Job Details
Apprentice Utilities Dispatcher - PT
Location
Field Operations
Work Status
Part Time
THIS POSITION WILL BE OPEN UNTIL FILLED
SALARY: $15.65 - 19.56 Hourly USD
JOB SUMMARY:
Under general direction answers calls from the public concerning incidents demanding attention from the departments of Water Utilities, Public Works (Traffic and Street), Community Services (Code Enforcement), Parks and Recreation, Community Development and Planning Services (Building Inspections), Fire and Police. Contacts appropriate personnel either by radio or telephone to investigate these incidents and maintains records of calls and responses.
ESSENTIAL JOB FUNCTIONS:
1. Performs all communication duties related to the operation of the Field Operations Dispatch Office. This includes the following tasks: providing a customer service /technical expert service via multiple points of contacts for internal and external customers, dispatch/transmit information over radio tele-communication equipment; create and complete a work order to include cataloging and filing; receive and process service request via radio or telephone from internal operations and meter service field crews or customers; receive and process service request via multiple points of contact to include telephone, e-mail or web or in person from external customers; investigate claims and document actions taken utilizing the Enquesta Work Management System; investigate the status of late work orders; file and log all work orders received for completion; collect and report data for departmental quarterly reporting requirements.
2. Provide work management support and process service request for meter services section, to include providing operational expertise in meter operations. Produce leak letters for mailing to customers identified through the meter services investigative process as having private infrastructure deficiencies. Process and mail the correspondence to the applicable customer. Initiate investigative claims and document actions taken utilizing the Enquesta Work Management System for inquiries related to Meter Services related tasks.
3. Ability to use independent judgment and interview techniques to analyze customers' inquiries, complaints, and request from multiple points of contacts to assess in selection process of proper form to use and actions to initiate to reach the desired goal. Ability to research simple and complex requests, issues or complaints; communicate with citizens internal and external sources to acquire and provide accurate information to assist customers; Locate and contact appropriate personnel in other City departments for information or assistance with resolution; Answer questions and provide accurate information to customers regarding billings, payment schedules and other services provided.
4. Process request for internal, external and emergency line locates; schedule appointments for Service Specialist to operate valves or provide information to contractors; coordinate the flow of information concerning field operations actions that affect other organizations to include smoke testing, water hydrant flushing, road closures, confined space entries and structures that are out of service; provide geographical information system (GIS) and map support to field crews & locate direction of flow of sanitary sewers; provide manhole location assistance to field crews; provide "final" inspection coordination for Department of Public Works project inspectors; Resolves major operations concerns for customers. Ensures compliance with city and water department regulations.
OTHER JOB FUNCTIONS
5. Provide after-hours radio and dispatch assistance to other municipal departments including: Public Works, Code Enforcement, Parks & Recreation, Building Inspections, Animal Services and other miscellaneous departments.
6. Coordinates after hours meter services support and field operations with customer service request; provide re-connect service (weekend) and after hours account information for AWU customers; provide assistance to meter service crews concerning meter locations, serial number information and documenting re-connect status of accounts when work has been attempted or completed with incident.
7. Monitor the activities and security of the Water Utilities South Service Center and North Service Center, with the assistance of closed circuit cameras, access control systems, back-up generator systems and various alarm monitoring stations (fire, customer service POS
alarm monitoring stations and intrusion alert systems).
8. Ability to perform other related duties as needed or directed.
MINIMUM REQUIREMENTS
Knowledge, Skills and Abilities Required:
* Knowledge of basic customer service practices and principles.
* Knowledge of proper English, spelling and punctuation.
* Knowledge of radio and telephone procedures and principles.
* Knowledge of the capabilities of various types of operational supply equipment and services, water meters, utility construction equipment and related terminology.
* Knowledge of automated systems including but not limited to as mainframe information systems Municipal Utility Software Package (MUPS) work management systems and account information modules, personal computer applications, geographic information system application, intranet based applications and assorted relational database and spreadsheet software.
* Knowledge of basic water distribution system and sanitary sewer collection system operational concepts and procedures.
* Knowledge of automated systems for billing on accounts and work management.
* Skill in operating and troubleshooting electronic systems and specialized equipment (e.g. access control systems, video surveillance systems, dispatch radio equipment and voice recording systems) and software applications, AMI and IVS
* Skill in the investigation and determination of facts.
* Skill in performing complex mathematical calculations
* Ability to listen and ascertain customer needs and make independent decisions from the information obtained while adhering to City and water utility policies.
* Ability to occasionally work in an outdoor environment.
* Ability to balance multiple tasks, including task prioritization
* Ability to type 35 wpm.
* Ability to provide accurate information and assist customers via multiple points of contact (dispatch line call queue, email, web, fax, and in person).
* Ability to operate mail distribution processing equipment.
* Ability to read map and provide directions.
* Ability to organize and relay detailed information; including billing/payment records and delinquency process.
* Ability to communicate and understand oral and written instructions.
* Ability to appropriately handle stressful situations in a fast-paced environment.
* Ability to perform a variety of physical skills including, but not limited to filing, hearing, seeing, and writing by hand.
* Ability to operate a variety of office equipment including, but not limited to multi-channel radio, PC, keyboard along with various software, telephone, facsimile, copier, shredder, printer, and calculator.
* Ability to establish and maintain effective working relationships with work associates and the public.
Qualifying Education and Experience:
A high school diploma plus one year of dispatching and/or multi-phone system experience. Candidates must obtain a TWUA Level D customer service certification within 6 months of hire.
Pre-employment testing screening:
criminal background and drug and alcohol testing required. Safety Sensitive Non-DOT position requires Drug and Alcohol random testing.