JOB SUMMARY
Responsible for dispatching the proper crew to service locations, managing service requests, coordinating service activities, and ensuring prompt and effective resolution of customer issues. The ideal candidate will have strong communication skills, a customer-focused attitude, and the ability to thrive in a fast-paced environment.
MAJOR DUTIES
- Responsible for dispatching via radio and/or telephone the appropriate crew to problem areas and/or for service calls received via telephone, email, or Trello.
- Responsible for creating, distributing, and maintaining all on call list for at least 90 days out.
- Responsible for creating, maintaining, and distributing all Friday work assignments at least two weeks out.
- Responsible for receiving and coordinating vehicle repairs.
- Responsible for creating and maintaining a database for routine maintenance for street and sanitation vehicles.
- Responsible for coordinating community education on streets and sanitation policies and requirements.
- Responsible for paying department bills in a timely manner.
- Answers telephone and greets visitors; provides information and assistance; routes calls to appropriate personnel.
- Responds to customer complaints and concerns and dispatchesappropriate personnel
- Coordinates and creates work orders for crew leaders
- Coordinates and schedules with Streets & Sanitation Supervisor
- Prepares and processes department timesheets
- Prepares purchase orders and requisitions; performs monthly reconciliation of purchase card transactions
- Communication with customer service and other departments when needed
- Serve as the primary point of contact for customers regarding service inquiries, updates, and issue resolution
- Maintains and manages accurate records/files
- Attends Department and City meetings when Department Manager is unavailable
- Problem Solving: Addresses and resolves service-related issues promptly, escalating complex problems to supervisors or management as needed.
- Documentation and Reporting: Maintains accurate records of service requests, work orders, and daily activities; generates reports to track service performance and identify future needs
- Performs other duties as assigned
KNOWLEDGE REQUIRED BY THE POSITION
- Knowledge of modern office practices and procedures.
- Knowledge of dispatching and dispatching equipment
- Knowledge of computers and job-related software programs.
- Skill in the provision of customer service
- Skill in prioritizing and organizing work
- Knowledge of city and departmental policies and procedures
- Knowledge of work order management principles
- Knowledge of department and City software
SUPERVISORY CONTROLS
Streets and Sanitation Manager
GUIDELINES
Guidelines include city and department policies and procedures. These guidelines are generally clear and specific but may require some interpretation in application.
COMPLEXITY/SCOPE OF WORK
- The work consists of related administrative, customer service, and technical duties. Frequent interruptions contribute to the complexity of the position.
- The purpose of this position is to provide administrative and technical support for department operations. Successful performance contributes to efficiency and effectiveness of department operations.
CONTACTS
- Contacts are typically with coworkers, public safety personnel, customers, vendors, and members of the public.
- Contacts are typically to exchange information, resolve problems, and provide services.
PHYSICAL DEMANDS/ WORK ENVIRONMENT
- The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping.
- The work is typically performed in an office.
SUPERVISORY AND MANAGEMENT RESPONSIBILITY
None.
MINIMUM QUALIFICATIONS
- Knowledge and level of competency are commonly associated with completion of specialized training in the field of work, in addition to basic skills typically associated with a high school education.
- General knowledge of city jurisdiction to include streets and businesses.
- Ability to communicate and work with other departments.
- A basic knowledge of hazardous materials (Certification preferred)
- A minimum of three years of dispatching experience in government or the private sector.
- Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent.
- Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for three to five years
- Strong organizational skills and attention to detail
- Comprehensive knowledge in accounts payables and receivables
- Proficient use of Microsoft Word, Excel, PowerPoint and Outlook; proficient use in service management software or CRM systems
- Ability to multitask and prioritize tasks effectively