Job Description
SUMMARY - The person in this position operates a multi-line telephone system to answer incoming calls directs callers to appropriate personnel monitors and dispatches radio calls from staff. Welcomes visitors determines nature of business and directs visitors to appropriate personnel; monitors visitor access and issues. Bilingual in English/Spanish strongly preferred. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following: • Perform dispatch functions as needed. • Respond to radio calls from city staff. • Coordinate changes in routes and pick up priorities in real time. • Operates a multi-line telephone system to answer incoming calls and directs callers to the appropriate person and/or office. • Responds to status requests on open service requests. • Coordinate with LPD dispatcher. • Cross reference crew responses with FMPS. • Coordinate changes in assignment/emergency assignments with the Supervisors and relay to the field crews as directed. • Follows communication "scripts" when handling different topics. • Receives customer inquiries messages and complaints; enters customer information such as name address phone number nature of request. • May be required to work evenings weekends or extended hours in the event of an emergency. • Puts phone in sleep mode at the end of the business day and takes it out of sleep mode at the beginning of the business day. • Greets all Public Works visitors courteously determines their needs and directs them to the proper person and/or office. • Willingly and cooperatively accepts other related duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES - None MINIMUM QUALIFICATIONS - The minimum eligibility requirements for this position are as follows: EDUCATION and/or EXPERIENCE - High School diploma or GED from an accredited school and a minimum of 1 year of relevant customer service experience. CERTIFICATES LICENSES REGISTRATIONS - Must possess or have the ability to obtain within six months of hire the Incident Command System ICS-100 and IS-700 Certifications. MUST BE ABLE TO PASS A DRUG SCREENING AND A CRIMINAL BACKGROUND CHECK Pursuant to federal law reasonable accommodations may be made to enable individuals with disabilities to perform the essential duties and responsibilities of this position. The City of Laurel is an Equal Opportunity Employer.
