CSR/Dispatcher

Job Summary

Under general answers multi-line telephone, determines nature of call and refers to appropriate department; using two-way radio dispatches information to work crews, makes note of call and enters information into computer; prepares and maintains various logs; generate and tracks service orders and maintains file of completed orders and performs additional tasks in support of the department as needed or upon request.

Essential Job Duties & Responsibilities

The following duties are normal for this position. The omission of specific statement of the duties does not exclude them from the classification if the work is similar, related, or a logical assignment for this position. Other duties may be required, assigned and expected aside from those set forth below to address operational needs and changing operational practices.

• Answers two-way radio calls on two frequencies from truck drivers, supervisors and other city employees.
• Answers telephone calls on eight lines from citizens.
• Determines nature of call to determine if call should be handled or referred to other department.
• If call concerns problems with limbs and debris, traffic signals and signs, potholes or similar problems, dispatches appropriate crew from Public Works Department.
• If call concerns leaks/overflows/broken pipes and similar problems with water and sewer lines dispatches appropriate crew from Wastewater or Water Department.
• Makes note of all calls and enters into computer to generate service order; also enters dispatch log.
• Refers service order to appropriate department (Public Works) or completes (Water/Wastewater).
• When service has been performed, enters information into computer.
• Prepares night log sheet from Sewage Treatment Plan; generate and tracks service orders as required. Maintains Dispatch log.
• Maintains file of completed service orders.
• Fills in for other Dispatcher during absences.
• Performs duties of Customer Service Representative.
• May handle non-departmental calls from citizens and assist with problems; may handle emergency calls. Locates water and sewer lines for contractors and property owners.
• Calls in utility locate requests to 811
• Performs other related duties as assigned or upon request.

Qualifications

Education & Experience Guidelines
Any combination of education and experience that would likely provide the required knowledge and abilities is qualifying. A typical way to obtain the knowledge and abilities required for this position would be:

Education/Training
High School Graduation or Equivalent

Experience
Basic Office Technology

Licenses or Certifications Required
N/A

The following generally describes the knowledge and abilities required in order to successfully perform the assigned duties of the position:

Knowledge of:

• Operations and procedures of Water, Wastewater, Public Works and Utilities Administration departments.
• Dispatching procedures including 10-codes. Knowledge of computer, two-way radios and related office equipment used in dispatching.
• Street system, water and sewer lines and related infrastructure of City of Phenix City.

Ability to:

• Read and comprehend procedures, regulations and related documents.
• Write to prepare notes of calls, service orders, and related forms and records.
• Add, subtract, multiply and divide.
• Verbally communicate to speak to individuals and engage in radio transmissions and talk on telephone.
• Enter text and numerical data and process service orders.
• Handle pressure of answering radio and multi-line telephone.
• Identify nature of problem, retain and record necessary information and assist callers.
• Work as a member of a team.

Physical Demands & Working Environment

The conditions herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. In compliance with the Americans with Disabilities Act, the city encourages both prospective and current employees to discuss potential accommodations needed to perform the essential duties of this position.

Environment: Indoor Office environment

Physical Demands: See accompanying page for details

Key Working Relationship: Utilities and Public Works Department Staff and Citizens

Current city employees wishing to apply should send Internal Job Application Form provided by the Human Resources to the Human Resources Director by the deadline stated. (A courtesy copy will be sent to the employee’s department head.) Applications must be picked up at: City of Phenix City Human Resources Office, 1103 Broad Street, Phenix City, Alabama 36867

Telephone: 334-448-2706.