NEMT Dispatch & Customer Service Specialist

Company Description

JewelRide provides compassionate and reliable transportation services throughout St. Louis, surrounding Missouri counties, and Southern Illinois. Offering Non-Emergency Medical Transportation (NEMT) and specialized services, we ensure safe, comfortable rides for appointments, therapy, dialysis, senior and youth transportation, Veterans services, and more. Our drivers are certified in First Aid and CPR as well as trained in defensive driving, ensuring the highest levels of safety and professionalism. Equipped with GPS and video monitoring, our vehicles prioritize security and accountability. At JewelRide, we are a trusted partner in delivering seamless and personalized transportation solutions to the community.

Role Description

JewelRide is seeking a full-time, on-site NEMT Dispatch & Customer Service Specialist based in Edwardsville, IL. In this role, you will be the heartbeat of our daily logistics, managing dispatch operations, ensuring timely fleet deployment, and addressing customer inquiries.

The ideal candidate will seamlessly collaborate with drivers to coordinate logistics, monitor fleet movements, and handle service-related issues promptly. A high level of professionalism is required at all times when interacting with our valued customers, partners, and internal staff.

Key Responsibilities

• Dispatch & Logistics: Manage daily dispatch operations and coordinate real-time logistics with drivers to ensure timely and efficient fleet deployment.
• Customer & Staff Relations: Maintain a high standard of professionalism and courtesy when interacting with customers, drivers, and fellow office staff.
• Fleet Monitoring: Utilize GPS and fleet management tools to monitor vehicle movements and ensure safety and accountability.
• Operational Support: Provide technical support to drivers, troubleshoot scheduling issues, and analyze daily operations to suggest process improvements.
• Schedule Flexibility: Work primarily in the office, with the willingness to occasionally cover alternative shifts to ensure full office coverage.

Qualifications

• Software Proficiency: Familiarity with Google Sheets is required. General proficiency with Google Workspace tools (Gmail, Google Calendar, Docs) is a strong plus.
• Certifications:First Aid and CPR certification is a major plus. If not currently certified, you must be willing and able to obtain these certifications upon hire (JewelRide will assist with training/certification).
• Requirements: Must possess a valid driver's license with a clean driving record to assist with float transportation duties.
• Customer Support & Interpersonal Skills: Proven commitment to customer satisfaction with the ability to build rapport and handle stressful situations calmly and professionally.
• Technical Aptitude: Experience or comfort with technical support, specifically GPS tracking, fleet management software, or common office tools.
• Problem-Solving: Strong analytical skills for operational planning, multitasking, and resolving scheduling conflicts in a dynamic environment.
• Industry Experience: Familiarity with transportation logistics, NEMT, or dispatch operations is preferred but not required.
• Education: High school diploma or equivalent required; additional certifications in logistics or relevant fields are a plus.

Pre-Employment Requirements

• Must be able to successfully pass a comprehensive criminal background check.
• Must be able to pass a pre-employment drug screening.Equal Opportunity Employer

JewelRide is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment decisions are based on business needs, job requirements, and individual qualifications, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, or disability status.