Call Center Technician

Job Description:

• Provide professional customer service to residents, businesses, and local, state, and federal agencies.
• Answer, respond to, and route phone calls, emails, and other communications about sanitary sewer and stormwater emergencies and maintenance requests.
• Use GIS tools to research locations and ownership of sanitary sewer, stormwater, and utility infrastructure to support field crews and help make informed decisions when responding to inquiries.
• Investigate and record information to create, update, and close service requests and work orders in the Stormwater & Wastewater asset management system.
• Update boards, contractor details, staff availability, and logbooks daily, weekly, or biweekly based on information from supervisors, agency staff, and field crews.
• Monitor Pumping Stations Branch (PSB) alarms on SCADA and Scout systems, log PSB personnel entering and leaving stations during business hours, and relay alarm status to mechanical, electrical, or instrumentation staff.
• Use county systems to send emails and texts when dispatching TRI staff and crews to emergencies, and record arrival times, departure times, dates, locations, caller names, and assigned inspectors in the call center system.
• Maintain knowledge of environmental regulations, agency policies, the County website, SharePoint, and other resources to provide accurate information and guidance.
• Maintain knowledge of environmental regulations for Sanitary Sewer Overflow (SSO) and backup reporting and complete initial compliance reports.

Skills Required:

• Accountability – taking ownership of outcomes and resolving customer issues
• Customer service - providing timely, respectful, and effective support to meet and exceed customer needs and expectations
• Effective communication – relaying information to our customers (internal and external) in a clear and concise fashion.
• Problem solving – triaging the different communications CCC receives
• Flexibility and Resilience – willingness to work after hours and for emergency response inclement weather.

Experience Required:

• 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.

Education Required:

• High school graduation or a GED issued by a state department of education.

Work hours:

• Working/training between 20-32 hours on weekdays during business hours between 7a-4:30p.
• Once training has been completed it’s possible some staff will be filling in weekend or overnight shifts (7a-7p or 7p-7a).

Additional Information:

• 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

#NWKNonIT

Job Types: Full-time, Contract, Temporary

Pay: $17.00 per hour

Expected hours: 32 per week

Benefits:

• Dental insurance
• Health insurance
• Vision insurance

Education:

• High school or equivalent (Required)

Experience:

• Call center: 2 years (Required)
• Customer service: 2 years (Required)
• Engineering technical support: 1 year (Preferred)

Work Location: In person

Salary : $17