• Communicates back and forth with Waste Management Drivers to assist with problem resolution while on route. • Handles incoming service orders, directs drivers, and resolves service issues. • Uses Waste Management proprietary software to manage same day ticket routing. • Ensures same-day service on missed pick-ups by managing the routing for all routes.

• In charge of mission control for mobile drivers as a Remote Dispatcher • Making timetables and fixing issues as they arise • Ensuring smooth operations and keeping everything on schedule • Primary point of contact for drivers and clients • Maintain accurate records, communications, and logs • Utilize communication channels, GPS technology, and dispatch software to inform internal teams and clients

• Receive scheduled trip requests via Zoho Desk and MOVI. • Review trip details for accuracy, including pickup/drop-off times, locations, level of service, and special accommodations. • Verify eligibility, authorization, and trip readiness prior to dispatch. • Assign trips to drivers based on availability, vehicle type, location, and service level. • Communicate trip details clearly to drivers, including changes, special instructions, or urgent requests. • Monitor driver status throughout the day to ensure adherence to schedules. • Track active trips and monitor on-time performance. • Address delays, no-shows, cancellations, and breakdowns in real time. • Provide drivers with routing guidance and support as needed. • Serve as a point of contact for doctor offices, facilities, staff and family members regarding transportation status. • Provide ETA updates and resolve service concerns promptly and professionally. • Coordinate with facilities for wait times, return trips, and same-day changes. • Enter and update trip statuses in dispatch and transportation management systems. • Accurately document incidents, delays, cancellations, and service issues. • Ensure all required trip notes and compliance documentation are completed. • Proactively identify and resolve scheduling conflicts, missed trips, or coverage gaps. • Escalate issues appropriately and collaborate with schedulers and management to ensure continuity of service. • Support after-hours or urgent trip needs when required.

• Serve as the primary point of contact for customers in need of assistance • Responsible for coordinating prompt and efficient service responses