The Driver Engagement Agent is an integral part of what defines the success of our organization. This high-touch customer service position manages the market’s network of drivers to maintain a high level of service to both our customers and driver partners. As a Driver Engagement Agent, you will be responsible for the recruiting, onboarding, development and performance of our Driver community.
This is a full-time non-exempt role that reports to the Manger, Driver Engagement.
Execute all job duties in alignment with Dispatch’s core values, mission, and purpose
Act ethically, with integrity and complies legal standards to deliver an environment that promotes respect, innovation, and creativity
Encourage and foster an inclusive environment. An environment where the strengths and expertise of our workforce are welcomed, amplified and exhibited in the work at Dispatch
Manage the driver sign up process, ensuring all documents have been submitted and screening has been completed. Meet virtually with drivers to train them on mobile app and customer service while driving for Dispatch
Manage and understand the need for drivers in assigned markets, ensure consistent flow of pipeline candidates through multiple advertising streams and report on return on investment
Ensure timely response to communications via Slack, e-mail, phone , and messaging platforms; provide a high level of customer service to our drivers and ensure they are prepared to do the same for our customers
Leverage business intelligence tools to monitor network performance and optimize efficiency, including monitoring and responding to metrics such as: net new drivers, retention rates, and market liquidity
Report weekly to Manager of Driver Engagement on market performance to identify market trends and highlight potential supply or training issues
Promote positive discussion and highlight team issues during weekly departmental meetings
Research, develop and implement new solutions or processes that aid team success
Assist in the onboarding, training and development of all new team members
Perform other duties as assigned (to be less than 10% of your responsibilities)
Must be a positive, self-driven team-member with a desire to learn
Ability to multi-task, prioritize, and handle time effectively
Ability to deliver extraordinary customer relationships
Ability to handle a rapidly changing technology environment
Ability to respond urgently to growing needs
2+ years experience supporting drivers in a high volume customer service role preferred
Experience using a Customer Relationship Management platform to manage communication required
Even if you don’t match 100% of the requirements, we still encourage you to apply so that we may possibly talk and see how you could still contribute to Dispatch in meaningful ways!
Dispatch is a technology-based company that redefines the way same-day deliveries are made in the B2B space. With our network of independent contractor drivers, Dispatch puts suppliers, businesses, and technicians in control of local deliveries with real-time tracking and transparency. We strive to deliver the best value and service to our customers every day.
Dispatch started in the Twin Cities, but is now in dozens of markets across the country. With all of this growth, we maintain a strong focus on our company culture. Dispatch operates on five core values: People First, Belief, Speed to Value, Driven to Deliver, and Transparency. If you connect with these values, we’d love to learn more about you!
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