FIELD SERVICES DISPATCHER I

**DEPARTMENT:** Business and Collections Services **JOB SUMMARY:** This position performs customer service and data entry duties in support of the meter reading and service connection/disconnection process. - Uploads and downloads meter data from hand-held computers. - Dispatches Customer Service Technicians to complete work orders, including disconnections for non-payment. - Monitors and responds to calls via two-way radio. - Enters data related to mover orders and re-reads. - Checks all re-reads for errors; makes copies of errors and records totals. - Processes work orders for other departments. - Answers telephone and provides information and assistance. - Maintains office supply inventory. - Performs other related duties as assigned. - Knowledge of utility meter reading policies and procedures. - Knowledge of utility field operations related to customer service. - Knowledge of credit privacy laws. - Knowledge of customer service principles. - Skill in analyzing problems and identifying solutions. - Skill in preparing clear and accurate reports. - Skill in establishing cooperative and productive working relationships. - Skill in setting priorities for competing projects. - Skill in performing mathematical calculations. - Skill in operating computers and other standard office equipment. - Skill in interpersonal relations. - Skills in oral and written communication. **SUPERVISORY CONTROLS:** The Field Service Supervisor assigns work in terms of general instructions. The supervisor spot-checks completed work for compliance with procedures, accuracy, and the nature and propriety of the final results. **GUIDELINES:** Guidelines include City administrative policy; City personnel policy; OSHA regulations; DOT rules; utility meter specifications; and FCC guidelines. These guidelines are generally clear and specific but may require some interpretation in application. **COMPLEXITY:** The work consists of related technical data entry and customer service duties. The need for accuracy, strict deadlines, and frequent interruptions contribute to the complexity of the work. **SCOPE AND EFFECT:** The purpose of this position is to provide customer service and technical support for the meter reading and meter connection/disconnection process. Success in this position results in accurate and timely provision of field services. **PERSONAL CONTACTS:** Contacts are typically with other City personnel, customers, and members of the general public. **PURPOSE OF CONTACTS:** Contacts are typically to give or exchange information, resolve problems, and provide services. **PHYSICAL DEMANDS:** The work is typically performed while sitting at a desk or table or while intermittently sitting, standing, or stooping. The employee occasionally lifts light and heavy objects. **WORK ENVIRONMENT:** The work is typically performed in an office. **SUPERVISORY AND MANAGEMENT RESPONSIBILITY:**None. - Ability to read, write and perform mathematical calculations at a level commonly associated with the completion of high school or equivalent. - Sufficient experience to understand the basic principles relevant to the major duties of the position, usually associated with the completion of an apprenticeship/internship or having had a similar position for one to two years.