DISPATCHER General Description: Dispatcher manages the routing of drivers around the Charlotte area, to and from restaurants, to and from delivery locations. Communicates with drivers via two-way cell phone (provided for each driver). Will assist drivers to find the best routings in our delivery areas. Responsible for performing check-out and check-in of drivers and the equipment they have in their custody while on duty. Will be called upon to assist CSR during periods of high call volumes. Answer incoming phone calls for food orders from customers. Uses personal computer and company web site to enter and track food orders. Confirms orders with customers. Faxes order to restaurants. Coordinates and confirms food orders with restaurant personnel. Will use personal computers to access map data services to provide directions to drivers. Confirms restaurant pickups with drivers. Confirms delivery to customer locations. Communicates frequently with restaurants to maintain efficient delivery schedules and prevent delays.  Handles customer issues and complaints with tact and courtesy. Reconciles all driver deliveries and payments received for each driver at the end of each shift. Participates in the training of other employees and contractors.

Skills Required: Dispatcher must be familiar with the Charlotte Metro area and be able to provide directions to a range of locations.  Must have excellent interpersonal and verbal communication skills to work with customers and restaurant personnel. They must be enthusiastic about their responsibilities. Must be able to react quickly to problem situations. Independent thinking and problem solving skills are a must.  They must exhibit proficiency using personal computer software applications, personal computers, keyboards, mouse, printers, multi-line phone systems, and fax equipment. Must have excellent keyboarding and multi-tasking skills on a personal computer.  May handle several phone calls concurrently while communicating with drivers, restaurants, CSR's and customers.  Must be able to handle stressful situations with a sense of urgency and with diplomacy. Must be familiar with accessing and navigating web sites.  Will operate in a team environment and be called on to support other team members from time to time. Must be able to handle simple math calculations while engaged with customers and to reconcile driver's payments at the end of a shift.

Work experience requirements: ·         Two or more years experience with personal computers accessing and navigating web sites. ·         Two or more years experience as a dispatcher or delivery person in the Charlotte area. ·         Recent experience working in a call center environment using multi-line phone systems and PC's would be helpful. ·         Customer service experience is required. ·         Tele-marketing experience would be helpful. ·         Restaurant experience would be helpful.