• Assists Transportation Providers with transportation-related questions and concerns. • Manages scheduling tasks, including modifying and canceling reservations per provider requests. • Documents and investigates complaints or incidents, ensuring detailed records are maintained. • Responds to provider concerns and refers unresolved grievances for further review. • Ensures accurate entry of trip-related data. • Supports processes related to trip corrections, mileage/cost adjustments, cancellations, and retroactive trips. • Answers the Transportation Provider call line with professionalism and courtesy. • Participates in required meetings and other assigned duties or projects.

• Dispatch towing and roadside assistance calls using Towbook. • Coordinate with drivers to ensure timely service. • Communicate professionally with customers, insurance companies, and law enforcement. • Monitor job status and provide real-time updates. • Coordinate with law enforcement for accident scenes and police-initiated towing. • Prioritize calls and manage multiple dispatch requests efficiently.

• Answer high volume incoming calls and chat requests from our call center. • Identify incoming service requests within ConnectWise Triage board and remove unwanted SPAM. • Perform ticket triage by clarifying and updating fields within tickets to ensure technicians can quickly and accurately gauge the scope of the service requests. • Schedule tickets to the most appropriate resources based on urgency, availability, and technician skill level. • Adhere to internal security policies by seeking approval for access changes in service requests from client’s IT liaison in writing, where appropriate. • Set client expectations regarding the availability of resources for tickets that come into the service board and tickets that require dispatching. • Maintain an awareness of trends in client’s service requests and alert service managers or primary consultants to recurring issues, particularly when problems reported may be indicative of a larger issue. • Assist with low level tickets such as password reset requests and group membership changes. • Make outbound phone calls on positively rated tickets and request they convert to positive reviews on Google. • Forecast workload for support staff, including weekend and after-hour work, to assist with scheduling and escalating work. • Prepare resource schedules for helpdesk coverage, escalation engineers, on-call resources, departmental shadowing, and team meetings. • Update client information (i.e. client engineer assignments, primary liaisons, etc.), as needed. • Periodically review open requests and verify their status, proper client agreements are selected, and a resource is assigned.

• Communicates back and forth with WM Drivers for problem resolution • Handles incoming service orders and directs drivers • Interacts with customers including WM customer service, sales, operational staff • Uses WM proprietary software for routing and preparing routes • Assigns routes and service tickets to appropriate drivers • Ensures same-day service on missed pick-ups • Resolves potential delivery and pick-up problems