What are the responsibilities and job description for the Call Center Dispatcher position at City of Mesquite?
General Summary
Salary: $15.75/hr. - $16.63/hr. midpoint (Depending on Qualifications)
To participate in the dispatching of personnel and equipment; while monitoring the control of the city owned water pumping and storage facilities; answering multiple phone lines and providing excellent customer service for call center related calls; monitoring of the City of Mesquite’s Service Center security system will be included in the performance of this position.
You can search for this position's full job description here.
SUPERVISION
General supervision is provided by the Call Center Supervisor.
Essential Duties And Responsibilities
EDUCATION
High School Diploma or GED.
Experience
One year of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a call center or customer service environment is preferred.
Must be able to type 20 words per minute
LICENSES AND CERTIFICATES
None.
Obtain a “Class D” water operator’s certification from the TCEQ within one year of employment.
Failure to obtain certification will result in non-disciplinary termination.
WORK SCHEDULE
Monday - Friday: 7am to 3pm
Physical Requirements / Work Environment
This position does not require a physical for employment.
Applicants with disabilities meeting the job requirements and capable of performing the essential functions of the job, either on their own or with reasonable accommodations, are encouraged to apply.
Full Time Employees
The City of Mesquite offers the Zero Premium, Employee Only Benefits under the following plans: High Deductible Medical Plan, Dental HMO Plan, Vision Plan, and Life Insurance.
The City is self-insured and offers a choice of two medical plans: HSA, and High Deductible Medical Plans through Blue Cross Blue Shield of Texas. Employee medical coverage goes into effect the first day of the month following 30 days of employment. Coverage is available to all full-time employees at group rates. Employees enrolled in the City's self-insured medical plan also have access to the Mesquite Employee Health Center (MEHC) clinic and pharmacy.
The City offers three dental plan options: a managed plan (DHMO), an indemnity plan (DPPO), an enhanced indemnity plan (DPPO Enhanced). Coverage is available to all full-time employees at group rates.
The City offers free Vision Insurance to all employees. Dependents can be added for an additional fee.
Basic Group Life Insurance protection is provided to eligible full-time employees in the amount of two times the annual salary as recorded at the beginning of each year. The following voluntary benefits are available to full-time employees: Supplemental Life, AD&D Insurance, Cancer Insurance and Long-Term Disability
Texas Municipal Retirement System (TMRS): All employees appointed to positions designated to work 1,000 hours or more per year must participate in the TMRS. TMRS is a qualified tax-deferred retirement plan under Section 401 of the IRS. Seven (7) percent of gross earnings are deducted each payroll as a pre-tax deduction and deposited into the member account. When an employee becomes vested and retires, the City provides 2-to-1 matching contributions.
Other benefits include Social Security, Tax Saver Program (Section 125 Flexible Spending Account), Deferred Compensation Plans, Direct Deposit, Paid Holidays, Paid Vacation, Sick Leave and Personal Leave.
For more information about the City of Mesquite's employee benefits, please visit: http://www.cityofmesquite.com/hrbenefits
01
Select the option that best represents the highest level of education you have achieved.
Indicate the amount of experience you have in customer service in receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a call center or customer service environment.
Can you type at least 20 wpm?
Do you currently hold a Class D Water Operator's Certification from the TCEQ or the ability to obtain within one year of employment?
PLEASE READ CAREFULLY: If you are a current City of Mesquite employee, have you been employed in your current position with the City of Mesquite for at least 3 months? Please indicate the option that best represents your current status.
Salary: $15.75/hr. - $16.63/hr. midpoint (Depending on Qualifications)
To participate in the dispatching of personnel and equipment; while monitoring the control of the city owned water pumping and storage facilities; answering multiple phone lines and providing excellent customer service for call center related calls; monitoring of the City of Mesquite’s Service Center security system will be included in the performance of this position.
You can search for this position's full job description here.
SUPERVISION
General supervision is provided by the Call Center Supervisor.
Essential Duties And Responsibilities
- All behaviors comply with the Code of Conduct & Rules of Behavior outlined in chapter 8 of the General Government Policies and Procedures Manual.
- Ensure the highest level of service is provided to all residents and internal/external customers.
- Monitor and respond to various calls, including two-way radios, mobile radios, and telephones; verify and monitor staff unit locations; record and input all service calls; prepare, prioritize and relay various requests for service, including emergency situations.
- Receives non-emergency and city services calls from residents and generates the appropriate service request(s) and/or dispatching of appropriate crews and equipment for emergency calls from residents.
- Manages customers’ complaints, service requests and inquiries in the city’s work order systems, service requests systems and databases.
