Right of Way Enforcement Dispatcher

City and County of Denver • Denver, CO

6d • $21 - $27 • Onsite

About The Position

The City and County of Denver’s Department of Transportation and Infrastructure (DOTI) is hiring a Right-of-Way Enforcement (ROWE) Dispatcher to support ROWE operations. The position works onsite at the Wellington Webb Building in Denver, Monday through Friday from 11:30 a.m. to 8:00 p.m. The dispatcher provides customer service to the public and supports ROWE Agents by triaging calls, responding to citizen inquiries and complaints about the public right-of-way, gathering and accurately communicating information, and helping keep the right-of-way safe. The role requires clear communication, careful documentation, attention to deadlines and emergencies, and the ability to remain calm and de-escalate tense interactions. Dispatchers use computer programs including Salesforce, Workday, and Microsoft Office and explain and apply ROWE rules and regulations. The City describes DOTI’s mission as delivering effective, high-quality, sustainable, and equitable public infrastructure and services.

Requirements

• High school graduation or possession of a GED, HiSET, or TASC Certificate.
• Three years of customer service experience in a call center environment; additional appropriate education may substitute for the minimum experience requirement.
• Outstanding customer service skills.
• Ability to remain calm under pressure and diffuse tense situations.
• Strong communication skills by email, phone, and verbally.
• Attention to detail, timeliness with deadlines and emergencies, and documentation skills.
• Ability to explain rules and regulations.
• No licensure required.

Nice To Haves

• Prior dispatch experience.
• Leadership skills and ability to work independently.
• Teamwork, innovative ideas, and openness to change and flexibility.
• Experience with Salesforce, Autoreturn, or customer relationship management systems.

Responsibilities

• Triage and field calls by phone and radio to support ROWE Agents.
• Handle citizen inquiries and complaints regarding the public right-of-way, including managing multiple calls at a time.
• Provide courteous, calm, and exceptional customer service to the public.
• De-escalate unsatisfied customers while focusing on keeping the public right-of-way safe.
• Gather data accurately and deliver the correct information to the parties who need to take action.
• Explain and understand ROWE rules and regulations.
• Use dispatch etiquette and communicate clearly and effectively.
• Document information carefully and meet deadlines, including during emergencies.
• Use computer programs such as Salesforce, Workday, and Microsoft Office.

Benefits

• Guaranteed lifelong monthly pension after vesting with five years of service.
• 457B Retirement Plan.
• 140 hours of PTO earned within the first year.
• 12 paid holidays, one personal holiday, one Wellness Day, and one volunteer day per year.
• Competitive medical, dental, and vision plans effective within one month of the start date.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED