Dispatcher/Router Combo

I. Job Summary

Communicates back and forth with WM Drivers to assist with problem resolution while on route for residential, commercial and roll-off lines of business. Handles incoming service orders, directs drivers, and resolves service issues. Interacts with customers that includes WM customer service, sales, and operational staff (i.e. Route Managers, Mechanics etc.). Uses WM proprietary software to manage same day ticket routing as well as preparing all routes for the next day. Shifts vary with the potential for overtime and Saturday hours depending on each Market area dispatch center needs. Some travel (up to 15%) may be required to work face to face with sites dispatcher is responsible for.

II. Essential Duties and Responsibilities

Must live and work in Canada.

• Dispatches drivers to calls as they are received, using information on customer needs, drivers’ locations and loads, and daily factors to balance cost and customer satisfaction.
• Works with sites and the service department to optimize routes based on needs of the customer.
• Determines the daily level of driver staffing to provide best mix of responsiveness and productivity
• Assigns routes and service tickets to appropriate drivers throughout the day and for the next day; manages and determines route actions and assuring route completion.
• Handles fields incoming calls and e-mails from customer service and sales department; manages requests for all pick-up or delivery on any container movement within the Market area.
• Initiates communication to customers while drivers are on-site/location, resolving pick-up and other issues delaying the service.
• Troubleshoots and resolves potential delivery and pick-up problems before they result in service issues
• Ensures same-day service on missed pick-ups by managing the routing for all routes and tracking Driver movement in the field

III. Qualifications

A. Required Qualifications

• High School Diploma or C.A.E.C
• 6 months of relevant work experience with working in a team setting, with the ability to communicate to several areas effectively
• Multi-tasking in a fast-paced work environment with excellent organizational skills.

B. Preferred Qualifications

• Communication Skills: Active listening, clear verbal communication, and the ability to gather information quickly under pressure.

• Multitasking/Prioritization: Ability to handle multiple tasks simultaneously, such as listening to callers while entering data and monitoring field personnel.

• Soft Skills: Calm demeanor, quick decision-making, critical thinking, and a strong sense of responsibility

IV. Physical Requirements

Listed below are key points regarding physical demands, physical and occupational risks, and the work environment of the job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions of the job.

☒ Office (Remote): This job primarily operates in a professional office environment and routinely requires the use of standard office equipment such as computers, phones, copy machines, etc.

The expected base pay range for this remote position across Canada is $50,000 - $65,000 . This range represents a good faith estimate for this position. The specific salary offered to a successful candidate may be influenced by a variety of factors including the candidate’s relevant experience, education, training, certifications, qualifications, and work location. This position is for an existing vacancy.

V. Benefits
At WM, each eligible employee receives a competitive total compensation package including Medical, Dental, Vision, Life Insurance and Short Term Disability. As well as a Stock Purchase Plan, Company match on RRSP, and more! Our employees also receive Paid Vacation, Holidays, and Personal Days. Please note that benefits may vary by site.

If this sounds like the opportunity that you have been looking for, please click Apply.