TW&L OPERATOR/DISPATCHER

SUMMARY: 

Works nights, weekends and holidays - Receives calls to request service and report outages and/or damages to electric, water and/or sanitary sewer utilities as well as damages to storm sewer facilities and streets; routes and dispatches calls to appropriate personnel; prepares service request tickets, records, forms and orders; provides information to customers.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

Include the following. Other duties may be assigned. 

• Receives, routes and dispatches calls by telephone and radio for repairs, maintenance and emergencies; determines appropriate action to handle calls properly. 
• Coordinates the work within the area with other areas, departments and outside agencies. 
• Receives and answers inquiries from various areas, departments, customers and outside agencies. 
• Notifies appropriate personnel of any abnormal/emergency conditions such as outages, injuries, absences, damages, etc.; communicates with various field personnel in order to stay abreast of normal/abnormal conditions. 
• Prepares/processes and maintains dispatcher log cards, various records, maintenance tickets, orders, forms, maps and listings. 
• Researches files, maps and listings to provide information to requesting parties or to correct information on forms, orders and tickets. 
• Receives and handles customer complaints after normal Division working hours. 
• Enters and retrieves data utilizing computer input/output equipment; audits printout as required. 
• Receives customer delinquent payments after hours for restoral of service and receives new customer deposits and writes service orders for meter installations other than regular hours in emergency situations.

SUPERVISORY RESPONSIBILITIES:

None

QUALIFICATION REQUIREMENTS:  To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.  The requirements listed below are representative of the knowledge, skill and/or ability required.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

EDUCATION AND/OR EXPERIENCE:

High School Diploma or Acceptable Equivalent (i.e. GED).

LANGUAGE SKILLS:

Ability to follow oral and written instructions and to communicate (verbally) in a clear and concise manner with work associates and the general public.

MATHEMATICAL SKILLS:

Accuracy in basic mathematical calculations (i.e. addition, subtraction, multiplication and division).

REASONING ABILITY:

Ability to apply principles of logical or scientific thinking in routine and non-routine functions of operation, maintenance and construction of overhead and underground electric, water and sanitary sewer utility installations.

CERTIFICATES, LICENSES, REGISTRATIONS:

None

PHYSICAL DEMANDS:  The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee is regularly required to talk and hear. The employee is subject to noise, eye fatigue, sitting for long periods of time and a stressful environment. 
• The employee will occasionally lift and/or move ten (10) or more pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

WORK ENVIRONMENT:  The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• While performing the duties of this job, the employee routinely works in the office. Shift work is required and occasionally overtime work is required.   The employee works in a stressful environment including spontaneous decision making and constant monitoring of the radio.