JOB
Do you have the ability to communicate empathy and concern, problem-solve and build a good connection with your customer? This position is part of a team of customer service professionals that provide excellent response to sanitary sewer and stormwater emergencies and maintenance requests. The Trouble Response Center (TRC) is the 24-hour communication center in Wastewater Collection Division (WCD) and Maintenance & Stormwater Management Division (MSMD) in the Department of Public Works and Environmental Services (DPWES). It is staffed seven days a week, including holidays, weekends, and county administrative leave days.Summary of Responsibilities: Provides excellent customer service to residents and business owners in a professional manner.Answers phone calls, replying to emails, and responding to any other type of communication such as virtual, electronic, or written.Uses GIS applications to research the location and ownership of sanitary sewers, stormwater, and other utility infrastructure to assist the investigation by field crews/inspectors, and to make appropriate decisions when responding to inquiries.Investigates and records appropriate information to create, update, and close service requests and work orders in asset management system.Updates boards, contractor information, staff availability, and logbooks on a daily, weekly, or biweekly basis as provided by supervisors, agency staff, and field crews.Monitors pumping stations alarms on SCADA and Scout systems.Dispatches appropriate trouble response inspectors to investigate complaints and check alarms.Maintains knowledge of environmental regulations plus having an understanding of general agency practices and policies, county website and SharePoint and other available resources and using them effectively to provide appropriate information, guidance, and response.Completes back up and initial compliance reports.Wastewater Management is part of the Department of Public Works and Environmental Services (DPWES), please visit us here to learn more about us.DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone.Benefits: Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates, and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual, and financial wellness. Please review our awesome benefits: BenefitsRetirementNOTE: The appointee to this position is subject to emergency callback 24 hours a day/seven days a week (24/7) to respond to snow, flood, and other emergencies requiring division resources. This position is required to maintain a flexible schedule to work rotating shifts of 8 or 12 hours.
SUPPLEMENTAL INFORMATION
MINIMUM QUALIFICATIONS: Any combination of education, experience, and training equivalent to high school graduation or a GED issued by a state department of education; and one year of engineering technical support work experience or one year of post-secondary vocational trade school or completion of one year of an applied science associate's degree.NECESSARY SPECIAL REQUIREMENTS: The appointee to this position will be required to complete a criminal background check and a pre-employment physical examination to the satisfaction of the employer.The appointee to this position will be required to be available twenty-four hours a day/seven days a week (24/7) to respond to snow, flooding, and other designated emergencies on an as needed basis.PREFERRED QUALIFICATIONS: Experience in or knowledge of wastewater and/or stormwater systems.Working in a field agency or utility company and/or with field crews providing technical support.Operating a variety of communication equipment to respond to residents, dispatch personnel, and respond to emergency calls which requires applying good communication and problem-solving skills, customer service, and the ability to work in a rapid pace environmentLocating information in tax map grids.Using asset management system (database system) to create work orders and retrieve maintenance history.Using Geographical Information System (GIS) applications.Experience in Microsoft Office Suite specifically MS Word, EXCEL, Outlook.PHYSICAL REQUIREMENTS: Ability to communicate, both orally and in writing to receive calls, research information, make decisions, input, access, and retrieve information from a computer, and dispatch by calling and texting trouble response inspectors and crews to emergency sites. Ability to lock the building, which requires the ability to walk around and verify that door locks and monitoring cameras are safe and secure. Ability to work 12-hour shifts, including night shifts, holidays, weekends, and county administrative leave days. Must be able to sit for long periods of time as necessary to cover a 12-hour shift. Requires the ability to stoop, bend and reach. Ability to be onsite to respond to pump station alarms, dispatch crews, and open security gates for employees responding to emergencies. Physically and mentally able to use all applicable personnel protective equipment in an outdoor environment, including hardhat, eye protection, hearing protection, safety footwear and personal fall arrest harness. All duties performed with or without reasonable accommodations.SELECTION PROCEDURE: Panel interview and may include exercise.The population of Fairfax County is very diverse where 38.7% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce. Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO/AA/TTY. #LI-JT1