Field Operations Dispatcher - E2E
Field Operations Dispatcher - E2E
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Job Description
Close Date: Wednesday May:00 AM
Department: Charlotte Water Department
Salary: $23.00 $29.91 Commensurate with Experience
SUMMARY
Charlottes local government with more than 7000 employees and a $2.39 billion budget works hard to ensure that the community will be a winning city for everyone a truly remarkable place to live work learn and play.Charlotte Water is an enterprise department of the City of Charlotte and one of the largest public water and sewer service providers in the southeast with 300000 customer accounts and over 1000 employees. Our service area includes the City of Charlotte Mecklenburg County and the towns of Huntersville Cornelius Davidson Mint Hill Matthews and Pineville. Charlotte Waters FY 23 budget is $535M and a fiveyear capital program of $2.5 billion. We enjoy the highest credit ratings from all three major credit rating agencies as a result of sound financial planning and management and strong support from our City Council. We value competent skilled candidates with a customer service focus to work in a team environment.
Salary: $23.32 Hr
Job Summary:
The Field Operations Dispatcher works in an operations center environment serving as a key point of communication between customers and field units. This role involves answering calls managing customer inquiries and coordinating responses to emergency situations such as outages or service interruptions. The dispatcher resolves customer issues directly or dispatches resources to investigate and address field conditions.
Additional responsibilities include handling interdepartmental and intercity inquiries assisting internal and external customers with questions regarding water sewer and stormwater services and providing guidance online extensions and new service requests. The position also involves answering billing questions resolving complaints processing daily reports creating and issuing field service orders coordinating and distributing work for the next business day and supporting divisional workgroups in achieving their objectives.
Major Duties and Responsibilities:
- Receive and respond to customer calls for service requests inquiries and emergency reports from both internal and external customers.
- Address concerns regarding water main breaks property leaks and other irregularities within the water distribution system documenting all relevant information in the appropriate system.
- Provide field teams with detailed information on water mains valves fire hydrants and water meter locations to assist with repairs or operational tasks.
- Run and process divisional reports from the Customer Information System (Billing) and service order management systems following prescribed work instructions to resolve assigned tasks.
- Communicate with and support up to 60 field units daily ensuring effective coordination of tasks.
- Assist supervisors with special requests related to field technicians.
- Assign and schedule service orders originating from 311 PreBill Account Services systemgenerated orders Service Suite and Field Deployment Manager.
- Prioritize and distribute work based on factors such as urgency geographic location and technician skill sets.
- Create emergency and nonemergency service orders as needed.
- Communicate with oncall staff after hours for emergencies overdue service orders employee incidents vehicle accidents or inclement weather events.
- Promptly answer incoming calls from 311 customers field staff supervisors and other departments or divisions.
- Compose and respond to emails clearly and in a timely manner to/from departments such as field operations supervisors field technicians peers and others requiring followup action.
- Contact customers directly to resolve complaints or provide followup information regarding their concerns.
- Supply field teams with information by interpreting Geographic Information System (GIS) data such as bluedot department blueprints plans maps and section plats related to service requests.
- Assist staff in resolving field issues that hinder service completion or troubleshooting equipment concerns.
- Escalate issues or situations through the supervisor call list or other divisions when necessary.
- Ensure compliance with applicable regulations laws policies and standard operating procedures (SOPs).
- Identify opportunities for process improvements and communicate suggestions to the section supervisor.
- Provide realtime notifications of idle vehicles or unproductive technician time to supervisors for action.
Additional Requirements:
- This position is part of a 24hour 7dayaweek department
- Must be comfortable working in a constantly active environment
- Must be able to work 2nd shift (typically afternoon to late evening) or 3rd shift (typically overnight)
- Weekend and holiday work is mandatory
- Willingness to adapt to a rotating schedule as needed
- Availability to work overtime when
- Ability to extend shifts or cover additional hours on short notice
Transferable Skills:
- Exceptional verbal and written communication abilities for professional interactions via email phone and inperson
- Capacity to maintain effective working relationships
- Strong customer service orientation with a focus on delivering exceptional experiences
- Proficient in Microsoft Office Suite
- Competence in using mobile applications and operating various computer technologies
- Analytical and ProblemSolving Abilities
- Strong mathematical aptitude for data interpretation and calculations
- Organizational and Time Management
- Capability to work both independently and collaboratively as part of a team
- Flexibility to adapt to changing priorities and work under pressure
- Ability to understand and follow directives and instructions accurately
- Attention to Detail
- Meticulous approach to work ensuring accuracy in all tasks
- Skill in maintaining and updating various systems and databases with precision
CONDITIONS OF EMPLOYMENT
The Citys Background Check Policy requires background checks to be conducted on final internal or external candidate(s) applying for any position with the City of Charlotte. The type of information that will be collected as part of a background check includes but is not limited to: reference checks social security verification education verification criminal conviction record check and if applicable a credit history check sex offender registry and motor vehicle records check.
Background checks must be in compliance with all federal and state statutes such as the Fair Credit Reporting Act (FCRA). The checks must be consistent with the guidelines set forth by these laws requiring organizations to obtain a candidates written authorization before obtaining a criminal background report motor vehicle records check or credit report; and to properly store and dispose of information derived from such reports.
Final candidates must pass a preemployment drugscreening test and physical examination. During the selection process candidates may be asked to take a skills test and/or participate in other assessments.
The City of Charlotte is an Equal Opportunity Employer.
HOW TO APPLY
Apply online.
Federal law requires employers to provide reasonable accommodations to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job.
You are welcome to visit the City of Charlotte Human Resources Department lobby where we have workstations available. Our office is located at 700 East 4th Street Suite 200 Charlotte NC 28202. Our hours are Monday through Friday 8 a.m. to 5 p.m. (EST) excluding official City holidays.
For questions about your application or the hiring process please email .
The City of Charlotte is committed to making the job application process accessible to all. Upon request auxiliary aids written materials in alternate formats language access and other reasonable accommodations or modification will be provided. To make a request please email callor visit us in person at700 4th St. Charlotte NC 28202.
BENEEFITS
The City of Charlotte provides a comprehensive benefits package to all employees.
Clickhereto learn more about the City of Charlottes benefits.
The City of Charlotte is a drug and alcoholfree workplace.
Employment Type
Full-Time
