Job Description

We are hiring a Call Center Technician (Engineering Technician I) for one of our clients in Burke, VA .

Job Description:

• Provide excellent customer service to residents, business owners, and other local, state and federal agencies in a professional manner.
• Answers, responds to, refers, and/or transfers phone calls, emails, and any other type of communication such as virtual, electronic, or written concerning sanitary sewer and stormwater emergencies and maintenance requests.
• Using GIS applications to research the location and ownership of sanitary sewers, stormwater, and other utility infrastructure to assist the investigation by field crews/inspectors, and to make appropriate decisions when responding to inquiries.
• Investigating and recording appropriate information to create, update, and close service requests and work orders in asset management system for Stormwater & Wastewater Management.
• Updating boards, contractor information, staff availability, and logbooks on a daily, weekly, or biweekly basis as provided by supervisors, agency staff, and field crews.
• Monitors Pumping Stations Branch (PSB) alarms on SCADA and Scout systems. Logs PSB personnel in and out of pumping stations during regular business hours and relays status of alarms to appropriate mechanical, electrical, or instrumentation personnel.
• Uses County electronic technology to send emails and texts when dispatching TRI s and crew members to emergency sites and inputs arrival, leaving times and other details such as date, time, location, name of caller, and name of inspector assigned in the call center system.
• Maintaining knowledge of environmental regulations plus understanding general agency practices and policies, County website and SharePoint and other available resources and using them effectively to provide appropriate information, guidance, and response.
• Maintains a knowledge of environmental regulations to comply with reporting procedures for Sanitary Sewer Overflows (SSOs) and backup reports and makes the initial compliance reports.

Skills Required:

• Accountability taking ownership of outcomes and resolving customer issues
• Customer service - providing timely, respectful, and effective support to meet and exceed customer needs and expectations
• Effective communication relaying information to our customers (internal and external) in a clear and concise fashion.
• Problem solving triaging the different communications CCC receives
• Flexibility and Resilience willingness to work after hours and for emergency response inclement weather.

Skills Preferred:

• Any experience in or knowledge of wastewater and/or stormwater systems.
• 1-2 years' experience working in a field agency or utility company and/or with field crews providing technical support.
• Intermediate experience in operating a variety of communication equipment to respond to residents, dispatch personnel, and respond to emergency calls which requires applying good communication and problem-solving skills, customer service, and the ability to work in a rapid pace environment
• Basic experience in locating information in Tax Map Grids.
• Basic experience using asset management system (database system) to create work orders and retrieve maintenance history.
• Basic experience in using Geographical Information System (GIS) applications.
• Intermediate experience in Microsoft Office Suite specifically MS Word, EXCEL, Outlook

Experience Required:

• Any combination of education, experience, and training equivalent to high school graduation or a GED issued by a state department of education; and one year of engineering technical support work experience.

Education Required:

• High school graduation or a GED issued by a state department of education.

Education Preferred:

• One year of post-secondary vocational trade school or completion of one year of an applied science associate's degree.

Work hours:

• Working/training between 20-32 hours on weekdays during business hours between 7:00 AM -4:30 PM.
• Once training has been completed it's possible some staff will be filling in weekend or overnight shifts (7:00 AM 7:00 PM or 7:00 PM 7:00 AM).

Additional Information:

• PHYSICAL REQUIREMENTS: Ability to communicate, both orally and in writing, to receive calls, research information, make decisions, input, access, and retrieve information from a computer, and dispatch by calling and texting trouble response inspectors and crews to emergency sites.
• Ability to lock the building, which requires the ability to walk around and verify that door locks and monitoring cameras are safe and secure.
• Ability to work 12-hour shifts, including night shifts, holidays, weekends, and county administrative leave days.
• Must be able to sit for long periods of time as necessary to cover a 12-hour shift.
• Requires the ability to stoop, bend and reach.
• Ability to be onsite to respond to pump station alarms, dispatch crews, and open security gates for employees responding to emergencies.
• Physically and mentally able to use all applicable personnel protective equipment in an outdoor environment, including hardhat, eye protection, hearing protection, safety footwear and personal

About Us:

We are specialized in recruiting and deliver the best professional talent of industry and we are committed to deliver best experience for our clients and job seekers. With over two decades of experience in the recruitment industry, we proudly help you to find the next job that matches your professional skills. Our team understands your needs or requirement before starting the recruitment, that enables to find the high quality of talent with high success rate of talent delivery, keeps us continue to be the best in the industry. By responding to this job posting, you are consenting to receive text/SMS messages from us. Thank you.

Job Tags

Similar Jobs