Job Description

To perform technical and clerical duties in the receiving of public complaints and the dispatching of City of Duluth utility crews, personnel, and other applicable agencies of emergency and non-emergency maintenance and service needs.

Essential Duties & Responsibilities (other duties may be assigned)

1.      Assess, prioritize, and process information pertaining to emergency and non-emergency maintenance needs requiring the dispatch of personnel and equipment to work site locations and provide information to citizens and agencies.
2.      Using two-way radio and telephone equipment, dispatch appropriate personnel and equipment to work sites as necessary or as directed, based on factors of safety, urgency, work schedules, and proximity of available crew to site locations.
3.      Monitor and log all communications, arrival and departure times of all vehicles, equipment, and personnel.
4.      Serve as liaison to receive and relay information radio transmissions from field personnel to appropriate staff or other agencies.
5.      Interpret city maps for the purpose of guiding and assisting maintenance personnel in locating a work site or location of water and gas mains and sewer lines
6.      Monitor computer telemetry systems, security systems, weather service reports regarding anticipated snowfall or other severe weather conditions; and alert City of Duluth personnel as necessary.
7.      Provide basic Public Works & Utilities information to individuals, companies, agencies, and other City departments; respond to after-hours customer service inquires and coordinate service response with appropriate division.
8.      Attend job related training courses to improve and/or enhance job performance, including training to effectively handle after-hours customer service functions.
9.      Observe standard operating procedures and safety practices.
10.     Perform related duties as assigned.

Job Requirements

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skills, and abilities required.

Education & Experience Requirements
A.      Two (2) years of verifiable experience in a relevant dispatching, call center, or customer service oriented field.
B.      Utility experience preferred.

Knowledge Requirements
A.      Knowledge of utilities operations and computer capability.
B.      Knowledge of City boundaries and street locations.
C.      Knowledge of two-way radio operations, radio ten signals, and various.
D.      Knowledge of the basic capabilities and functions of word processing application software.
E.      Ability to communicate effectively orally and in writing.
F.      Ability to establish and maintain effective working relationships with supervisors, peers, employees, and members of the general public.

Skill Requirements
A.      Skill in record keeping.
B.      Skill in communicating logically and accurately in oral and written form.
C.      Skill in monitoring communications, telemetry, and weather equipment.
D.      Skill in working effectively under stressful situations.
E.      Skill in recording information accurately.
F.      Skill in using general office equipment such as telephone, fax, copiers, and computers.
G.     Skill in working independently or in a team atmosphere.
H.     Skill in customer relations.

Ability Requirements
A.      Ability to learn to operate two-way radio.
B.      Ability to effectively prioritize and execute tasks in a high-pressure environment.
C.      Ability to assess and prioritize Public Works & Utilities service needs.
D.      Ability to efficiently coordinate work assignments according to the locations and schedules of the service crews, and the urgency of the request.
E.      Ability to use and follow the Emergency Plan found in the Gas Operations & Maintenance Manual.
F.      Ability to accurately maintain detailed records.
G.      Ability to type, file and learn to use necessary office machines and computers.
H.      Ability to make quick decisions, using good judgment.
I.       Ability to be courteous and helpful to the public.
J.      Ability to establish and maintain effective working relationships with all levels of City staff, outside agencies, and the general public.
K.      Ability to communicate clearly and concisely, both orally and in writing.

Physical Ability Requirements
A.      Ability to hear and speak sufficiently to exchange information in person and by telephone.
B.      Ability to sit for extended periods.
C.      Ability to work shifts and weekends.
D.      Ability to read and interpret maps.
E.      Ability to work independently with minimal direct supervision.
F.      Ability to accurately read and enter numerical figures.
G.      Ability to lift and carry office equipment and printed materials weighing up to 15 pounds.
H.      Dexterity of hands and fingers to operate a computer keyboard and radio equipment.
I.        Ability to attend work on a regular basis.

How to Apply

Job Types: Full-Time. Salaries: 40,000 - 60,000.

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