Dispatcher 25-112

Description

• Analysis, comprehensive research, accurate calculation, proper documentation, and proper distribution of various daily reports, account updates, account balances, and requests for field service work necessary to maintain the overall billing process within a fixed schedule.
• May compile and input account records.
• Accurately communicates policies, rates, fees, and procedures to customers as requested.
• Research and explain billing and account information to customers.
• Maintain current knowledge of routes and locations to assure timely services and accurate information.
• Provides security and safety surveillance.
• Analyze situations accurately and adopt an effective course of action.
• Communicates, between the office and associates at work sites, information needed to accomplish the job to include locate meters, mains, manholes, street pipes, street valves, and new streets. This information is provided by the CRIS, Mainframe, Cityworks, Google Maps, and GIS systems.
• Create, cancel and resolve work orders as needed and maintain MS Teams and telephone communications for the purpose of disseminating information to field associates at job sites.
• Receive and coordinate information from various departments to send via email the weekly on-call schedule.
• Communicates with other emergency personnel (Fire, (North Charleston Fire Department (Email), Police (dedicated telephone line), EMS).
• Respond to all messages via telephone and email.
• Interacting with staff to ensure proper disposition of customer service requests.
• Responsible for receiving, researching, coordinating, and dispatching complex emergency services requests between external customers and CWS associates, i.e., Water Distribution, Wastewater, Meter Technology, HWTP, contractors, etc., via telephone and Microsoft Teams.
• Maintains record keeping systems for verification of field associates work orders/requests.
• Follow up on all pending and recommended work with customers utilizing the pending work log and updating customer files.
• Occasionally positions self to exert up to 25 lbs. of force to lift and transport objects. Objects greater than 50 lbs. require a two-person operation.
• Assist with training newly assigned associates.

Requirements

• Job performance must conform to all CWS policies and procedures.
• Must be able to wear Personnel Protective Equipment (PPE) as defined in the Job Safety Analysis (JSA) to perform the required essential functions. Constant communication via telephone in a call center environment. (Contact Center Only)
• Prior work record indicating dependability and conscientiousness.
• Ability to perform tasks during extended periods while seated or standing.
• Required to work during emergency conditions.
• Ability to observe and comprehend computer screens and dispatch programs for information.
• Ability to distinguish subtle or slight changes in pitch or noise level.
• OSHA and Departmental safety training as required.
• Three (3) years of customer contact experience in a related field. HS Diploma or GED preferred.
• Frequent sedentary work with constant maneuvering to include reaching, pulling objects, and rotating body while in a sitting position.
• Computer and related software applications knowledge with printer, calculator, copier, facsimile machine, and the general use of business math.
• Geographical knowledge of service area or map reading skills
• ISO 14001 standards for department and company.
• Ability to Multitask: Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need.
• Must demonstrate a working knowledge of written and verbal communication skills.
• Ability to effectively use personal computers with printers; telephone; calculator; copy machine; fax machine; and assigned software.
• Must have clear, audible voice capable of being projected over telephone.
• Must be able to work varied shifts as scheduled between the hours of 7am to 11pm.
• Ability to understand and execute complex written and oral instructions.
• Able to function independently in a multi-task environment, as well as a part of a team. The ability to write clearly and spell correctly
• Specific knowledge of CWS Environmental Management System Policy and Procedures.
• Standard Operating Instruction (SOI) per department requirements.
• Prefer experience as a dispatcher in a business office or in a related field.
• Ability to express or exchange ideas and detailed information by means of written and oral communications with customers and staff.
• Regular attendance is required.
• Ability to establish priorities and pass on information as needed
• Problem-Solving Skills: You will need to be able to prioritize the most important situations and think quickly on your feet.
• Communication Skills: You will be listening and speaking to people by phone, responding via MS Teams, or emailing information to customers who are often in some state of distress. Your ability to listen, speak/type plainly and communicate effectively will be necessary.
• Ability to identify, reach and handle documents as required to perform the essential job functions and to maintain an accurate record keeping system.

Benefits

• Skills Based Training.

Training + Development

Interview process

Visa Sponsorship

Security clearance