Emergency Dispatcher Jobs

About The Position

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.