Under limited supervision, assist the Customer Service Manager with the daily operations and working activities of the Watershed Dispatch. P erform duties in Watershed Dispatch involving reception and transmission of radio and telephone calls to and from public and Watershed Management employees in the field, and activation of emergency and non-emergency repair crews; may perform related duties as assigned. W atershed Dispatch Unit operates 24 hours a day, 7 days a week including holidays.
Examples Of Essential Duties:
The following statements describe the principal functions of this job and its scope of responsibility, but should not be considered an all-inclusive listing of work requirements. Individuals may perform other duties as assigned, including working in other functional areas to cover absences or relief, to equalize peak work periods or otherwise to balance the work load.
Supervise the daily operations and work activities of the Watershed Dispatch Operators.
Prioritize and process information pertaining to emergency and non-emergency maintenance needs requiring the dispatch of personnel and equipment to work site locations and provide information to Watershed Management staff, citizens and other agencies.
Respond to telephone calls from the public regarding emergency and nonemergency situations requiring the attention and assistance of maintenance personnel.
Make initial assessment of an emergency or non-emergency situation and determine the degree of danger, damage, urgency, inconvenience involved, or service needs.
Utilize work order management system to create, update and complete service requests and work orders.
Dispatch appropriate personnel and equipment to work sites as necessary or as directed, based on factors of safety, urgency, work schedules, and proximity of available crew to site locations.
Inform police and fire personnel of road conditions and/or road hazards in areas where they are requested to provide assistance.
Serve as liaison to receive and relay radio transmissions from field personnel to appropriate staff or other agencies.
Monitor and record the location of work crews in the field.
Interpret city maps for the purpose of guiding and assisting maintenance personnel in locating a work site.
Provide basic water/sewer infrastructure information to individuals, companies, agencies, and other city departments.
Operate and monitor two-way radio.
Select transmitter for the operation of radio communications.
Maintain daily log of dispatch orders, maintenance requests, and computer data base.
Contact customers by phone as required by field personnel.
High School diploma/GED and four (4) years of utility dispatch or call center experience; including one (1) year lead worker or supervisory experience, OR a Bachelor’s degree in Business or Public Administration or related area and two (2) years of utility dispatch or call center experience; including one (1) year lead worker or supervisory experience; or any equivalent combination of education, training, and experience which provides the requisite knowledge, skills, and abilities for this job. Must have a driver's license at time of application and a Georgia Driver's License at the time of appointment. Candidates will required to take a personality & aptitude test.
Ability to work shifts and weekends. Ability to communicate effectively orally and in writing. Ability to establish and maintain effective working relationships with supervisors, peers, employees, and members of the general public. Ability to learn to operate two-way radio. Ability to assess and prioritize Department of Watershed Management service needs. Ability to efficiently coordinate work assignments according to the locations and schedules of the service crews, and the urgency of the request. Ability to accurately maintain detailed records. Ability to type, file, and learn to use necessary office machines and computers. Ability to make quick decisions, using good judgment. Ability to be courteous and helpful to the public. Ability to sit for extended periods. Ability to work shifts and weekends.
The City of Atlanta is an Equal Opportunity Employer.
City of Atlanta, GA - 17 months ago