Job Description
Lead Bilingual Dispatcher/CSR (Spanish)
Location: Ft Myers, Florida 33966
Duration: 3+ Months, Contract
Shift Details: 8 Hour Shift, Tuesday - Saturday, 11:00 AM - 7:00 PM (Subject to open Mondays during peak season)
Pay Rate: $19.00/hr
Schedule & Shift Details
- Must be available Friday and Saturday — this is a 5-day operation (Tues–Sat) with Sunday off guaranteed
- Flexibility to work either:
- First Shift : 6:00 AM – 2:30 PM
- Second Shift : 11:00 PM – 7:30 PM
*Candidate may rotate shifts based on operational need.
This is a dispatch-heavy role in a fast-paced delivery warehouse — not your typical customer service job. The Lead CSR acts as the central point of communication between our in-home driver teams, their contractor leadership, and company operations. This role is all about real-time problem solving, clear communication, and accountability. We are looking for someone mature and experienced , ideally with a hands-on background (such as handyman work, appliance installation, or furniture assembly), who can speak confidently to driver teams and customers alike. The ability to lead with a firm but respectful tone is key, especially when addressing a primarily male driver workforce.
Key Responsibilities
Dispatch & Route Oversight
- Monitor 10-25 daily routes and stay in direct phone contact with driver teams during deliveries
- Keep teams on schedule, confirm delivery updates, reroute as needed, and document issues
- Address driver performance concerns and escalate to contractor leadership if teams are unresponsive or non-compliant
- Maintain real-time awareness of route exceptions, delays, and customer escalations
Customer Escalation Support
- Communicate with customers during in-home deliveries when drivers need assistance explaining services
- De-escalate complaints and clarify expectations
- Act as a liaison between the customer and driver teams to preserve the experience and protect the brand
Warehouse Check-In Support (Primarily 2nd Shift)
- Direct driver teams returning from their routes on trash segregation and haul-away drop zones
- Ensure drivers complete the client check-in process before leaving
- Identify and report any non-compliance or missing assets
Team Leadership & Communication
- Serve as lead over CSR support staff during shift; provide direction and escalation support
- Capture daily service disruptions, late departures, and unscanned badges
- Share key issues and recommendations with the Ops Manager for follow-up
Requirements
- Fluent in Spanish and English — must be able to speak, listen, and translate clearly in both languages
- 2+ years in dispatch, field operations, or logistics (appliance/furniture preferred)
- Strong phone presence — assertive, calm under pressure, and capable of influencing others
- Comfort working in a warehouse environment with live driver communication
- Reliable and professional demeanor — this is a customer-facing position, even if you're behind the scenes
Preferred Experience
- Prior work in appliance installation, furniture assembly, or handyman/trade roles
- Previous leadership experience in a dispatch, warehouse, or delivery setting
- Familiarity with Descartes Route Planner, CLX, or other TMS systems
Category Code: JN003
Job Tags
Contract work, For contractors, Shift work, Rotating shift, Sunday, Day shift, Saturday, Afternoon shift,