DWM Water Emergency Service Dispatcher (OLIO - Operations)

City of Atlanta•Atlanta, GA

36d•$39,370 - $53,227•Onsite

About The Position

The Water Dispatcher is the public contact and recordkeeper for the operational, service, and commercial records of the water utilities. Provides a wide range of information and services to utility customers and the public. Performs routine and emergency dispatch duties involving water and sewer service requests, public contact, account management, and coordination with field operations. Has previous customer service and public contact experience working under moderate supervision.

Requirements

High school diploma, or equivalent.
Minimum of 2 years’ experience of customer service, call center, dispatch, public safety communications, utility operations, or closely related experience.
Knowledge of customer service principles and human relations.
Knowledge of office procedures and experience using computer office applications, work order systems, and standard office equipment.
Knowledge of written English and business math.
Knowledge of water and sewer utility operations, emergency dispatch procedures, and service request processing.
Skill in communicating effectively with utility customers, coworkers, and field personnel in person, over the telephone, and through email.
Skill in accurately creating, updating, and maintaining service requests, work orders, and related records.
Skill in using computer systems to enter data while communicating clearly and concisely with customers.
Ability to understand relevant procedures and use sound judgment in interpreting and applying established policies and procedures in a variety of situations.
Ability to make accurate and logical determinations based on available information, data, and established guidelines.
Ability to prioritize multiple assignments, triage emergency and non-emergency service requests, and respond effectively in a fast-paced environment.
Ability to coordinate dispatch activities with field crews and other departments to ensure timely response to service requests.
Ability to maintain accurate records and documentation while handling multiple tasks with attention to detail.
Ability to establish and maintain effective working relationships with customers, coworkers, supervisors, and representatives of other agencies.
Ability to remain calm and exercise good judgment when responding to emergency situations and high-volume call activity.
Valid State of Georgia driver’s license.

Responsibilities

Answer incoming calls from customers, crew members, contractors, and the public, providing assistance and information as necessary.
Receive and triage emergency and non-emergency water and sewer service requests and determine the appropriate response based on established procedures.
Provide 24/7 emergency dispatch coverage for water and sewer service requests, including after-hours, weekends, and holidays as assigned.
Update emails and respond to updates promptly to ensure effective communication.
Create service requests and work orders accurately and efficiently in response to customer inquiries and reported issues.
Dispatch sewer, distribution, leak detection, valve, and other field specialists to investigate and respond to water and sewer issues, ensuring appropriate allocation of resources and timely response.
Coordinate service requests with field crews and multiple departments to ensure timely resolution of reported issues.
Contact customers via phone or email to provide information, advice, and assistance regarding water and sewer services.
Handle calls regarding water main breaks, sewer overflows, leaks, malfunctions, temporary turn-offs, service interruptions, and changes in water orders.
Utilize mapping tools, work order systems, and other operational systems to accurately route, monitor, and track service requests.
Document updates received from responding crews and specialists and maintain accurate service records.
Notify police, fire departments, and other agencies of hazards and emergency conditions as required.
Respond to internal and external calls and emails regarding emergency and non-emergency service requests.
Notify 811 and input information for utility locates via phone or online system.
Use critical thinking skills to multitask and collaborate effectively with colleagues and stakeholders.
Demonstrate a strong work ethic, solid time management skills, and professionalism in all interactions.
May perform other duties as assigned.