To participate in the dispatching of personnel and equipment; while monitoring the control of the city owned water pumping and storage facilities; answering multiple phone lines and providing excellent customer service for call center related calls; monitoring of the City of Mesquite’s Service Center security system will be included in the performance of this position.

SUPERVISION

• General supervision is provided by the Call Center Supervisor.

• All behaviors comply with the Code of Conduct & Rules of Behavior outlined in chapter 8 of the General Government Policies and Procedures Manual.

• Ensure the highest level of service is provided to all residents and internal/external customers.

• Monitor and respond to various calls, including two-way radios, mobile radios, and telephones; verify and monitor staff unit locations; record and input all service calls; prepare, prioritize and relay various requests for service, including emergency situations.
• Receives non-emergency and city services calls from residents and generates the appropriate service request(s) and/or dispatching of appropriate crews and equipment for emergency calls from residents.
• Manages customers’ complaints, service requests and inquiries in the city’s work order systems, service requests systems and databases.
• Monitor various chart recorders dealing with the City’s water pumping and storage facilities; the ability to recognize problems and report them to water production personnel in a timely manner; learn the basic operation of the water system.
• Answer questions and provide information to the public; receive citizen requests and questions, and route crews and manpower appropriately.
• Respond to emergency situations as requested, including hazardous and severe weather conditions that may involve fires, floods and tornadoes or loss of power.
• Provide staff support to assist division staff in the completion of their duties and responsibilities.
• Enter information into the computer system, including work orders, system changes, and messages.
• Prepare written service requests; record hourly observations of the City water systems.
• Prepare and maintain a variety of files and filing systems; prepare, maintain and update various records, including work orders.

EDUCATION

• High School Diploma or GED.

EXPERIENCE

• One year of customer service experience receiving, processing and responding to telephone calls, walk-ins, and electronic service inquiries in a call center or customer service environment is preferred.

• Ability to type 20 words per minute.

LICENSES AND CERTIFICATES

• None

• Obtain a “Class D” water operator’s certification from the TCEQ within one year of employment.

• Failure to obtain certification will result in non-disciplinary termination.

WORK SCHEDULE (40-hour work week)

• Wednesday; 11:00 p.m. - 7:00 a.m. (deep night)
• Thursday; 11:00 p.m. - 7:00 a.m. (deep night)
• Saturday; 7:00 a.m. - 7:00 p.m. (12-hour shift)
• Sunday; 7:00 a.m. - 7:00 p.m. (12-hour shift)

This position does not require a physical for employment.

Applicants with disabilities meeting the job requirements and capable of performing the essential functions of the job, either on their own or with reasonable accommodations, are encouraged to apply.