- Monitor various chart recorders dealing with the City’s water pumping and storage facilities; the ability to recognize problems and report them to water production personnel in a timely manner; learn the basic operation of the water system.
- Answer questions and provide information to the public; receive citizen requests and questions, and route crews and manpower appropriately.
- Respond to emergency situations as requested, including hazardous and severe weather conditions that may involve fires, floods and tornadoes or loss of power.
- Provide staff support to assist division staff in the completion of their duties and responsibilities.
- Enter information into the computer system, including work orders, system changes, and messages.
- Prepare written service requests; record hourly observations of the City water systems.
- Prepare and maintain a variety of files and filing systems; prepare, maintain and update various records, including work orders.
- Ability to learn and operate a Supervisory Control and Data Acquisition (SCADA) control system.
- Monitor the flow of water from reservoirs into the various zones throughout the City water system.
- Perform other duties as assigned.
EDUCATION
High School Diploma or GED.
Experience
One year of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a call center or customer service environment is preferred.
Must be able to type 20 words per minute
LICENSES AND CERTIFICATES
None.
Obtain a “Class D” water operator’s certification from the TCEQ within one year of employment.
Failure to obtain certification will result in non-disciplinary termination.
WORK SCHEDULE
Monday - Friday: 7am to 3pm
Physical Requirements / Work Environment
This position does not require a physical for employment.
Applicants with disabilities meeting the job requirements and capable of performing the essential functions of the job, either on their own or with reasonable accommodations, are encouraged to apply.
Full Time Employees
The City of Mesquite offers the Zero Premium, Employee Only Benefits under the following plans: High Deductible Medical Plan, Dental HMO Plan, Vision Plan, and Life Insurance.
The City is self-insured and offers a choice of two medical plans: HSA, and High Deductible Medical Plans through Blue Cross Blue Shield of Texas. Employee medical coverage goes into effect the first day of the month following 30 days of employment. Coverage is available to all full-time employees at group rates. Employees enrolled in the City's self-insured medical plan also have access to the Mesquite Employee Health Center (MEHC) clinic and pharmacy.
The City offers three dental plan options: a managed plan (DHMO), an indemnity plan (DPPO), an enhanced indemnity plan (DPPO Enhanced). Coverage is available to all full-time employees at group rates.
The City offers free Vision Insurance to all employees. Dependents can be added for an additional fee.
Basic Group Life Insurance protection is provided to eligible full-time employees in the amount of two times the annual salary as recorded at the beginning of each year. The following voluntary benefits are available to full-time employees: Supplemental Life, AD&D Insurance, Cancer Insurance and Long-Term Disability
Texas Municipal Retirement System (TMRS): All employees appointed to positions designated to work 1,000 hours or more per year must participate in the TMRS. TMRS is a qualified tax-deferred retirement plan under Section 401 of the IRS. Seven (7) percent of gross earnings are deducted each payroll as a pre-tax deduction and deposited into the member account. When an employee becomes vested and retires, the City provides 2-to-1 matching contributions.
Other benefits include Social Security, Tax Saver Program (Section 125 Flexible Spending Account), Deferred Compensation Plans, Direct Deposit, Paid Holidays, Paid Vacation, Sick Leave and Personal Leave.
For more information about the City of Mesquite's employee benefits, please visit: http://www.cityofmesquite.com/hrbenefits
01
Select the option that best represents the highest level of education you have achieved.
- Less than High School completion
- High School or GED equivalency
- Technical or Community College attendance
- Technical School completion
- Associate's Degree
- Bachelor's Degree
- Master's Degree
- Ph.D.
- Juris Doctorate
Indicate the amount of experience you have in customer service in receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a call center or customer service environment.
- No Experience
- Less than 3 months
- 3 months to less than 6 months
- 6 months to less than 1 year
- 1 year to less than 2 years
- 2 years to less than 3 years
- 3 years to less than 4 years
- More than 4 years
Can you type at least 20 wpm?
- Yes
- No
Do you currently hold a Class D Water Operator's Certification from the TCEQ or the ability to obtain within one year of employment?
- Yes
- No
PLEASE READ CAREFULLY: If you are a current City of Mesquite employee, have you been employed in your current position with the City of Mesquite for at least 3 months? Please indicate the option that best represents your current status.
- No, I do NOT work for the City of Mesquite
- Yes, I am a current seasonal employee with the City of Mesquite
- Yes, I have been in my current City position as a fulltime/parttime employee for at least 3 months
- No, I have NOT been in my current City of Mesquite position as a fulltime/parttime employee for 3 months
- Required Question
Salary : $16 - $17