- Full-Time Equivalent: 1.0 FTE
Summary
At Ride Connection, Dispatchers are responsible for monitoring multiple forms of communication so that customers get to and from their destinations in a timely manner. Working in a fast-paced and sometimes hectic environment, the Dispatcher will process requests for transportation, monitor email, group chats and multiple phone lines, make changes to currently scheduled transportation, and update information about scheduled transportation from customers. They will also communicate with drivers as needed regarding upcoming scheduled rides; and respond promptly to any urgent situations or unexpected events that come up. This role will work closely with Service Center schedulers and Travel Navigators as well as collaborate with service partners to help assure that all of Ride Connection’s customer’s rides are on time and run smoothly and that every person who requests service from Ride Connection is treated with dignity, respect, and patience. The Dispatcher will report to the Service Center Supervisor.
This is a full-time, non-exempt position with a starting salary of $20.16 - $30.24 per hour.
Ride Connection offers an excellent benefits package, including comprehensive medical, dental, and vision insurance, an Employee Assistance Program, 403(b)-retirement plan with automatic employer contribution plus a match up to 2%, Flexible Spending Account with up to $500 annual employer contribution, 10 days of paid vacation in your first three years and then increases, twelve holidays, accrued sick leave, and TriMet annual public transportation pass.
Who You Are
- Customer service is your passion, you enjoy going the extra mile to ensure that a customer feels supported, heard, validated, and served.
- You are known for your eye for detail. Double-checking and triple-checking are a part of how you operate.
- You maintain your composure in a crisis and help others keep their cool as well.
- You can roll with the punches and change gears when needed. You split your attention between individual work projects, team projects, and customer service without losing a beat.
- You are a lifelong learner and enjoy the challenge of learning new technology and the ins and outs of new programs.
- You are a proactive problem-solver and plan processes and procedures that respond to or prevent future issues that may arise.
- You do your work through an equity lens.
- You enjoy working independently and taking the initiative so that projects get accomplished, and things run smoothly.
What You’ll Do
- Continuously monitor multiple channels of communication, including various group chats, internal and external direct messages, text messages, email and multiple phone lines and address same-day transportation matters.
- Assist in scheduling and dispatching drivers to appropriate locations according to customer requests and within our guidelines
- Monitor active and upcoming rides, adjusting schedules as needed to maximize route efficiency and ensure that customers are picked up as close as possible to scheduled times
- Provide support to drivers including, communicating changes to scheduled rides, provide pick-up location details, notifying of cancellations, helping to locate riders, and providing information about schedules, rides and other drivers as requested in real time.
- Make changes and assess what issues need to be addressed and in what order.
- Support Travel Navigators (Service Center staff answering phones) by providing ETAs and other pertinent ride information for them to share with customers
- Confirm no-shows and cancellations and adjust schedules accordingly
- Work collaboratively with the Schedulers and Travel Navigators and perform in a back-up role for the scheduling team by producing efficient provider manifests, taking into consideration specified timelines, customer mobility needs, and provider capacity.
Qualifications
- At least two years of experience in an operations environment, preferably scheduling, dispatching and/or general coordinating duties for a public transportation program.
- Two (2) years of customer service experience
- Ability to communicate using messaging software, email, and telephone software and equipment
- Ability to read and interpret maps to determine locations and boundaries
- Geographic knowledge of Multnomah, Clackamas, and Washington Counties
- Strong organizational skills
- Excellent interpersonal, oral, and written communication skills with the ability to exercise good judgment, courtesy, and tact in public contact and handling problems
- Comfort and experience with high call volume or multi line phone systems.
- The ability and willingness to work diverse populations.
- Must pass a National Criminal Record Check, which includes fingerprint identification.
This position may be required to perform “Safety Sensitive” duties per FTA guidelines. When required the employee assigned to this position must participate and remain in compliance with the FTA Drug and Alcohol testing program, including pre-employment and random, reasonable suspicion testing.
Preferred Qualifications
- Experience working for a Non-Profit organization
- Familiarity with local public transportation systems
- Ability to speak other languages, in addition to English
- Experience, lived or otherwise, working with older adults and people with disabilities.
Application Instructions
To apply for this position, please send your resume and cover letter to jobs@rideconnection.org. You can submit these documents in any format, but pdf works best.
Applications will be considered as submitted, so you are encouraged to apply early. Applications will continue to be accepted until the position is filled.
About Ride Connection
Ride Connection is a private, non-profit organization based in Portland, Oregon. We offer ways for people to access the goods and services they need to survive and thrive. By giving people the means to get around, we offer independence, health, and inclusion.
The Ride Connection network comprises a collection of agencies that serve older adults and people with disabilities and low-income individuals, and the general public by offering a variety of transportation options in Clackamas, Multnomah, and Washington counties.
Together, we provide over 500,000 rides and support more than 2,000 individuals with training and access to public transportation each year.