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The dispatcher plays a critical role within the company. Dispatchers are responsible for pre-assigning chauffeurs’ reservations, confirming scheduled vs. actual start times, communicating correspondence and special instructions to both chauffeurs and clients, recording any vehicle or service issues, and ensuring chauffeurs feel they have a point of contact for comments, questions, or concerns.

Responsibilities:

• Monitor Chauffeur schedules/routes to ensure on-time pickups and arrivals
• Ensure the job criteria is reviewed to execute the highest levels of customer service
• Coordinate with other dispatchers to assign and reassign rides
• Respond quickly and effectively to passenger and chauffeur calls for on demand service
• Be courteous and respect customer confidentiality – non-disclosure a requirement
• Provide superior customer service in keeping with our clientele’s expectations
• Maintain a professional demeanor in all communications
• This posting requires a four-day, 40 hour schedule over the weekend (Fri/Sat/Sun/Mon)

Requirements:

• Prior dispatching, CSM or customer facing work required
• Strong customer service skills – superior written and verbal communication skills a must
• Must be flexible with schedule (weekends, days, or evenings may be required)
• Must possess the ability to work in a fast paced environment with several external influences
•  Have the ability to pass a pre-employment drug test and background check
• Self-motivated
• Advanced knowledge of Microsoft Office is required
• Ad hoc duties as needed.

The reservation agent aka res agent is the initial point of contact for customers booking reservations, requesting price quotes, and providing feedback, all via a customized phone and web-based system. Additionally, the Res Agent is responsible for cross-selling.

Requirements:

• Customer service experience required
• Advanced knowledge of Microsoft Office

This position will provide support to the National Dispatch Center by acting as a liaison between dispatchers, chauffeurs and clients.

Major Responsibilities:

• Monitor airline flight arrivals and update computer system when applicable
• Book/Monitor airline flight arrivals and update computer system when applicable
• Bill out HOTEL reservations and send our receipts in a timely manner
• Answer inquiries from Call Center Representatives
• Handle calls with customers to ensure that chauffeurs and passengers are able to locate each other at pick-up points
•  Locate car/driver and communicate directly with driver
• Preview upcoming reservations to ensure accuracy and modify reservations where errors are detected
• Make “chauffeur will be late” calls to customers
• Make “no contact” calls to customers
• Handle inquiries for “ASAP” rides
• Assist chauffeurs/drivers with routes and/or directions when necessary
• Identifies potential service issues and work with chauffeurs/drivers to understand and minimize impact. Proactively notifies clients of any issues which will affect service and record reservation information for those clients
•  Track customer issues using incident tracking database and resolve when possible. Do VIP confirmations an hour prior with our business partners to ensure they have the up to date information
• Other duties as assigned

Skills/Knowledge:

• Working knowledge of Microsoft Office applications and ability to learn BCC systems
•  Must be able to work in a high-pressure environment
• Must be able to handle multiple tasks simultaneously
• Must have excellent verbal, written and interpersonal skills
• Must be able to work independently in a fast-paced environment with several external influences
• Dispatch experience a plus