Communications Clerk II

Position Summary

Under general supervision, the Communications Clerk II is responsible for ensuring all Field Services, Construction and Water Distribution work is assigned and completed in the work window scheduled by the customer, for communicating work assignments and modifications to service personnel with the use of telephone and radio/web-based communication equipment, for monitoring and maintaining the 811 locate system, utilizes software systems and takes appropriate action to resolve gas, water or locate system emergencies, follows the established guidelines of the Emergency Notification Procedures Manual as required. As needed, review, modify and provide account and billing information to the customer from Customer Relationship Management (CSM) system.

Minimum Requirements

• Required - Minimum of 4 years of experience dealing with emergency situations as it relates to public safety. and

• Required - Minimum of 2 years of experience dealing with or having direct contact with outside customers. Preference given to those with experience within the last five (5) years. Additional consideration given for emergency dispatch experience. and

• Required - Experience working in stressful and emergency/non-emergency situations with no assistance; taking immediate action while remaining composed and adhering to established policies/procedures. and

• Required - Previous experience utilizing a variety of communications media to include, but not limited to, e-mail, mobile radio/web and telephone communication systems.

Education

• Required - High School Diploma or General Education Diploma (GED)

Licenses, Certifications and/or Testing

• Required - Employee(s) in this position are covered under the Department of Transportation Drug and Alcohol testing provisions. This includes post-offer, random, post-accident, reasonable suspicion, follow-up, and return to duty testing. Upon Hire

• Required - Pre-employment Background Check & Drug Screen Upon Hire

Knowledge, Skills and Abilities

• Ability to work outside of normal business hours to meet District needs.

• Ability to work overtime to include weekends/holidays; may be necessary to provide quality service to customers during times of high volume or vacancies.

• Willing and able to operate and handle incoming communication from an offsite location to meet District needs in accordance to established policies and procedures.

• Knowledge of District policies and procedures related to safety and emergency guidelines.

• Efficient written and verbal communication skills, in English, to assist internal and external customers, co-workers and management professionally, regardless of provocation. This includes the ability to react promptly, calmly and accurately in emergency situations to provide clear, direct and professional communication. (Entry proficiency)

• Demonstrated ability to provide high quality service to customers by combining excellent problem solving and decision-making skills with a strong desire to help others.

• Proficiency with personal computers, tablets, and/or other electronic devices to include familiarity with, but not limited to, Microsoft Office Suite (Excel, Outlook, Word) and enterprise wide software (e.g., SAP & GIS). (Entry proficiency)

• Ability to learn new or upgraded computer software as required.

• Machine skill speed of 25 words per minute.

• Ability to work assigned shift to include weekends and holidays as scheduled.

Essential Functions

• Handle emergencies by taking immediate action as necessary for gas or water main breaks, service leaks, hydrant leaks, explosions, accidents, fires, and other emergencies and follow the established guidelines in accordance with the Emergency Procedures Manual, as required. Promptly dispatch gas leaks and other urgent orders as required. Record and maintain associated records.

• Send email notifications during emergency situations to parties deemed necessary in the Emergency Procedures Manual.

• Create corresponding notifications in software system for emergency situations deemed necessary in the Emergency Procedures Manual.

• Navigate the Geographic Information Systems (GIS) and Global Positioning System (GPS) system for related service information and technician locations.

• Have direct line of contact with outside Fire and Police Departments, which might involve the District and take appropriate action to dispatch emergency personnel, Service Technicians, or Field Foremen as needed.

• Receive and make telephone and radio/web-based calls pertaining to appointments, inspections, verification of orders, re-date orders, and other internal/external customer and service personnel requests.

• Assign work orders, not assigned by software system to include, but not limited to, gas and water on/off orders, meter reads, tappings, appliance orders, fittings, inspections, emergency orders and miscellaneous complaints.

• Assign and re-assign work orders to service personnel when unexpected circumstances arise.

• Obtain information from and maintain various files to include, but not limited to, gas and water service cards, pending and completed work orders, and heating permits.

• Add, adjust, or remove technician’s time in software system, in accordance with daily work schedule, phone calls or emails related to operations field personal.

• Must be available to work all shifts, weekends and/or holidays as required.

• Operate and handle incoming communication from an offsite location to meet District needs in accordance to established policies and procedures.

• Perform a variety of clerical/maintenance duties as assigned.

• Assist other divisions with dispatch duties to meet District needs, occurring both during and outside of normal working hours.

• Maintain barricade, paving and other miscellaneous records as communicated from field personal.

• Close locate tickets, place emergency and standard locate tickets, update or refresh tickets, print and send locate tickets to corresponding Foreman, submit non-response tickets and process meets when required.

Required for All Jobs

• Perform a variety of other duties as assigned

• Understand and comply with all District policies and procedures

Physical and Environmental Requirements

• Office: Work is primarily performed in an office setting amid normal conditions of dust, odors, fumes, office lighting and noise.

  Job may be eligible for a hybrid in-office and work from home flexible work arrangement.

*Please see Career site for a full listing of physical demands

*Please ensure the application is filled out thoroughly to be considered for this position

An Equal Opportunity Employer “Minority/Female/Disabled/Veteran/Gender Identity/Sexual Orientation"