Utilities Service Dispatcher

Job Details

Salary: $40,578.72 - $51,991.68 Annually

Location : High Point, NC 27260

Job Type: Full-Time

Job Number: 6862

Department: Dispatch

Opening Date: 01/10/2024

Closing Date: Continuous

Job Description

Performs difficult clerical work involving customer service requests, trouble calls and complaints, critical equipment monitoring, dispatching service crews and the maintenance of related information; does related work as required. Work is performed under minimal supervision.
Essential Tasks

• Receives customer inquiries, service requests for all city services, trouble calls and complaints concerning electric services, water and sewer services, and street maintenance services and other related services.
• Dispatches service personnel in response to trouble calls for services mentioned above.
• Completes after hour service orders for operating departments and connects and disconnections for water, sewer, and electric services.
• Works closely with Inspection Services to coordinate the connection and disconnection of utility services.
• Monitors Environmental Services radio to update customer accounts regarding Environmental Services daily activities.
• Sets up location in the billing software for new meter sets.
• Handles calls from contractors regarding electric service requests.
• Prepares water and sewer crew log sheets, sewer spills and outage report as required.
• Calls for additional service personnel to assist assigned service crews when requested.
• Schedules after hour cut-ons and completes customer reports.
• Receives and relays information on multiple radio channels.
• Accesses computer terminal to secure customer, electric system, and outage information (Outage Management Software).
• Monitors and controls the computer systems for switching of electric substation loads and operation, and system circuits and loads (SCADA system).
• Prepares and prints bills and late notices for utility billing.
• Process utility payments.
• Notifies upper management when system emergencies occur.
• Ensures that all work is performed in accordance with OSHA and City Safety Standards and Policies.

Qualifications

• Formal Education
  • Amount of Training, either on-the-job or formal education, usually associated with this occupation in addition to the Reasoning, Math, and Language.
  • Position requires High School Diploma or GED; at least 2 years of excellent customer service experience; be computer literate with skills in Microsoft Word and Excel applications to produce reports and willing to learn new software applications.
  • Previous utility dispatching experience preferred.
• Special Requirements
  • Must have a valid appropriate driver's license issued by the State of North Carolina.
  • Must have a clear voice and diction when using telephone and radio.
  • Must be able to work steady or rotating shift schedules including weekends and holidays.
  • Must be able to fill in for other dispatchers as the need arises and work longer shifts to handle system emergencies. Shifts subject to change as necessary to provide service. Mandatory call-in when needed. Vacation and holiday leave always subject to having adequate coverage on all shifts.
  • Must be able to work with all types of people and have a friendly telephone personality. Good communication and customer relations skills are mandatory.
  • Must be computer literate with skills in Microsoft Word and Excel applications to produce reports.

Special Requirements

Physical Requirements

• Reaching, Handling, and Fingering: (Reaching - Extending the hand(s) and arm(s) in any direction, but normally to the front or side). (Handling - Seizing, holding, grasping, turning, or otherwise working with hand or hands (fingering not involved). (Fingering - Picking, pinching, or otherwise working with fingers primarily (rather than the whole hand or arm as in handling).
• All are important in this job. Workers use fingers and hands to pick up and hold forms, note pads, manuals, two-way radio, telephone, etc.
  • Must be able to extend arms to reach various articles and equipment located in surrounding area while talking on radio or telephone.
• Talking and/or Hearing: (Talking - Expressing or exchanging ideas by means of spoken word). (Hearing - Perceiving nature of sounds by ear).
• Seeing: The ability to perceive the nature of objects by the eye. Recommended guidelines for vision are:
  • Acuity, far - Clarity of vision at 20 feet or more. Not a requirement. Both eyes
  • 20/25 - R 20/30 - L 20/30 corrected at near-point.
  • Both eyes 20/25 corrected.
• Depth Perception - Three-dimensional vision. Ability to judge distance and space relationships to see objects where and as they actually are. Important but not critical. Depth Perception - 4
• Field of Vision - Area that can be seen up and down or to right or left while eyes are fixed on a given point. Important as worker may often be looking at the computer while writing or reaching for another work aid, i.e., telephone, radio, pencil, etc.
• Accommodation - Adjustment of lens of eye to bring an object into sharp focus. This item is especially important when doing near-point work at varying distances from the eye. Must be able to look from one work aid to another one and adjust eye lens readily.
• Color Vision - Ability to identify and distinguish colors required.

Physical Strength- degree of physical demands typically associated with this position include:

• Light Work: Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to pick up or move objects.
• Light Work usually requires walking or standing to a significant degree; however, the worker can sit most of the time. There is significant use of hands and arms.

