Utility Dispatcher

Nature of Work

Responsibility for serving as the first point of contact with utility crews, other city departments, and the general public in responding to routine and emergency requests for service. Work is performed under the general direction of the Utility Systems Manager.

Essential Functions of Work

• Responds to a high volume of phone calls regarding water and sewer issues or questions regarding water meters, water meter remotes, curb box locations. Transmits service requests to field personnel or retrieves information in response to inquiries. (20%)
• Inputs work order data to Cartegraph for all Utility jobs for Water Distribution, Sewer Collection and Storm Drain. (20%)
• Dispatches employees for emergencies such as Water Main breaks and Sewer Trouble calls. (10%)
• Conducts extensive research of historical utility records in response to requests from other city departments, plumbers, contractors or the general public. (5%)
• Maintains various written records and reports on completed work projects, work schedules, meter change outs and similar activities to ensure there is an accurate accounting of all utility branch operations. (10%)
• Schedules service appointments for the division plumber, customer service representative and meter technician to ensure all account activity is documented. (10%)
• Maintains a running inventory of supplies and materials received and issued to utility work crews. (5%)
• Maintains accurate records for all city water taps and meters issued and replaced within the city system. (5%)
• Tracks, calculates and bills customers for damaged water meters, hydrant meters and other miscellaneous billing. (5%)
• Responsible for contractor hydrant meter program to assure setting, billing and removal of construction meters. Notifies contractor and bills out for damaged meters. (5%)
• Works with Finance department to insure proper billing and account information for new and existing customers. (5%)

Education and Experience

• A high school diploma or equivalent.
• 2 years of experience in office administration with significant public contact.
• Proficient computer skills in Word, Excel and Outlook applications.

NECESSARY SPECIAL QUALIFICATIONS

Candidate must possess or have the ability to obtain valid Montana driver's license.

Requirements of Work

• Substantial knowledge of water, sewer & storm drain system practices, procedures, processes and equipment.
• Substantial knowledge of office procedures, practices and equipment.
• Substantial knowledge of and skill in Word, Excel, and Outlook.
• Substantial knowledge of and skill in Asset Management software (Cartegraph) and billing (Tyler MUNIS), customer service and permit inquiry.
• Ability to communicate effectively, both orally and in writing.
• Strong customer services skills with ability to deescalate and educate citizens in highly stressful situations.
• Ability to handle highly sensitive information and data with an absolute degree of confidentiality.
• Ability to work independently with little supervision.
• Ability to establish and maintain effective working relationships with peers, supervisors, and the general public.

CORE COMPETENCIES

• Customer Service
• Confidentiality
• Computer Skills
• Organizational Skills
• Communication Skills - both oral and written
• Accuracy
• Attention to Detail

SUPERVISORY RESPONSIBILITY

This position does not supervise staff.

WORK ENVIRONMENT

Work is performed primarily in an office environment.

PHYSICAL DEMANDS

While performing the duties of this job, the employee is frequently required to perform general sedentary work and to lift and carry up to 25 pounds; the ability to stand, walk, sit, ride and perform similar body movements; the possession of hand/eye coordination sufficient to operate a personal computer, office equipment and a motor vehicle; the ability to talk and hear in person, by telephone or two-way radio; and the ability to see and read instructions and reports.

EXPECTED HOURS OF WORK

The work schedule is a 40-hour work week, Sunday through Saturday. Work is typically performed Monday through Friday. This position is a non-exempt and eligible for overtime. Any overtime must be authorized prior to working.

TRAVEL

Travel is primarily local during the business day. Occasional travel may be required to attend off-site training and educational opportunities.