Traffic Customer Service & Data Entry Operator/ CHAMP Dispatcher

Maldonado-Burkett, LLP (M-B), a Texas-based Engineering firm established in 2007, has an immediate opening in Thomaston, GA for a Traffic Customer Service & Data Entry Operator/CHAMP Dispatcher. M-B nurtures a culture where team members are supported, included, and empowered to make meaningful decisions. We have steadily grown to six offices across Texas and Georgia with more than 100 team members and offer generous opportunities for career development and growth.

About the role

This is an entry-level, full-time, hourly, on-site position based out of the District 3 Operation Center in Thomaston, GA. The role provides on-the-job training and requires physical presence at the client's location with limited prospects for remote work. Operations are conducted 24/7/365, so employees may be required to work holidays, weekends, and special events. Reliable transportation is required as the site is not accessible via public transportation.

Responsibilities

• Answer all calls that come into the 511GA system from the traveling public regarding stalled vehicles, signals not working properly, debris in roadway, etc.
• Provide outstanding customer service when responding to customer calls.
• Work with GDOT personnel for all signal and maintenance-related issues on all state routes and Interstates within the 31 counties of the district.
• Detect and manage traffic incidents and reports of roadway maintenance needs from multiple sources by directing calls to appropriate responding resources, such as CHAMP, local police, GSP (Georgia State Patrol), ATMC (Atlanta Traffic Management Center), and GDOT personnel.
• Ensure all roadway incidents are entered and managed in ATMC's NaviGAtor system and tracked accordingly.
• Maintain all construction events across the entire state of Georgia excluding the Metro Atlanta area.
• Perform record keeping, logging of required information, equipment checks, data gathering, and updating of manuals and contact lists.
• Coordinate with in-field CHAMP Operators and/or GDOT personnel to assist with accidents, stalls, debris, vehicle fires, and other issues affecting the Interstate or State Routes.
• Maintain operational awareness of the location of all field CHAMP Operators assigned to that shift.
• Ensure that all radio communications are in compliance with Department and F.C.C. rules and regulations.
• Adhere to radio protocol and procedures; use proper 10-codes.
• Detect and confirm scheduled or unscheduled traffic incidents and use available adjusted information to traffic signal schedules to account for changing roadway conditions.
• Disseminate pertinent traffic incident and traffic signal information to the public via Dynamic Message Signs, social media, email, and telephone communications.
• Obtain and report traffic incident status information to and from multiple agencies.
• Manage traffic incidents and traffic signal information in accordance with the applicable standard operating guidelines.

Requirements

• Proficiency in Microsoft Word and Excel (data entry skills).
• Experience in a call center or extensive customer service background.
• Previous experience working in a position with heavy telephone, radio, and computer usage.
• 911 Operator or dispatching experience preferred.
• Ability to multitask.
• Demonstrated proficiency in dispatching field personnel via radio.
• Effective written and verbal communication skills, including proper English, diction, grammar, and spelling.
• Ability and interest in learning new computer programs.
• Ability and interest in reading, interpreting, and communicating technical information.
• Willingness and ability to solve problems, prioritize duties, and complete required tasks effectively.
• Ability to learn principles, procedures, and techniques involved in incident/congestion management and general traffic signal design.
• Ability to utilize integrated software along with radio, voice, email, and data communications.
• Ability to obtain and disseminate relevant information from a variety of resources including CCTV, field personnel, internet, two-way radio, and customers.
• Ability to solve problems, prioritize duties, and complete required tasks promptly.
• Must be a team player, able to work independently, and work well with various personality types.
• Must consistently present a positive and professional image.
• Must be organized, responsible, and timely.

Conditions of Employment

• Subject to a Motor Vehicle Record Check; satisfactory driving records are required.
• Must pass a pre-employment drug screen; additional drug and alcohol testing may occur for safety impact employees.
• Criminal background check required; an unsatisfactory report may disqualify an applicant.
• Must provide documents establishing identity and employment eligibility within three (3) days of hire.

Benefits

• Health, Dental, and Vision insurance with employer contribution.
• Employer-matched 401(k).
• Health Savings Account.
• Employer-paid life insurance.
• Paid holidays and PTO accrual.
• Professional development opportunities.

Pay

$17.80 per hour.