System Response Controller I, II

Polk County•Winter Haven, FL

10h•Onsite

About The Position

The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.

Requirements

High school diploma or an acceptable equivalency diploma from an accredited institution.
Must have a valid driver's license and be able to secure and maintain a valid Florida driver's license within 30 days of employment within this classification.
Must have and maintain a clean driving record to operate an assigned county vehicle.
One (1) or more years of experience working in customer service, as a communications operator, or in a related capacity (for Controller I).
Some Knowledge of SCADA, CMMS, Lucity systems and other operational software (for Controller I).
Working knowledge of Water Utilities Systems and GIS (Global Information Systems) (for Controller I).
Working knowledge of triaging issues & emergencies (for Controller I).
Three (3) or more years of experience working in customer service, as a communications operator, or in a related capacity (for Controller II).
Intermediate knowledge of SCADA, CMMS, Lucity systems and other operational software (for Controller II).
Intermediate knowledge of Water Utilities Systems and GIS (Global Information Systems) (for Controller II).
Intermediate knowledge of triaging issues & emergencies (for Controller II).

Nice To Haves

Knowledge of utility operations, customer service standards, dispatch procedures, and local service areas.
Familiarity with SCADA systems, telemetry-based monitoring tools, alerting platforms, Microsoft Office, and industry-specific software applications.
Ability to communicate effectively with internal staff, field personnel, and the public using multi-line phone systems, radios, and mobile devices.
Ability to monitor and interpret SCADA alerts and utility system data to assess conditions and respond appropriately.
Ability to manage multiple service requests, exercise judgment, and make decisions in time-sensitive situations.
Ability to accurately log and document communications, work orders, and service outcomes.
Ability to follow oral and written instructions and maintain attention to detail.
Ability to work independently or collaboratively as part of a team, maintaining composure in high-pressure situations.
Ability to analyze operational data, identify trends, and suggest process improvements.
Strong organizational, communication, and problem-solving skills.

Responsibilities

Maintain continuous communication with all Operations field personnel via phone, radio, and mobile systems; accurately document and log all communications.
Create, manage, and update work orders in utility management systems, ensuring accurate service records.
Monitor SCADA and other operational systems, responding promptly to outages, anomalies, and emergencies.
Exercise independent judgment to triage service calls, prioritize dispatches, and allocate resources effectively.
Serve as the initial contact for public and internal inquiries, resolving issues or escalating as needed.
Analyze service data to identify trends, recurring issues, and process improvement opportunities.
Perform technical and administrative tasks to support operational readiness, reporting, and service delivery.
Maintain professionalism, clear communication, and composure under high-pressure situations.