Dispatcher and Customer Service Representative

Dispatcher and Customer Service Representative ODS Transportation | Northeast Ohio ODS Transportation is seeking an organized, dependable Dispatcher and Customer Service Representative to coordinate daily transportation services and provide professional support to drivers, schools, families, and clients. This position requires clear communication, accurate recordkeeping, and the ability to respond calmly to changing schedules and urgent situations. Key Responsibilities Dispatch drivers and vehicles for scheduled routes, field trips, and other transportation assignments. Monitor route progress, on-time performance, and vehicle locations using GPS and dispatch systems. Confirm driver attendance and promptly notify leadership of absences or coverage gaps. Coordinate backup drivers and vehicles with transportation supervisors. Communicate route assignments, schedule changes, delays, and pickup instructions to drivers. Answer phone calls and emails professionally and provide timely, accurate service updates. Assist schools, parents, guardians, and clients with transportation questions and concerns. Document missed pickups, late arrivals, service complaints, and incidents; escalate concerns as needed. Maintain accurate student attendance, dispatch logs, route records, and service documentation. Coordinate with the Routing Specialist to ensure drivers receive current route information. Report vehicle issues and coordinate with operations and maintenance to minimize service interruptions. Assist with trip requests, scheduling, and confirmations. Provide complete service records to support billing and resolve discrepancies. Protect confidential student, employee, and client information. Follow emergency communication procedures and promptly notify the appropriate supervisor. Qualifications Previous dispatch or customer service experience required. School transportation experience strongly preferred. Strong telephone etiquette, listening skills, and professional written communication. Ability to multitask, prioritize urgent needs, and remain calm under pressure. Excellent attention to detail and consistent follow-through. Comfortable using email, spreadsheets, scheduling systems, and digital records. Experience with Transfinder, Samsara, or similar transportation systems preferred. Dependable attendance and the ability to work effectively with drivers and office staff. Schedule Availability during morning and afternoon transportation operations is required. Specific hours will be discussed during the interview. Compensation Competitive compensation based on experience and qualifications. How to Apply Submit your résumé and a brief summary of your dispatch and customer service experience. Please highlight any experience in school transportation and the dispatch, routing, or GPS systems you have used. ODS Transportation is an equal opportunity employer. Pay: $21.54 - $26.76 per hour Expected hours: 20.0 – 40.0 per week Benefits: Referral program Relocation assistance Work Location: In person

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