Dispatcher at City of Kitchener

Overview

The Dispatcher position is a challenging opportunity for a dedicated individual to work in a gas and water utility operations center. The successful candidate will receive and process incoming calls from the public and internal staff for general inquiries, appointments, complaints and emergencies related to our gas, water and rental water heater utilities.

(2 Positions available: 1 Permanent Part Time; 1 Temporary Part Time for approximately 18 Months)

Responsibilities

• Dispatch duties utilizing multiple computer programs to relay service calls to City field personnel. Analyze information received from callers, inputs data into computer systems and dispatches the required personnel.
• Respond professionally, politely and effectively to telephone and e-mail inquiries.
• Provide general information and direction on the services, procedures, practices, policies and programs provided by the City through public and internal inquiries.
• Perform general clerical duties as required. Enter, retrieve and interpret data in customer and work management system databases.
• Distribute detailed information to our authorized rental water heater contractors for the purpose of appliance installations
• Communicate with members of the public, Kitchener Utilities and City of Kitchener employees while exercising good judgement, tact and diplomacy. Follow established procedures and make calm decisions as required in an emergency services environment.
• Maintain professionalism and customer satisfaction during all service interactions.
• Refer escalated issues to the supervisor and/or on-call manager when applicable.
• Ensure the confidentiality of all records containing personal information.
• Performs other related duties as assigned.
  
  

Education

• Minimum Grade 12 diploma or equivalent.
  
  

Experience

• Previous dispatch/call center experience.
  
  

Additional Requirements

• Available for shift work between the hours of 7:00am and 9:00pm year-round including weekends and holidays.
• Reliable with a good attitude and employment record.
  
  

Knowledge, Skills, And Abilities

• Analysis and problem solving skills to determine appropriate customer/response needs.
• Ability to work under pressure and remain calm in a high paced work environment.
• Excellent interpersonal, communication (written and oral), conflict resolution, public relations and customer service skills.
• Ability to multi-task with flexibility to move between tasks, effectively prioritize work and meet established deadlines.
• Proficient with computer systems and experience with Microsoft Office, Excel and Windows.
• Must have accurate and efficient keyboarding skills.