Dispatcher (PT)

Position Overview:

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

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. 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 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. Available for shift work (up to 24 hours per week) 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. Reliable with a good attitude and employment record.

The City of Kitchener is committed to an equity-driven, inclusive, accessible, and barrier-free recruitment and selection process, and to ensuring our workforce reflects the full diversity of the community we serve. We welcome applications from Indigenous, Black, racialized and 2SLGBTQ+ persons, as well as other equity deserving groups.

We will accommodate the needs of applicants under the Human Rights Code and Accessibility for Ontarians with Disabilities Act (AODA) throughout all stages of the recruitment and selection process. Please contact Human Resources at

Department

Infrastructure Services

Division

Gas and Water Utilities

Union Affiliation

IBEW

Number of Positions

1

Hours of Work

Up to 24 hours per week 

Location

Initial Location

Kitchener Operations Facility

City

Kitchener

Compensation

Salary Range

$30.48-$35.40 per hour

Grade/Band

N/A

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