Senior, Dispatcher/Router

About the Role

The Dispatcher serves as the primary liaison between WM drivers, customers, and internal teams, using WM’s proprietary software to enter tickets and track activity. The role involves handling incoming service orders, directing drivers, and resolving service issues while maintaining communication with route managers, mechanics, and sales staff. Shifts vary and may include overtime and Saturday hours based on site needs. • Communicate with WM drivers to resolve route issues and assist with problem resolution. • Handle incoming service orders, direct drivers, and resolve service issues using WM proprietary software. • Dispatch drivers based on customer needs, driver location, loads, and cost‑speed balance. • Field incoming calls and emails from customers, service, and sales; manage same‑day pick‑up or container delivery requests. • Initiate outbound calls to customers while drivers are on site to resolve pick‑up issues. • Troubleshoot and resolve potential delivery and pick‑up problems before they become service issues. • Record and document driver information and distribute it to appropriate departments. • Coordinate with maintenance shop personnel and act as emergency contact for down wires and other issues. • Serve as point person for manager, coordinate projects, delegate work, and act as escalation point for other dispatchers. • Train new dispatchers and may cover all lines of business (Commercial, Residential, Roll‑Off) across multiple sites.

Key Responsibilities

• ▸dispatching
• ▸order management
• ▸ticket entry
• ▸issue resolution
• ▸driver coordination
• ▸team training

What You Bring

The position operates mainly in a professional office setting, requiring standard office equipment such as computers, phones, and copy machines. Candidates must reside and work in Canada, and the role may involve remote work with flexible scheduling. WM is an equal opportunity employer committed to diversity and inclusion, providing accommodations for candidates with disabilities throughout the selection process. Employees may need to obtain a REAL ID or TSA‑approved alternative for travel or access to federal property. The company emphasizes a people‑first culture focused on growth, stability, and sustainability. • High School Diploma or GED (accredited). • Minimum 2 years dispatching experience. • Preferred: training in transportation/logistics and call‑center customer service experience.

Requirements

• ▸high school
• ▸dispatch experience
• ▸logistics training
• ▸call center
• ▸remote work
• ▸canada

Benefits

WM provides a competitive total compensation package that includes medical, dental, vision, life insurance, short‑term disability, a stock purchase plan, company‑matched RRSP contributions, and paid vacation, holidays, and personal days. Benefits may vary by site. • Base pay $50,000‑$65,000; remote position; must reside in Canada. • Medical, Dental, Vision, Life Insurance and Short‑Term Disability coverage. • Stock Purchase Plan and company‑matched RRSP contributions. • Paid vacation, holidays, and personal days.

Work Environment

Field