Customer Service - Dispatcher

Under the supervision of the Dispatch Coordinator, the Dispatcher will handle urgent requests regarding the Authority’s water, wastewater, and stormwater services to provide 24/7 assistance to customers and outside agencies. This is a remote position; however, candidates may be required to attend an in-person, 6-week new hire training or report to the office upon request throughout employment. 

RESPONSIBILITIES
● Receive notification of urgent water, wastewater, and stormwater issues and dispatch crews for investigation and/or repair
● Receive requests for service to PWSA’s water, wastewater, and stormwater assets via telephone and email from the general public, PWSA departments, and outside agencies 
● Create and dispatch appropriate service and work orders and prepare accurate reports
● Monitor radio channel for field personnel requests to and from Dispatch. Notify appropriate supervisory personnel, city departments, and other utilities of emergencies and/or dig sites
● Enter and respond to tickets related to on-site excavation work and Pennsylvania One Call
● Enter and update service outages in the GIS tracking system
● Maintain the Service Outages webpage at https://www.pgh2o.com/projects-maintenance/service-outages and alert affected customers via automated outbound calls
● Respond to tickets assigned to PWSA by the City of Pittsburgh’s 311 Response Center
● Maintain work records electronically
● Obtain knowledge of PWSA policies, procedures, and territory geography
● Navigate GIS mapping and provide the location of main and service lines, valves, hydrants, etc. to field crews
● Process returned mail as assigned electronically and complete routine clerical tasks
● Perform other tasks as assigned or required

KNOWLEDGE, SKILLS & ABILITIES
● Considerable knowledge of customer service best practices
● Ability to work in a fast-paced environment
● Technology skills to maintain databases and utilize numerous third-party applications
● Operate standard office equipment
● Ability to multitask and meet deadlines
● Strong communication and analytical skills, and effective business writing skills
● Ability to maintain working relationships with key staff and the public
● Knowledge of Authority and City ordinances related to water distribution, sewer, stormwater and other technical information, such as valves, meters, plumbing, pipeline drawings and maps 
● Ability to communicate and enunciate clearly, effectively, and professionally over radio and telephone

EDUCATION / EXPERIENCE REQUIREMENTS
The following requirements list the minimum education/training/experience required to qualify for this job. An equivalent combination of education and/or experience may be accepted.
● High School diploma or GED
● One (1) year of communication experience including dispatch experience with computer aided technology or an equivalent combination of training and experience

GENERAL REQUIREMENTS
Applicant must present a current, valid Class C (Class 1) PA Motor Vehicle Operator’s License at the time of application or prior to appointment.  A valid driver’s license must be maintained throughout employment.

Applicant must have permanent residency in Allegheny County at time of appointment and remain a permanent resident throughout employment with the PWSA. Verification of Allegheny County residence is required at time of filing application.

SUPERVISION EXERCISED / RECEIVED
No direct reports/ Will receive supervision directly from the Dispatch Coordinator. 

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

The physical demands consist of walking, climbing stairs, finger movements including fine dexterity and coordination, hearing conversation, seeing near and far, and speaking clearly. Frequently bending, stooping, repetitive leg and arm movements, lifting up to 25 lbs. 

CONDITIONS
While performing the duties of this job, the employee is regularly exposed to a moderate or quiet noise level in the office work environment. Subject to remain on duty beyond normal hours or during emergency situations or other extensive periods.

MEDICAL EXAMINATION
Employment may be contingent upon the results of a post-offer (initial employment or promotion) physical examination performed by the Authority's examining physician.

DRUG TESTING
Employment may be contingent upon the results of a post-offer (initial employment or promotion) drug screening. Continued employment may be subject to drug and alcohol testing conducted without advance notice and without individualized suspicion.

PRE-EMPLOYMENT BACKGROUND INVESTIGATION
Ability to successfully pass a thorough investigation consisting of a criminal history check, verification of prior employment and performance, reference, and credentials checks, and in some cases credit history.

Applicants are subject to a System for Award Management (SAM) or any successor system search as maintained by the General Services Administration (GSA) to ensure compliance with federal procurement and non-procurement programs.

Applications: You may be considered for other available positions based on qualifications provided on your employment application. If you have questions regarding your application, please contact the Human Resources Department at: 
 
PWSA Human Resources Department 
1200 Penn Avenue 
Pittsburgh, PA 15222 
412-255-8800 
hr@pgh2o.com  
 
An Equal Opportunity Employer: The Pittsburgh Water and Sewer Authority (PWSA) is proud to be an Equal Employment Opportunity Employer. We do not discriminate based on any legally protected statuses, including, but not limited to race, color, ancestry, religion, national origin, sexual orientation, age, marital or family status, disability, gender, gender identity or expression, pregnancy status, or veteran status. PWSA is committed to providing candidates with reasonable accommodations for those with disabilities during our recruiting process; if you need assistance, please contact us at hr@pgh2o.com or 412-255-8800. 
 
Position: Dispatcher 
Division: Customer Service  
Rate: $21.55 (Probationary Rate) | $23.23 (Full Rate) 
Union: American Federation of State, County and Municipal Employees (AFSCME) District Council 84 Local 2719 
FLSA: Non- Exempt 
Application Deadline: 5/10/2024