Dispatcher

6 days ago

Kitchener, Canada City of Kitchener Full time

**Dispatcher**

**Job**S**tatus**:
Permanent Full-Time

**Pay & Grade**:
$30.48 to $35.40 Hourly **Grade/Band**: NA

**Hours** of Work**:
40 Hours per week

**Initial location**:
Kitchener Operations Facility

**Posting period**:
May 22 to June 2, 2025 (at 6:00pm)

**Overview**

**Responsibilities**
- Provide general information and direction on the services, procedures, practices, policies and programs provided by the City through public and internal inquiries.
- Analyze information received from callers, inputs data into computer systems and dispatches the required personnel.
- Dispatch duties utilizing multiple computer programs to relay service calls to City field personnel.
- Perform general clerical duties as required. Enter, retrieve and interpret data in customer and work management system databases.
- 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.
- Deal effectively with emotional customer situations.
- Refer escalated issues to the crew leader, supervisor and/or on-call manager when applicable.
- Ensure the confidentiality of all records containing personal information.
- Performs other related duties as assigned.

**Requirements**:

- Minimum Grade 12 education or equivalent.
- Previous dispatch/call center experience.
- Required for shift work between the hours of 7:00am and 9:00pm year-round including weekends and holidays.
- 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 and Windows.
- Must have accurate and efficient keyboarding skills.
- Working knowledge of the City of Kitchener services, area and streets.
- Gas and water utilities experience.
- General knowledge of hot water appliances and service.
- Cityworks, Clevest, and SAP customer/work management systems.
- Phone system, Microsoft Teams and radio dispatch equipment experience.
- Reliable with a good attitude and employment record.

**Department/**Division**:
Infrastructure Services, Gas and Water Utilities

**Group**:
IBEW

**Competition Number**:
2025-186

**Job Code**:
7020

**Number of positions**:
1

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