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Dispatcher

Metro Bus
Job Description

Call Center & Transit Center Dispatcher

Three (3) Openings

Reports to:            DAR Operations Manager               

Supervises:           None

Salary Range:      $18.43-22.36 

11-step progression

Classification:      Union

 

v  Position 1 = 18.5 hours:

Monday-12:30-5:30 p.m. @ Call Center; Thursday-9:30 a.m.-5:45 p.m. @ Transit Center; Friday-12:30-5:30 p.m. @Call Center

 

v  Position 2 = 19.75 hours:

Sunday-8:15 a.m. – 2:15 p.m. @ Transit Center; Monday-1:20-10:05 p.m. @Transit Center; Tuesday-12:30-5:30 p.m. @ Call Center;

 

v  Position 3 = 17.58 hours:

Wednesday-12:30-5:30 p.m. @Call Center; Friday-12:30-5:30 p.m. @ Call Center; Saturday-12:00-7:05 p.m. @ Transit Center

 

The Dispatcher position is responsible for Fixed Route and Dial-a-Ride customer service, and driver and passenger scheduling. The Dispatcher serves as the primary contact to answer customer requests for information by phone, online or in person.

 

The job requires a high school diploma or equivalent. One (1) year experience in driver or fleet dispatching, customer service or any equivalent combination of education and experience.

 

To apply, submit a Metro Bus job application, cover letter, and resume to recruitment@stcloudmtc.com .  A complete job description is available in HR or online at http://www.ridemetrobus.com/employment. 

These positions will remain open until filled with preference given to those who apply by the posted deadline.

 

Metro Bus is an Equal Employment/Affirmative Action Employer and a Drug-Free Workplace.


Department:              Operations
Reports To:               Operations Manager
Revision Date:          March 2019
 

Primary Objective of Position

The Dispatcher position is responsible for Fixed Route and Dial-a-Ride customer service, and driver and passenger scheduling. The Dispatcher serves as the primary contact to answer customer requests for information by phone, online or in person.
 
Essential Functions of the Position
Essential duties listed below are intended only as illustrations of the various types of work that may be performed. The omission of specific duties does not exclude them if the work is similar, related or logical to the position.
 
  1. Responsible for providing customer service to Metro Bus passengers and staff
    1. 1 Operate two-way radio to communicate with Bus Operators and support staff
    2. 2 Notify Street Supervisors of situations requiring attention
    3. 3 Provide transit service and information to Fixed Route passengers and the general public at the Transit Center
                            1.3.1 Verify and load cash drawer  
                         
1.3.2 Sell fair media and tickets
                  1.4 Provide transit service and information to Dial-a-Ride passengers at the Call Center.  
                            1.4.1 Receive Dial-a-Ride customer calls.
                            1.4.2 Schedule passenger rides within Operator Shifts   
​                            1.4.3 Utilize computerized scheduling shoftware to schedule rides and answer customer inquiries.
 
  1. Receive and document customer comments and complaints
 
  1. Communicates courteously and professionally and maintains respectful working relationships with coworkers and customers in carrying out job functions.
 
  1. Performs all job duties in compliance with safety guidelines and with an ongoing awareness of safety practices.
    1. 1 Knows and follows safety rules and guidelines as well as sound work and safety practices in order to accomplish the job objectives and avoid injury or loss;
    2. 2 Wears proper protective equipment when policy requires or conditions indicate a need exists and utilizes proper body mechanics and ergonomics while performing work;
    3. 3 When potentially unsafe conditions are observed, makes efforts to avoid or correct them if they are controllable and draws them to the attention of the responsible supervisor or safety representative in a timely manner.
  2. Performs other duties and activities as assigned.

Minimum Qualifications

The job requires a high school diploma or equivalent. One (1) year experience in driver or fleet dispatching, customer service or any equivalent combination of education and experience.
 
Knowledge, skills and abilities required include:
  • Ability to deal tactfully and courteously with co‑workers, subordinates, and the general public and to handle all types of situations.
  • Ability to understand and carry out both oral and written instructions and complete written reports.
  • Ability to gain detailed geographic knowledge of the St. Cloud Metropolitan area including the Northstar Highway 10 corridor and downtown Minneapolis. 
  • Proficient in the use of computers;
  • Must be able to read and speak English well enough to read technical documents and effectively communicate with team members. Bilingual a plus;
  • Ability to work flexible work schedules including late evenings, early mornings and weekends;
  • Interpersonal skills sufficient to exchange and or convey information, receive work direction, and maintain effective working relationships with all levels of employees, committees and groups; and to diffuse situations/conversations that have escalated beyond normal limits.
 

Desirable Qualifications

  • Technical or Community College, business college or two (2) years from a college or university preferred.
 

Physical Demands and Working Environment

  1. This position is predominately in a an office environment requiring long periods of sitting.
  2. Utilizes personal computer, phone and two-way radio along with other office equipment on a regular basis;
  3. Will require minimal travel outside of Metro Bus facilities. Will primarily utilize a Metro Bus vehicle for travel.
 
This position description does not constitute an employment agreement between the employer and the employee and is subject to change by the employer as the needs of the organization and requirements of the job change.
 
Metro Bus is an Equal Opportunity Employer in compliance with the Americans with Disabilities Act. It will provide reasonable accommodations to qualified individuals with disabilities and encourages both prospective and current employees to discuss potential accommodations with the employer.

 
 
 
Employment Type/Status
 
 Exempt                                      Nonexempt
 Full-time                                     Part-time
 Regular                                      Temporary
 Non-Union                                  Teamsters Local 638           AFSCME
 
Benefit Eligibility                                
 Health & Welfare Benefit             Vacation/Sick Leave             None
 
License Required
 CDL                                            Class D
     
Pay Grade: Teamsters Local 638: Schedule A - Dispatch
_______________________________________________________________________________________
 
Supervises:  None
 
Work Location
  Operations Center                       Transit Center                      Mobility Training Center
 
Work Schedule     
  Mo           Tu         We         Th          Fr      Sa        Su
  Evenings                                    Days                                    Weekends
 
Physical Requirements
  Balancing                                   Far Vision                             Pushing     
  Carrying                                      Feeling                                 Reaching   
  Climbing                                     Keyboarding                         Sitting       
  Close Vision                               Handling                               Smelling    
  Color Vision                                Hearing                                 Stooping   
  Crawling                                     Kneeling                               Talking      
  Crouching                                   Lifting #50                             Walking     
 Depth Perception                         Pulling                                  Standing
 
Working Conditions
  Atmospheric Conditions              Maintenance Shop              Vehicle
  Extreme Cold                             Noise                                  Vibration     
  Extreme Heat                              Office                                 No Substantial Exposure
  Hazards                                      Outdoors                                  to Adverse Environmental                                                                                                                 Conditions
 
 
Contact Information