Dispatcher

About the role

Works under the general supervision of the assigned supervisor in the division, providing customer service, administrative support, and data entry duties.

Responsibilities

• Receives, monitors, and processes citizen complaints and requests into appropriate systems regarding maintenance needs.
• Provides and validates follow-up regarding resolutions and incident information from service requests and complaints.
• Maintains and files electronic copies of complaints and resolutions.
• Answers telephone and obtains necessary information.
• Relays information to crew assigned to the area where the problem occurs, using a two-way radio.
• Inputs and records complaint/request information such as time, location, nature of call, and action taken, and maintains follow-up status.
• Updates and conducts routine audits of daily dispatch logs.
• Creates and generates reports and other correspondence based on system-related data regarding complaints and requests.
• May log and track forms such as Request for Leave and Personnel Change Forms when assigned.
• May prepare accounts payable check requests and route mail to the appropriate destination when assigned.
• Refers and routes other service centers' calls or requests to the appropriate department or agency.
• Tracks and monitors trucks or equipment to ensure efficient dispatching of calls.
• Interacts and communicates verbally and in writing with the general public, management, and staff on a variety of issues and concerns dealing with citizen complaints and service requests.
• Performs additional functions (essential or otherwise) which may be assigned.

Working conditions

• Work is performed in an office environment and involves contact with citizens and staff.
• Requires the ability to operate general office equipment such as a computer, telephone, and two-way radio.
• Must be able to communicate with the general public, staff, management, and other government agency staff members.

Qualifications

• High school graduation and four (4) years of customer service, clerical, or dispatching experience in receiving and addressing customer issues and/or complaints by telephone or two-way communication device.
• Any combination of experience and training which enables one to perform the essential job functions is acceptable.
• Experience and/or education in operating computer systems and two-way radio is preferred.

Pay

$45,884.28 per year