Freeway Services Dispatch/Operator – Call Center – 1st & 2nd rotating shifts

About the position

AECOM is seeking Freeway Services Dispatch/Operator(s) to be assigned at a Georgia Department of Transportation (Georgia DOT) office work location. These positions require a rotating shift schedule that includes 1st shift (6:00 am – 2:30 pm) and 2nd shift (2:00 pm – 10:30 pm). The pay rate is $18.55/hour. The position uses Advanced Traffic Management Systems (ATMS) software and web-based applications for monitoring freeway and managing events/incidents; dispatching incident management personnel; answering and responding to calls from the public; and communicating, coordinating, and collaborating with other staff, Georgia DOT personnel, and partner agencies. The position performs tasks in support of field services conducted by the Coordinated Highway Assistance and Maintenance Program (CHAMP), which is a service provided by the Georgia DOT. CHAMP field staff actively patrol freeways throughout Georgia and provide roadside assistance for stranded motorists and perform road maintenance functions. Georgia DOT’s transportation management program includes dispatch/operator staff in support of roadside assistance for stranded motorists on Georgia’s freeways. AECOM dispatch/operator staff support CHAMP field staff (patrollers) 7 days a week, 365 days per year, serving a critical role in the delivery of safety and mobility to the motoring public.

Responsibilities

• Dispatch CHAMP patrollers, who provide roadside assistance for stranded motorists and perform road maintenance functions.
• Regularly participate in ride-along's with CHAMP patrollers to maintain familiarity with CHAMP procedures.
• Monitor field surveillance camera video and other information sources for the detection and verification of events that impact traffic flow and safety.
• Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity.
• Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras and dynamic message signs.
• Participate in technical and customer service training and certification activity as required by the program.
• Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program.
• Log information about agency communication, first responder activity, and rest area checks.
• Perform communication tasks consistent with the program’s high level of customer service expectations and training.
• Dispatch and communicate with CHAMP patrollers, using program-directed radio and/or phone communication protocols.
• Answer phone calls and provide information or assistance to motorists, Georgia DOT personnel, or other agencies on traffic and road conditions; transfer calls to designated personnel as appropriate.
• Communicate via radio and/or phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required.
• Communicate via radio and/or phone with Georgia DOT personnel to provide clear and accurate information regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions.
• Perform written documentation of activity and communication in a clear, concise, and complete manner.

Requirements

• High School Diploma or GED.
• Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, law enforcement radio broadcasts, answering/responding to calls and communicating to other staff or partner agencies.
• Ability to operate software platforms and web-based applications.
• Must pass a state and federal criminal history/security background check.
• Must pass a pre-employment drug screen.

Nice-to-haves

• Ability to work a rotating shift schedule that includes both 1st & 2nd shifts.
• Previous experience working in a call center, customer service, 911 Operator or dispatching environment.
• Demonstrated ability to meet a high level of customer service expectations.
• Ability to work in a calm manner and professional manner in a fast-paced, high-pressure environment.
• Previous experience working in a position which includes heavy telephone, radio, and computer usage.
• Effective oral and written communications skills for in-person, radio, and phone conversations.
• Ability to interpret or understand geographic information portrayed on a map and map-based applications.
• Knowledge of interstates and state routes throughout Georgia with geographic familiarity of the freeway system and arterial roads.
• Working knowledge of and skill set to utilize and operate an ATMS software platform and/or web-based applications.
• Efficient and accurate data entry skills.
• Ability to solve problems and prioritize tasks, and be organized, responsible and timely.
• Ability to work independently and in a team environment.

Benefits

• Medical, dental, vision, life, AD&D, disability benefits.
• Paid time off, leaves of absences.
• Voluntary benefits, perks, flexible work options.
• Well-being resources, employee assistance program.
• Business travel insurance, service recognition awards.
• Retirement savings plan, employee stock purchase plan.