[Hiring] Senior Router Roll Off-North @Waste Management, Inc. (WM)

Role Description

Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers, Waste Management customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses Waste Management proprietary software to enter ticket information and track activity. Shifts vary with the potential for overtime and Saturday hours depending on particular site needs. Some initial travel (up to 15%) may be required to assist with centralization efforts.

Essential Duties and Responsibilities

• Works with routing specialists, route managers, and the service department to optimize complex routes.
• Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and speed of response.
• Fields incoming calls from customers, and e-mails from customer service and sales department; manages requests for pick-up or container delivery and ensures same-day service.
• Initiates outbound calls to customers while drivers are on-site/location, resolving pick-up and other issues.
• Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues.
• Records and documents information from Drivers and distributes to appropriate departments.
• Communicates with maintenance shop personnel and serves as an emergency point of contact for down wires and other issues.
• Serves as point person for manager, coordinates projects and other tasks as necessary.
• Delegates work in manager's absence.
• Serves as an escalation point for other Dispatchers in the department.
• Trains new Dispatchers.
• Can be asked to cover all lines of business (Commercial, Residential, Roll-Off), multiple sites etc. within an area.

Qualifications

• High School Diploma or G.E.D (accredited).
• 2 years Minimum of previous dispatching experience (in addition to education requirements).
• Additional or specialized training in transportation, logistics, or similar area of study preferred.
• Customer service experience in a call-center environment preferred.
• Computer skills with ability to handle multiple monitors, programs and systems.
• Must be able to communicate effectively and professionally via e-mail, telephone, and 2-way devices.
• Must have the desire and ability to learn Waste Management proprietary software applications.

Work Environment

• Required to use motor coordination with finger dexterity (such as keyboarding, machine operation, etc.) most of the workday.
• Normal setting for this job is home office setting.

Benefits

• Medical, Dental, Vision, Life Insurance and Short-Term Disability.
• Stock Purchase Plan.
• Company match on 401K.
• Paid Vacation, Holidays, and Personal Days.