Operations Response Center Trainee

City of Seattle - Seattle, WA (30+ days ago)4.0


Seattle Public Utilities (SPU) is seeking an Operations Response Center (ORC) Trainee to work in the Risk & Quality Assurance Division. ORC Operators serve as the designated point of contact for utility emergency response and coordination activities for all hazards that adversely affect the public and customers. This position has a training program involving classroom, field, and on the job training. This position reports to the Operations Response Center Manager in the Finance & Administration Branch of Seattle Public Utilities.

Upon successful completion of the Trainee program, successful candidate may advance to Operations Response Center Operator (current salary rate of: $28.74- $33.45 per hour).

Job Responsibilities:
Receive calls; triage, communicate and record customer notifications for normal daily operations and urgent maintenance activities. Serve as the customer intake center during storms and system emergencies.
Interact with customers, the general public, other city departments, and external agencies to ensure that emergency response goals and objectives are met.
Serve as a point of contact for field crews by providing infrastructure information and work-orders.
Serve as a point of contact for utility emergency response, customer service calls and coordinate communications to field crews.
Respond to security system alarms, investigate and assess alarms. Coordinate initial response to alarm events. Provide information to inquiries and document alarm incident information.
Manage emergency call-outs for on-call employees.

Qualifications:
Education: A High School diploma or GED.

Experience: One year of experience in a computerized dispatch or monitoring center such as computer helpdesk, call center, emergency medical, fire or police dispatch center; security monitoring service, OR utility field experience with a strong customer service focus.

License: Washington State Driver's License.

Skills: Must be able to type 35 words per minute

Availability: Must be available to work weekend, holidays and all shifts (day, swing and graveyard) on an as-needed basis. Must be available to work extended shifts during emergencies, extreme weather events, storms and natural disasters.

Additional Information:
Job offers are contingent on a review of criminal history as well as verification of information provided by the applicant as part of the application process.

Key boarding skills will be evaluated by a typing test. You can find out your typing speed for free by clicking this link.

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/