Mental Activity/Requirements

• Reasoning - Ability to apply principles of logical thinking to work tasks and practical situations and requests made by supervisor or members of the general public; to comprehend and respond to a variety of situations in an expedient manner, possibly under emergency conditions. Quick thinking and good judgment are essential.
• Minimum Math ability usually associated with this classification: Using Arithmetic: Ability to use arithmetic to the extent required to write numbers of street locations, telephone numbers, etc.
• Minimum Language ability usually associated with this classification:
• Read: Ability to read manuals, instructions, directions, report information, telephone messages, ordinances, policies, and other documents relating to the job.
• Write: Ability to write figures, take messages and make various reports.
• Speak: Ability to be conversant in voice and diction so as to participate in discussions with other employees and the general public using both the two-way radio and telephone. Must be able to speak in a calm manner during emergencies and remain polite and courteous when caller is frustrated or irate.

Environmental Conditions

• Physical Surroundings
• The worker is subject to Inside Environmental Conditions: Protection from weather conditions but not necessarily from temperature changes.
• Environmental Conditions (Hazards) usually associated with this classification:

Machines, Tools, Equipment, and Work Aidswhich may be representative, but not all inclusive, of those commonly associated with this type of work.

• Computer keyboard and PC, SCADA system computers, base and portable radio equipment, telephone, telephone directory, calculator, pens, pencils, stapler, schedules, scissors, Personnel Resolution, report information, order forms, files, and various other forms related to the job.

Disclaimer
This job description may not be all-inclusive, as jobs evolve over time to meet the ever-changing needs of the City of High Point's workforce. This job description is not intended to and does not create a contract or offer of employment to any individual. In accordance with the Americans with Disabilities Act, it is possible that requirements may be modified to reasonably accommodate disabled individuals. However, no accommodations will be made which may pose serious health or safety risks to the employee or others or which impose undue hardships on the City of High Point. Candidates selected for employment must pass a background screening as well as a pre-employment physical to ensure medical clearance to perform the essential functions of the job prior to receiving a full offer of employment.

The City of High Point is an at-will employer and employees may be terminated or may terminate their employment at any time with or without reason for any reason not prohibited by law.

City of High Point - Benefits Overview Statement

The City of High Point offers a comprehensive benefits package to all regular full-time employees including vacation, holiday, and sick leave as well as medical, dental, vision, and life insurance. Employees in designated part-time positions may participate in some of the benefit programs offered to regular full-time employees.
Access the following link to view City of High Point Benefits and links to Benefit sites:
Benefits Overview

The Benefits Handbook provides a summary of benefits for City of High Point Employees. Benefits Booklet =

01

By completing these supplemental questions, you are attesting that the information you have provided is accurate. Any information you provide may be reviewed by the hiring manager. Any misstatements or falsification of information may eliminate you from consideration or may result in dismissal. "See resume" is not an acceptable answer to any question. Resumes may be uploaded as a supplement to the online application. Resumes are not accepted in lieu of application and/or the Work History section.

• Yes, I understand
• No, I do not agree

02

Do you have current or prior utility dispatching experience?

• Yes
• No

03

If you answered "Yes" to question #2, please briefly explain WHERE you obtained this experience. If you answered "No", enter N/A.

04

This position requires that you be able to work a flexible rotating schedule. Rotating shift (8:00 a.m. to 4:00 p.m.); (4:00 p.m. until Midnight); (Midnight until 8:00 a.m.). Rotation includes all three shifts in a 28-day repeating cycle. Only one weekend off per month. (One weekend on 1st shift, one on 2nd shift and one on 3rd shift). We work ALL Holidays and ALL shifts. Are you able to work this flexible rotation schedule?

• Yes
• No

05

In this position, computer experience is a must. Please check the following office equipment, materials, and/or software that you have experience with operating proficiently and independently. For those checked, applicant may be requested to exhibit proficiency during the interview process. CHECK ALL THAT APPLY

• SCADA system
• Outage Management System (OMS)
• Lawson
• Cayenta
• Multi-line Phone (Segra)
• Microsoft Word/Excel
• Microsoft Team
• Outlook Email
• Printer, Copier, Scanner (3-in-1)
• No experience operating any of the items above

06

Do you have at least one (1) year of customer service experience answering calls and taking payments?

• Yes
• No

07

Do you have experience with inputting data and information into an established database such as a billing software system?

• Yes
• No

Required Question

 City of High Point, NC

 04/20/2024

 High Point,NC