JOB SUMMARY

Provide excellent service to both utility customers and the utility departments. Monitors for interruptions of service and other problems related to Electric, Gas, Water and other utility operations. Operators field calls from the public and notify the appropriate utilities personnel, documents problems and follow up with customers.

ESSENTIAL JOB FUNCTIONS (examples, not all inclusive)

• Answers phones and radios, taking trouble reports and dispatching appropriate personnel. This will include recording requests using Cityworks, Cogsdale, Word, Excel, Outlook and other methods.
• Use SCADA to monitor systems including electric, water, wastewater, gas, building alarms, and other misc. data points. SCADA will also be used to control the water system, tag crews on the electric system and operate reclosing devices, assist in switching, and open or close gates.
• Use DisSPatch and Calls Manager to monitor the electric system for outages, as a tool for dispatching crews for power restoration, and for creating outage reports.
• Use Tantalus to search and report on meters.
• Operate the City water system utilizing SCADA to monitor and control wells, high lift pumps, and valves to properly maintain system pressure and tank levels. Assist water plant operations by conducting EPA mandated chlorine and fluoride testing at 4-hour intervals to ensure they are within operational limits.
• Take gas trouble calls, walking customers through determining the problem and recommending safety protocols. Create reports for gas department for all customer and internal calls. Gas monitoring will require operators to be subject to random DOT mandated drug testing.
• Use Cityworks to search work history and create service requests in response to customer issues both external and internal.
• Use Cogsdale for customer account and equipment inquiries, creating service orders, customer notes, and as a tool for taking after-hour delinquent payments
• Take customer payments after hours and on weekends. This includes taking cash payments, credit card payments using Invoice Cloud, and handling sensitive customer information.
• Monitor facility cameras throughout city facilities using Luxriot.
• Will be expected to fill vacant shifts beyond regular scheduled hours when required.
• Must be able to work under stressful situations that may occur during large outages, periods of high call volume, and when working with difficult customer situations.

QUALIFICATIONS

Education and Experience:

• Must have a high school diploma or equivalent.

Knowledge, Skills, and Abilities:

• Must have a high school diploma or equivalent.
• Must have a valid driver's license.
• Must show competence in Working with Computers: Using computers to enter data or process information. General knowledge of computers and software functions.
• Expected to be familiar with Windows Office including Outlook, Word and Excel.
• Must receive ITS certification through MEAG for SCADA monitoring and substation switching.

PHYSICAL/MENTAL DEMANDS

Mobility to work in typical office settings using standard office equipment is required. In addition, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone. Mental stress or pressure of this position is occasional.

WORKING CONDITIONS

Shift work requires working long hours including nights and weekends.

LIMITATIONS AND DISCLAIMERS

To perform this job successfully, an individual must be able to perform the essential job functions satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the primary job functions herein described. Some requirements may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or other employees.

Since every duty associated with this position may not be described herein, employees may be required to perform duties not specifically spelled out in the job description, but which may be reasonably considered to be incidental in the performance of their duties just as though they were actually written out in this job description.

Requirements are representative of minimum levels of knowledge, skills and/or abilities. To perform this job successfully, the employee must possess the abilities or aptitudes to perform each duty proficiently. Continued employment remains on an “at-will” basis.