drug screening and background check is required. MV Transportation is proud to be an equal opportunity/affirmative action employer.
Contact: Katrina Moujabber <katrina.moujabber@mvtransit.com>
