Dispatcher/Customer Service - Kevin Smith Transportation Group
Norristown, PA 19403
About the Job
With the most diverse fleet in the region, Kevin Smith Transportation Group (KSTG) is committed to providing their customers with the highest level of customer service. KSTG is the highest-rated limousine company in the Philadelphia area and is known for the great care we take with clients and employees alike.
Job DescriptionAt KSTG, our Dispatchers play a key role in our daily operations and must have a flexible schedule. Duties include monitoring driver check-ins, GPS fleet tracking, airline flight monitoring, scheduling driver assignments, fulfilling last minute trips, and auditing reservations for errors. Dispatchers will also monitor drivers for their daily and weekly "hours-of- service" limits, keeping compliant with DOT regulations. Additionally, Dispatchers must form and cultivate a strong rapport with KSTG’s team of chauffeurs. The ability to multi-task and perform using phone, email and mobile devices is required.
Reservationists are the front line of our business and along with our chauffeurs offer a level of service that sets KSTG apart. Reservation team members are detail-oriented, sales-minded, and multi-tasking superstars. The Dispatcher will assist with incoming phone calls to ensure our clients receive the highest level of customer service.
Duties:
Dispatcher
- Schedule and dispatch drivers and vehicles to appropriate locations according to customer requests, specifications, or needs.
- Relay work orders, messages, and information to or from drivers.
- Foster and maintain a strong rapport with chauffeurs.
- Monitor personnel and vehicle locations and coordinates service and schedules.
- Determines types or amounts of vehicles and personnel required according to work orders or specifications.
- Process reports.
- Schedule wakeup calls.
- Coordinate with reservations department to confirm vehicle and/or driver availability.
- Confer with team members to solve problems that arise.
- Fill in as a chauffeur for callouts or emergency situations.
Reservationist
- Confirm transportation details with related parties.
- Prepare customer invoices and accept payments.
- Respond to customer inquiries regarding schedules, services, procedures, and policies.
- Provide quotes and availability information to clients.
- Confer with customers to determine their service requirements and preferences through active listening and attention to detail.
- Assemble and issue required documentation such as itineraries.
Perform other work-related duties as assigned.
Qualifications- High School diploma or equivalent.
- 1+ year of dispatching or comparable experience with schedule building
- 1+ year of customer service experience.
- Good understanding of basic operational practices and techniques.
- Good technical skills required, including working knowledge of basic Microsoft platforms including Excel, Outlook, Word, and Teams.
- Sales-minded/business-focused.
- Ability to work independently and in a team environment.
- Excellent customer service and communication skills.
- Excellent critical thinking and problem-solving skills.
- Excellent organizational and detailed oriented skills, along with the ability to multitask.
- Excellent time management and negotiation skills.
- Excellent active listener; giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate and not interrupting at inappropriate times.
- Valid driver’s license and ability to safely operate a variety of company vehicles.
Physical Demands:
- Ability to sit for extended periods of time.
- Ability to use general office equipment – computers, phone systems, printer/copier.
- Must be able to move about the office to perform duties, reach overhead, bend, push, pull and lift up to 50 lbs.
Additional Information
Benefits:
- Health Insurance(medical, dental, and vision) for employees working over 30 hours/week (monthly average) after 90 days.
- Paid Time Off after 90 days.
- 401k benefits after one year with KSTG.
EEO Statement:
KSTG is an equal opportunity employer. All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, gender identity, gender expression, sexual orientation, marital status, national origin or ancestry, physical or mental disability, genetic information, veteran status, uniformed service member status, or any other consideration protected by federal, state, and local law.