Customer Service - Dispatcher

Pittsburgh Water•Pittsburgh, PA

4d•$23 - $25•Remote

About The Position

Under the supervision of the Dispatch Coordinator, the Dispatcher will handle urgent requests regarding water, wastewater, and stormwater services to provide 24/7 assistance to customers and outside agencies. This is a remote position; however, candidates may be required to attend an in-person, 6-week new hire training or report to the office upon request throughout employment.

Requirements

Considerable knowledge of customer service best practices
Ability to work in a fast-paced environment
Technology skills to maintain databases and utilize numerous third-party applications
Operate standard office equipment
Ability to multitask and meet deadlines
Strong communication and analytical skills, and effective business writing skills
Ability to maintain working relationships with key staff and the public
Knowledge of Authority and City ordinances related to water distribution, sewer, stormwater and other technical information, such as valves, meters, plumbing, pipeline drawings and maps
Ability to communicate and enunciate clearly, effectively, and professionally over radio and telephone
High School diploma or GED
One (1) year of communication experience including dispatch experience with computer aided technology or an equivalent combination of training and experience
Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator’s License at the time of application or prior to appointment. A valid driver’s license must be maintained throughout employment.
Applicant must have permanent residency in Allegheny County at the time of appointment and remain a resident in Allegheny County throughout employment with the Pittsburgh Water.

Responsibilities

Receive notification of urgent water, wastewater, and stormwater issues and dispatch crews for investigation and/or repair
Receive requests for service to Pittsburgh Water’s water, wastewater, and stormwater assets via telephone and email from the general public, Pittsburgh Water departments, and outside agencies
Create and dispatch appropriate service and work orders and prepare accurate reports
Monitor radio channel for field personnel requests to and from Dispatch. Notify appropriate supervisory personnel, city departments, and other utilities of emergencies and/or dig sites
Enter and respond to tickets related to on-site excavation work and Pennsylvania One Call
Enter and update service outages in the GIS tracking system
Maintain the Service Outages webpage at https://www.pgh2o.com/projects-maintenance/service-outages and alert affected customers via automated outbound calls
Respond to tickets assigned to Pittsburgh Water by the City of Pittsburgh’s 311 Response Center
Maintain work records electronically
Obtain knowledge of Pittsburgh Water policies, procedures, and territory geography
Navigate GIS mapping and provide the location of main and service lines, valves, hydrants, etc. to field crews
Process returned mail as assigned electronically and complete routine clerical tasks
Perform other tasks as assigned or required