Dispatcher/Customer Service Representative

Job Details: Level: Experienced, Position Type: Full-Time/Part-Time, Education Level: None, Salary Range: $13.00, Travel Percentage: None, Job Shift: Swing, Job Category: Telecommunications, SUMMARY: Responsible and accountable for the daily implementation of the System Status Plan. Effectively and professionally provides communications and dispatch services for Airport Express, Vital Transportation, MedRide & OCCT.

DUTIES AND RESPONSIBILITIES

Utilizes system status management computer system which monitors, updates, and controls the location and movement of units. Receives incoming non-emergency calls and promptly ascertains proper levels of response; allocates resources to match dynamic system demands. Dispatches and maintains radio communications with units.

Monitors and documents response times of units. Maintain the cleanliness of the dispatch center and work area. Follows all Airport Express, Vital Transportation, MedRide & OCCT. guidelines for customer service. Maintain patient confidentiality Investigates and reports all response time exceptions. Answers requests and dispatches medical support personnel.

Completes and submits daily status reports, including response time exceptions, response time reliability, exception percentages (by zone and for overall system), and unusual incidents as requested. Monitors system performance and communicates system demands to field while recognizing the needs, capabilities, and limitations of field personnel.

Responsible for complying with all local, state, and federal employment laws and company policies (i.e., Americans with Disability Act, Affirmative Action Plan, etc.) Comply with continuing education requirements and maintain all licenses and certifications required by Airport Express, Vital Transportation, MedRide & OCCT.

Function as public relations representative when dealing with facilities/customers, agencies, etc. Responsible for adhering to all company & departmental policies and procedures. Perform other related duties as required.

Qualifications

MINIMUM QUALIFICATIONS: High school diploma or equivalent. Must be able to multi-task. Must type minimum of 30 wpm. Must have current, valid Driver's License. Knowledge of local geography. Data entry skills. Effective written and verbal communication skills. Effective interpersonal skills. Must be able to work flexible hours.

Airport Express, Vital Transportation, MedRide & OCCT. is a 24 hour operation, shift work is required. (Days, Nights, Weekends and Holidays) STRESS FACTORS: Occasionally: Fatigue, boredom. Frequently: Intense tasks. Constantly: Repetitive tasks, high pressure, high call volume, customer assistance. WORK ENVIRONMENT: Occasionally: Confined areas, extended day, dirt/dust, works alone.

Constantly: Works with and around others, face-to-face and verbal contact with others, shift work, inside, temperature changes, noise, electrical equipment. MENTAL REQUIREMENTS: Occasionally: Complex writing. Frequently: Complex reading, clerical. Constantly: Simple reading and writing, memorization, analyzing, perception/computation, problem solving, simple math skills, judgment, reasoning, decision making.

EQUIPMENT USED: Constantly: Computer, computer monitor, keyboard, mouse, headphones, telephone recording equipment, telephone, calculator, copy machine, printer, stapler, 3 hole punch, switchboard console, kitchen appliance, vacuum cleaner, cleaning equipment, security monitors.