Transportation Network Representative id-10982
About the position
Big Star Transit, LLC is seeking a dedicated and proactive Transportation Network Representative to join our team in Dallas, TX. This full-time position plays a crucial role in facilitating effective communication and collaboration between Big Star, transportation providers, and vendor facilities. The Transportation Network Representative will engage in various activities, including outreach, real-time trip observations, and field investigations, which encompass vehicle inspections, compliance risk assessments, and ensuring adherence to contracts. This role is essential in maintaining the quality of service provided to our clients and ensuring that all operational standards are met. As a Transportation Network Representative, you will act as a liaison to the Transportation Network Operators, serving as the first point of contact for any questions or issues that may arise. You will be responsible for making and receiving communications with command centers to report and resolve issues that could impact service delivery. Additionally, you will coordinate backup capacity and additional resources as needed, monitor computerized dispatch systems, and ensure that services are delivered on time and to the highest quality standards. Your responsibilities will also include monitoring the contractual performance of Transportation Network Operators, focusing on safety, on-time performance, and customer service. You will be tasked with raising any significant concerns to the Quality Manager and providing daily reports to management to recap service performance. The role requires a strong emphasis on influencing positive morale among vehicle operators and delivering empathetic customer service through various communication channels. The ability to work independently in both traditional office settings and from home is essential, as is the capacity to perform other duties as assigned.
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Responsibilities
- Act as a liaison to the Transportation Network Operators, answering questions and addressing issues in real-time.
- Make and receive communications with various command centers to report and resolve issues impacting service performance.
- Coordinate and assign backup capacity and additional non-dedicated capacity as needed due to operator availability, breakdowns, incidents, or accidents.
- Monitor computerized dispatch systems and telephones to ensure quality on-time performance of scheduled services.
- Deliver a compelling virtual and telephonic presence to support daily service operations.
- Monitor contractual performance of Transportation Network Operators, including safety and customer service, and report high-level concerns to the Quality Manager.
- Report any contractual performance violations, including safety and on-time service issues.
- Provide daily reports to Managers summarizing live day service performance.
- Influence positive vehicle operator morale and deliver empathetic customer service through various communication mediums.
- Perform other duties as assigned.
Requirements
- Two plus years in a high-volume dispatch or customer service environment where problem resolution was required.
- Proficient cross-cultural written and verbal communication skills.
- Ability to read and comprehend instructions, correspondence, and standard operating procedures.
- Advanced proficiency in Microsoft Suite, specifically MS Excel.
Nice-to-haves
- Experience with Microsoft Teams.
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- Life insurance
- Paid time off
