BAC Transportation operates
24 hours per day, 7 days per week, 365 days per year
. Dispatch Support Agent schedules may include mornings, afternoons, evenings, overnight shifts, weekends, holidays, special events, and periods of increased operational demand.
The position is primarily performed in an office and dispatch environment and may require extended periods of sitting, computer use, telephone communication, and use of hands and arms.
Employees assigned to BAC Transportation’s Hartzell facilities may also occasionally work in or around vehicle staging, parking, dispatch, detail, or other operational areas.
BAC Transportation vehicles and facilities are tobacco- and smoke-free environments.
Due to the nature of transportation operations, Dispatch Support Agents must remain flexible and understand that responsibilities, schedules, priorities, and assigned duties may change based on customer demand, weather, operational requirements, special events, emergencies, or other business needs.
The Dispatch Support Agent serves as an important bridge between the Sales Department and Dispatch, helping ensure reservation information, operational updates, customer requests, and internal communications are processed accurately and efficiently.
This position works closely with the Dispatcher on shift and other members of the Operations and Sales teams to support BAC Transportation’s daily transportation operation. Dispatch Support Agents are responsible for updating trips and reservations, processing Zendesk tickets, monitoring communications, assisting with operational tasks, and helping resolve issues before they impact customers or drivers.
The Dispatch Support Agent is expected to maintain a high level of accuracy, professionalism, urgency, and communication while demonstrating commitment to BAC Transportation’s guiding principles and core values of
Responsibility, Accountability, Integrity, Service, Engagement, Understanding, and Perseverance.
To be considered for employment, you must possess the minimum qualifications for a Dispatch Support Agent, including but not limited to:
Minimum high school diploma or equivalent.
Must be 18 years of age or older.
Possess a sincere desire to deliver first-rate customer service.
Must be able to work within a 24/7/365 transportation operation, including weekends, evenings, holidays, and other shifts as operational needs require.
Well-organized, detail-oriented, and able to manage multiple responsibilities simultaneously.
Must have excellent verbal and written English communication skills.
Must possess basic desktop computer skills and be comfortable learning and working within multiple software platforms.
Must be able to communicate professionally with drivers, dispatchers, managers, customers, and other team members.
This position may require long periods of sitting and frequent use of hands and arms while operating computers, phones, and other office equipment.
Must be able to work independently while also functioning effectively as part of a team.
Valid drivers license preferred.
Average daily duties will include, but are not limited to:
Maintain regular communication with the Dispatcher on shift and provide assistance with operational tasks as requested.
Support Dispatch with the coordination of daily transportation operations and help identify issues requiring follow-up.
Monitor current and upcoming trips for changes, missing information, special instructions, or other items requiring attention.
Update trips and reservations in Limo Anywher
e
as information changes or additional details become available.
Ensure reservation and trip information is entered accurately and communicated to the appropriate departments.
Assist with changes originating from Sales, customers, drivers, Dispatch, or other departments.
Help ensure important operational information is communicated between Sales and Dispatch in a timely and accurate manner.
Assist Dispatch with contacting drivers, confirming information, documenting updates, and completing other administrative or operational tasks as needed.
Monitor communication boards, operational systems, and assigned queues and prioritize tasks based on urgency.
Record and document information as required by company policies and Standard Operating Procedures.
Perform duties outlined on applicable daily checklists.
Respond proactively to potential operational or customer service issues and escalate concerns to the Dispatcher, Dispatch Manager, Operations Supervisor, or other appropriate leader.
Support safe, efficient, and professional transportation operations throughout the shift.
Assist with handing out keys, badges and iPads to drivers as they arrive for their shift
Monitor and process assigned
Zendesk
tickets as they are received.
Review incoming requests carefully and ensure tickets are responded to, routed, documented, or escalated appropriately.
Monitor company email inboxes and other communication channels assigned to Dispatch Support.
Maintain professional, timely, and accurate written communication with customers, employees, and internal departments.
Ensure important requests and changes are communicated to the Dispatcher on shift when they may impact current or upcoming operations.
Follow through on open requests and ensure information is not lost between departments or shifts.
Assist with maintaining clear communication between Dispatch, Sales, Reservations, drivers, and other operational departments.
Assist with reservation updates, confirmations, trip modifications, and other reservation-related tasks as assigned.
Maintain strong customer relationships by handling questions, requests, and concerns with professionalism, accuracy, and urgency.
Provide accurate information regarding BAC Transportation services and reservations.
Work in concert with Sales Agents to ensure all incoming phone calls are promptly answered. Employ exceptional phone etiquette with an emphasis on polite, professional, friendly, and welcoming customer interactions.
Proactively identify and assist in resolving customer problems and operational concerns.
Document customer service incidents, changes, and other important information in the appropriate company systems.
Assist with payment processing, reservation documentation, or other customer-service functions when assigned and properly trained.
Maintain confidentiality regarding customers, passengers, company operations, and proprietary business information.
Dispatch Support Agents will receive onboarding training and are expected to become proficient in the technology platforms necessary to perform their assigned responsibilities. Programs used may include, but are not limited to:
Limo Anywhere
Zendesk
RingCentral
Peek Pro
Viator
Pegasus Board
UKG / Paid
Google Workspace, including Gmail, Docs, Sheets, Drive, and related applications
API Portal
Microsoft Teams
Jotform
BAC Intranet
Additional software, applications, portals, and technology implemented by BAC Transportation
Employees are expected to learn new systems and processes as technology and operational requirements change.
Dispatch Support Agents assigned to or working from BAC Transportation’s Hartzell offices may occasionally be asked to assist with basic vehicle-related operational tasks depending on weather, staffing, or operational circumstances.
These duties may include:
Starting vehicles so they can warm up before being assigned to drivers.
Pre-starting vehicles in preparation for upcoming trips.
Moving or pulling vehicles into the detail bay when authorized and qualified to do so.
Assisting Operations, Dispatch, Detail, or other departments with basic vehicle readiness needs.
Reporting visible vehicle concerns or readiness issues to the appropriate supervisor.
Following all company safety policies and instructions when working around company vehicles or operating areas.
Employees should only move or operate vehicles when properly authorized and licensed to do so.
Maintain a safe, hazard-free, positive, clean, and organized work environment by promoting and practicing safe work habits.
Assist all employees in keeping Dispatch areas, offices, shared workspaces, and other BAC facilities clean and tidy.
Maintain professional and positive communication with all team members.
Support coworkers and other departments when operational needs require additional assistance.
Promote teamwork, accountability, professionalism, and follow-through.
Follow all company policies, Standard Operating Procedures, safety requirements, and Employee Handbook expectations.
Demonstrate flexibility as operational priorities and transportation needs change throughout the shift.
Contribute to continuous improvement by identifying recurring communication, reservation, or operational issues and bringing them to leadership’s attention.
Perform additional duties as assigned by the
Dispatch Manager
.
Perform additional duties as assigned by other Department Managers, the Sales/Training Lead, or Operations Supervisors.
Assist other departments when requested and when operational circumstances require cross-department support.
Fulfill other reasonable responsibilities necessary to support BAC Transportation’s customers, employees, and daily operations.
Duties and responsibilities may be modified or expanded at any time based on business and operational needs.
