Job Description

SALARY

$18.60 - $23.25
Under general supervision, answers calls from the public concerning incidents demanding attention from the Water Utilities department and maintains records of all calls and responses received. Maintains constant radio contact with Water field crews and monitors activity within assigned territories.

ESSENTIAL JOB FUNCTIONS:

• Answer incoming calls from internal and external customers regarding Water Utilities functions and related traffic hazards, including but not limited to communicating relevant information on ongoing hazards and in-progress repairs to customers.​
• Dispatch appropriate work groups, supervisors, or emergency personnel to location based on customer need and urgency. Determine and dispatch equipment, vehicles, materials, and work crew requirements for work orders.
• Prepare daily work and run schedules to coordinate service by monitoring personnel and/or equipment locations and utilization.
• Monitor all radio communications within specifically assigned territories.
• Record and maintain files for all calls received including customer requests, work or services performed, charges, expenses, inventory, and other related dispatch information.
• Create and maintain departmental work orders utilizing current asset management and work management software including but not limited to work, services performed or charges and expenses.

OTHER JOB FUNCTIONS:

• Communicate bad weather advisory as advised by the Office of Emergency Management.
• Contact emergency services in the event of a field crew accident.
• Address customer questions or requests for services.

MINIMUM QUALIFICATIONS:
Knowledge, Skills and Abilities Required:

• Knowledge of office and administrative practices and procedures.
• Knowledge of basic customer service practices and principles
• Skill in using PC Software including current Microsoft Office Suite of applications.
• Skill in communicating professionally and tactfully with other city employees and the public by oral and written means.
• Skill with organization and attention to detail.
• Ability to exercise discretion and independent judgment utilizing knowledge of the organization's policies.
• Ability to work independently under general instructions.
• Ability to perform a variety of physical skills including but not limited to filing, pulling, seeing, sorting, squatting, standing, stooping, twisting body, typing, walking, and writing.
• Ability to operate a variety of office equipment including but not limited to PC, telephone, calculator, scanner, and copier.
• Ability to prioritize deadlines and tasks.
• Ability to learn new systems and procedures quickly.
• Ability to plan, organize, monitor, and collaborate with internal and external stakeholders to accomplish unit objectives.
• Ability to understand mathematical calculations involving fractions, percentages, and decimals.
• Ability to understand and communicate geographical locations.
• Ability to work within a set schedule.
• Ability to work holidays, nights, or weekends occasionally based on staffing and environmental needs
• Ability to operate two-way radios.

Qualifying Education and Experience:

• High School Diploma/GED
• One year experience in a customer service role
• Obtain a TWUA Level D Customer Service Certification within 6 months of hire.

PREFERRED QUALIFICATIONS:
Knowledge, Skills and Abilities Required:

• Knowledge of customer service practices and call center operations
• Knowledge of telephone, radio, and dispatching operations
• Preferred Education and Experience:
• One (1) year of customer service experience

Employment Screenings Required:

• Criminal Background Check
• Drug and Alcohol Screening

City of Arlington is an Equal Opportunity Employer.