Dispatcher

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.
• Perform other related duties as assigned.

Education

Experience

Additional Requirements

Knowledge, Skills, And Abilities

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