Customer Care & Field Services Dispatcher
About The Position
Under general supervision, independently performs a wide variety of highly responsible dispatch and work order/work request services for field technicians and crews on assigned shifts; relays information, instructions and work orders to field supervisors, crews and technicians under standard and emergency conditions; receives and responds to information and requests regarding work performed, work in progress and assistance required; maintains detailed information and logs regarding work performed and time required; interacts with customers and ensures high standards for the customer experience are met; and performs related duties as assigned.
Requirements
- Functions and uses of computers, computer applications and Chat Lines required to monitor and dispatch work orders and requests
- General understanding of District operations and infrastructure applicable to the distribution and delivery of water to customers at a level needed to carry out assigned duties
- General policies and procedures for the repair and maintenance of District water mains, service lines and related appurtenances
- Associated equipment, terminology, acronyms, equipment and procedures used by field technicians and crews at a level necessary to carry out assigned responsibilities
- District Water Service Rules
- Procedures and contract provisions for work scheduling and call out provisions applicable to field personnel
- Standard office practices and procedures
- Correct English usage, including spelling, grammar and punctuation
- Customer service practices and customer-oriented telephone etiquette
- Operate telephones, computers and software, including multiple Chat Lines, to monitor, receive, evaluate and respond to District employee, customer and other agency contacts regarding operational issues and reports of unexplained water loss, accidents, damage to district property and other issues
- Utilize district software and programs to identify the location of problems reported
- Understand, interpret, explain and apply District requirements and procedures for the assignment and dispatch of field work orders and requests
- Calmly handle multiple problems being reported, with competing priorities, and reach sound conclusions and decisions in responding to them following established policies and procedures
- Understand and carry out written and oral instructions
- Communicate clearly and effectively orally and in writing
- Prepare clear, accurate and concise computer entries, logs and records of work performed and completed
- Maintain sensitive and confidential information
- Use tact, discretion, patience and understanding in dealing with customers, representatives of other agencies and the public
- Establish and maintain highly effective working relationships with District staff and others encountered in the course of work
- Graduation from high school or G.E.D. equivalent and at least three years of office, administrative, customer service or related experience providing familiarity with trade and construction work practices and procedures similar to those performed at the District or an equivalent combination of training and experience
Nice To Haves
- Bilingual in Spanish and English is highly desirable.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
High school or GED
