CSR - Remote Dispatcher

Job Duties and Responsibilities

CORE RESPONSIBILITIES

Operations Communication

• Serve as the primary point of contact for operations staff regarding Thruway bus service
• Field inbound calls and messages from concerning schedule changes, train delays, passenger connections, and service disruptions
• Provide Amtrak with real-time ETAs, bus locations, and status updates as requested
• Communicate service issues (breakdowns, delays, driver problems) to promptly and professionally
• Relay instructions and schedule adjustments to drivers in the field

Live Fleet Monitoring (Samsara)

• Monitor all active Thruway buses in real time using the Samsara fleet tracking platform
• Track bus positions against the published route schedule to identify potential delays or deviations
• Proactively flag buses running behind schedule and coordinate corrective action
• Monitor Samsara alerts for speeding, harsh driving events, and other safety notifications

Driver Communication & Support

• Read and interpret the  Thruway bus route schedule to understand daily service requirements
• Make outbound calls to drivers to relay trip assignments, schedule updates, and  directives
• Serve as the first point of contact for drivers experiencing issues on the road (mechanical problems, passenger incidents, route questions, weather/road conditions)
• Confirm driver check-ins, departure times, and arrival times throughout each shift
• Communicate clearly and calmly with drivers during high-pressure or emergency situations

Issue Triage & Escalation

• Assess and prioritize operational issues in real time, determining severity and appropriate response
• Coordinate with the maintenance team / mechanics when a bus experiences mechanical problems – relay symptoms, location, and urgency
• Arrange backup vehicle or driver coverage when breakdowns, no-shows, or emergencies occur
• Escalate critical situations (accidents, safety incidents, major service failures) to management immediately with a clear summary of the situation
• Document all incidents, triage decisions, and resolutions in the dispatch log

Record-Keeping & Reporting

• Maintain accurate daily dispatch logs including trip times, driver status, incidents, and Amtrak communications
• Document all mechanical issues reported and actions taken, including mechanic dispatch details
• Prepare shift-end summary reports for management review
• Track and flag driver hours-of-service to support FMCSA compliance

QUALIFICATIONS & REQUIREMENTS

Required

• Excellent English communication skills (written and verbal) – must be able to handle live phone calls with Amtrak staff, drivers, and mechanics clearly and professionally
• Experience in dispatching, call center operations, logistics coordination, or transportation operations preferred
• Strong ability to read and interpret route schedules and timetables
• Calm, decisive problem-solver who can triage multiple issues simultaneously under time pressure
• Comfortable making frequent outbound phone calls and managing high call volumes
• Proficiency with GPS/fleet tracking platforms (Samsara experience a plus)
• Reliable high-speed internet connection, quiet home office environment, and quality headset for phone calls
• Available to work 8:00 AM to 11:00 PM Philippines Time (PHT), with shift schedule to be determined

Preferred

• Experience in the U.S. motorcoach, charter bus, or passenger transportation industry
• Familiarity with public transit contract services
• Knowledge of FMCSA regulations and hours-of-service rules
• Prior experience working remotely for a U.S.-based company
• Background in customer service, operations centers, or client-facing communication roles