Dispatcher 26-112

Applications accepted through Sunday, September 6, 2026.

About the role

Under limited supervision, provides effective and efficient communication support to all areas of CWS. Receives, logs, and relays pertinent information to and from associates and external customers.

Pay

Salary range: $45,760.00 ($22.00/hr.) – $68,640.00 ($33.00/hr.)
Hiring range: $45,760.00 ($22.00/hr.) – $57,200.00 ($27.50/hr.)

Schedule

8:00 am – 5:00 pm with rotating shifts to include nights, weekends, emergencies, and holidays. Must be able to work varied shifts as scheduled between the hours of 7 am to 11 pm.

Responsibilities

• Receive, research, coordinate, and dispatch complex emergency services requests between external customers and CWS associates (Water Distribution, Wastewater, Meter Technology, HWTP, contractors, etc.) via telephone and Microsoft Teams.
• Communicate information needed to accomplish field tasks, including locate meters, mains, manholes, street pipes, street valves, and new streets, using CRIS, Mainframe, Cityworks, Google Maps, and GIS systems.
• Coordinate with emergency personnel (Fire, Police via dedicated telephone line, EMS).
• Provide security and safety surveillance.
• Maintain record-keeping systems for verification of field associates' work orders/requests.
• Create, cancel, and resolve work orders; maintain MS Teams and telephone communications to disseminate information to field associates.
• Accurately communicate policies, rates, fees, and procedures to customers; analyze situations and adopt effective courses of action.
• Maintain current knowledge of routes and locations to ensure timely services and accurate information.
• Receive and coordinate information from various departments to send the weekly on-call schedule via email.
• Respond to all messages via telephone and email; follow up on pending and recommended work with customers using the pending work log and updating customer files.
• Research and explain billing and account information to customers.
• Interact with staff to ensure proper disposition of customer service requests.
• Perform analysis, comprehensive research, accurate calculation, proper documentation, and distribution of daily reports, account updates, balances, and field service requests to maintain the billing process within a fixed schedule.
• Assist with training newly assigned associates; compile and input account records.
• Perform other related duties as assigned.

Requirements

• Three (3) years of customer contact experience in a related field.
• High School Diploma or GED preferred; prefer experience as a dispatcher in a business office or related field.
• Working knowledge of written and verbal communication skills.
• Computer and related software applications knowledge (printer, calculator, copier, facsimile machine) and general use of business math.
• Able to function independently in a multi-task environment and as part of a team.
• Ability to write clearly, spell correctly, establish priorities, and pass on information as needed.
• Geographical knowledge of service area or map-reading skills.
• Clear, audible voice capable of being projected over telephone.
• Prior work record indicating dependability and conscientiousness.

Skills

• Communication Skills: Listen and speak to people by phone, respond via MS Teams, or email information to customers who are often in distress. Ability to listen, speak/type plainly, and communicate effectively is necessary.
• Ability to Multitask: Track and coordinate multiple personnel simultaneously.
• Problem-Solving Skills: Prioritize critical situations and think quickly on your feet.

Physical Requirements

• Frequent sedentary work with constant maneuvering (reaching, pulling objects, rotating body while sitting).
• Occasionally exert up to 25 lbs. of force to lift and transport objects; objects greater than 50 lbs. require a two-person operation.
• Ability to effectively use personal computers, printers, telephones, calculators, copy machines, fax machines, and assigned software.
• Ability to distinguish subtle or slight changes in pitch or noise level.
• Ability to understand and execute complex written and oral instructions.
• Ability to observe and comprehend computer screens and dispatch programs for information.
• Ability to express or exchange detailed information via written and oral communications with customers and staff.
• Ability to identify, reach, and handle documents for record-keeping.
• Ability to perform tasks during extended periods while seated or standing.
• Must be able to wear Personnel Protective Equipment (PPE) as defined in the Job Safety Analysis (JSA).
• Constant communication via telephone in a call center environment.

Training

• OSHA and Departmental safety training as required.
• Skills-based training.
• Standard Operating Instruction (SOI) per department requirements.
• ISO 14001 standards for department and company.
• See Department Competency and Training Matrix for this position.

Career Path

Eligibility for promotion to various positions throughout the Commission depends on individual qualifications. Potential roles include:

• Dispatcher Coordinator
• Call Center Coordinator