FIELD SERVICES DISPATCHER I

Job Title

DESCRIPTION OF WORK

DEPARTMENT: Business and Collections Services JOB SUMMARY: This position performs customer service and data entry duties in support of the meter reading and service connection/disconnection process.

Job Requirements

• Uploads and downloads meter data from hand-held computers.
• Dispatches Customer Service Technicians to complete work orders, including disconnections for non-payment.
• Monitors and responds to calls via two-way radio.
• Enters data related to mover orders and re-reads.
• Checks all re-reads for errors; makes copies of errors and records totals.
• Processes work orders for other departments.
• Answers telephone and provides information and assistance.
• Maintains office supply inventory.
• Performs other related duties as assigned.

Minimum Qualifications

• Knowledge of utility meter reading policies and procedures.
• Knowledge of utility field operations related to customer service.
• Knowledge of credit privacy laws.
• Knowledge of customer service principles.
• Skill in analyzing problems and identifying solutions.
• Skill in preparing clear and accurate reports.
• Skill in establishing cooperative and productive working relationships.
• Skill in setting priorities for competing projects.
• Skill in performing mathematical calculations.
• Skill in operating computers and other standard office equipment.
• Skill in interpersonal relations.
• Skills in oral and written communication.

SUPERVISORY CONTROLS: The Field Service Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results.

GUIDELINES: Guidelines include City administrative policy; City personnel policy; OSHA regulations; DOT rules; utility meter specifications; and FCC guidelines. These guidelines are generally clear and specific but may require some interpretation in application.

COMPLEXITY: The work consists of related technical data entry and customer service duties. The need for accuracy, strict deadlines, and frequent interruptions contribute to the complexity of the work.

SCOPE AND EFFECT: The purpose of this position is to provide customer service and technical support for the meter reading and meter connection/disconnection process. Success in this position results in accurate and timely provision of field services.

PERSONAL CONTACTS: Contacts are typically with other City personnel, customers, and members of the general public.

PURPOSE OF CONTACTS: Contacts are typically to give or exchange information, resolve problems, and provide services.

PHYSICAL DEMANDS: The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light and heavy objects.

WORK ENVIRONMENT: The work is typically performed in an office.

SUPERVISORY AND MANAGEMENT RESPONSIBILITY: None.

Knowledge, Skills and Abilities Requirements

• 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 one to two years.

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