Resolution & Field Inspection Agent

Prince George's County Government • DPW&T - Largo, MD

14h • Hybrid

About The Position

The Department of Public Works & Transportation (DPW&T) is seeking a highly motivated and detail-oriented professional to support field operations, inspections, customer service response, and work management activities. Work involves investigating roadway, drainage, stormwater, traffic, and infrastructure-related concerns to ensure compliance with County standards, approved plans, and applicable ordinances. The position also requires direct interaction with residents, contractors, County agencies, and other key partners to resolve inquiries, complaints, and service requests in a timely and professional manner. The ideal candidate will have demonstrated experience in customer service, working knowledge of Prince George’s County roadways and infrastructure systems, and strong time management, organizational, and reporting skills/techniques. Candidates should possess the ability to manage multiple assignments simultaneously, maintain accurate documentation, and communicate effectively while providing responsive service to internal and external stakeholders.

Requirements

• Bachelor’s degree from an accredited college or university in one of the social sciences or a closely related field.
• Any equivalent combination of relevant training, education and experience may also be considered.
• A valid Maryland State driver's license is required upon appointment.

Nice To Haves

• Strong field inspection and investigative abilities
• Knowledge of roadway, drainage, and stormwater infrastructure systems
• Familiarity with GIS and property research systems

Responsibilities

• Supports and responds to inspection requests within two working days and as soon as reasonably possible in critical circumstances.
• Provides scopes of work for corrective actions within DPW&T Offices.
• Assists with investigating all phases of work to include: Sediment and erosion control, Storm drain conveyance systems, Traffic Maintenance, Roadway components (paving/resurfacing and traffic signals/signage), Concrete repair and replacement, Asphalt paving (cut and patch), Sign replacement, Litter and illegal dumping.
• Verifies compliance with County specifications, standards, approved plans, and applicable ordinances.
• Assists with reporting work determined to be in non-conformance with established standards or contract documents to the immediate supervisor within one working day.
• Utilizes the County GIS system, Plats.net, MDLANDREC, PG Atlas System, and ROW search daily to confirm work locality and maintains a thorough working knowledge of each system.
• Interfaces directly with various key partners of the agency and County to ensure appropriate resolution of all inquiries, complaints, and requests.
• Assists and coordinates with internal program managers and supervisors as needed in the resolution of residents’ inquiries, complaints, and requests.
• Troubleshoots, researches, and responds to inquiries, complaints, and requests using internal databases and appropriate tools.
• Provides excellent customer service by remaining professional, responsive, and courteous while interfacing with both internal and external key partners to resolve all PGC311 inquiries, complaints, and requests.
• Provides daily input into DPW&T’s Work Management Program (PGC311) for all investigated service requests.
• Assists and supports management of all facets of the PGC311 ticketing system, including ticket resolution from open status to close.
• Ensures data integrity and documentation within the PGC311 ticketing system in resolution of all inquiries, complaints, and requests within appropriate timeframes established by agency leadership.
• Creates weekly, monthly, and quarterly reports to demonstrate resolution of inquiries, complaints, and requests.
• Participates as a critical/essential employee in the Department Snow and Ice Control Program and other emergency or special activities as assigned.

Benefits

• The salary range listed in this announcement reflects the offer range for this position. Offers made within this range are based on qualifications, experience, and internal equity.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level