Communications Clerk II

Job Summary

The Communications Clerk II is responsible for ensuring all Field Services, Construction and Water Distribution work is assigned and completed in the work window scheduled by the customer. They communicate work assignments and modifications to service personnel using telephone and radio/web-based communication equipment, monitor and maintain the 811 locate system, and utilize software systems to resolve emergencies.

Responsibilities

• Promptly dispatch gas leaks and other urgent orders as required.
• Record and maintain associated records.
• Create corresponding notifications in software system for emergency situations.
• Navigate the Geographic Information Systems (GIS) and Global Positioning System (GPS) system for related service information and technician locations.
• Have direct line of contact with outside Fire and Police Departments, dispatching emergency personnel, Service Technicians, or Field Foremen as needed.
• Receive and make telephone and radio/web-based calls pertaining to appointments, inspections, verification of orders, re-date orders, and other internal/external customer and service personnel requests.
• Assign work orders, not assigned by software system to include, but not limited to, gas and water on/off orders, meter reads, tappings, appliance orders, fittings, inspections, emergency orders and miscellaneous complaints.
• Obtain information from and maintain various files to include, but not limited to, gas and water service cards, pending and completed work orders, and heating permits.
• Add, adjust, or remove technician’s time in software system, in accordance with daily work schedule, phone calls or emails related to operations field personal.
• Operate and handle incoming communication from an offsite location to meet District needs in accordance to established policies and procedures.
• Perform a variety of clerical/maintenance duties as assigned.
• Aid other divisions with dispatch duties to meet District needs, occurring both during and outside of normal working hours.
• Maintain barricade, paving and other miscellaneous records as communicated from field personal.
• Close locate tickets, place emergency and standard locate tickets, update or refresh tickets, print and send locate tickets to corresponding Foreman, submit non-response tickets and process meets when required.
• Support the development of other team members through knowledge sharing and ongoing feedback with the Training & Quality Assurance Specialist and Supervisor, Dispatch Office.
• Proactively offer process improvement suggestions to enhance the efficiency of the Dispatch office.

Requirements

• Minimum of 4 years of experience dealing with emergency situations as it relates to public safety.
• Minimum of 2 years of experience dealing with or having direct contact with outside customers.
• Previous experience utilizing a variety of communications media to include, but not limited to, e-mail, mobile radio/web and telephone communication systems.
• Knowledge of District policies and procedures related to safety and emergency guidelines.
• Efficient written and verbal communication skills, in English, to assist internal and external customers, co-workers and management professionally, regardless of provocation.
• Machine skill speed of 25 words per minute.
• Ability to work assigned shift to include weekends and holidays as scheduled.

Qualifications

• High School Diploma or General Education Diploma (GED).
• Associate's Degree or other higher level education degree preferred.

Skills

• Ability to work outside of normal business hours to meet District needs.
• Ability to work overtime to include weekends/holidays; may be necessary to provide quality service to customers during times of high volume or vacancies.
• Ability to operate and handle incoming communication from an offsite location to meet District needs in accordance to established policies and procedures.
• Knowledge of District policies and procedures related to safety and emergency guidelines.
• Efficient written and verbal communication skills, in English, to assist internal and external customers, co-workers and management professionally, regardless of provocation.
• Demonstrated ability to provide high quality service to customers by combining excellent problem solving and decision-making skills with a strong desire to help others.
• Proficiency with personal computers, tablets, and/or other electronic devices to include familiarity with, but not limited to, Microsoft Office Suite (Excel, Outlook, Word) and enterprise wide software (e.g., SAP & GIS).
• Ability to learn new or upgraded computer software as required.
• Ability to work assigned shift to include weekends and holidays as scheduled.

Benefits

Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire: Required - Pre-employment Background Check & Drug Screen.

Pay

Standard Wage: $43.40

Schedule

Full-Time

Physical Demands

• Stationary Position - Constantly
• Move/Traverse - Occasionally
• Stationary Position/Seated - Constantly
• Transport/Lifting - Rarely
• Transport/Carrying - Rarely
• Exerting Force/Pushing - Rarely
• Exerting Force/Pulling - Rarely
• Ascend/Descend - Occasionally
• Balancing - Rarely
• Position Self/Stooping - Rarely
• Position Self/Kneeling - Rarely
• Position Self/Crouching - Rarely
• Position Self/Crawling - Rarely
• Reaching - Frequently
• Handling - Frequently
• Grasping - Frequently
• Feeling - Frequently
• Communicate/Talking - Constantly
• Communicate/Hearing - Constantly
• Repetitive Motions - Frequently
• Cordination - Rarely