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Title

Utility Response Center Apprentice Operator 

Description

Provide excellent service to both utility customers and the utility departments. Monitors for interruptions of service and other problems related to Electric, CNS and other utility operations. Operator fields calls from the public and notifies the appropriate utilities personnel, documents problems and follow up with customers.

Answers phones and radios, taking trouble reports and dispatching appropriate personnel. This will include recording requests using Cityworks, Cogsdale, Word, Excel, Outlook and other methods.

Use SCADA to monitor systems including electric, water, wastewater, gas, building alarms, and other misc. data points. SCADA will also be used to control the water system, tag crews on the electric system and operate reclosing devices, assist in switching, and open or close gates.

Must maintain ITS certification through MEAG for SCADA monitoring and substation switching.

Must be familiar with electric distribution system including reclosing device operation, locations of substations and feeders, and electric department operating procedures.

Use DisSPatch and Calls Manager to monitor the electric system for outages, as a tool for dispatching crews for power restoration, and for creating outage reports.

Use Porche to monitor the phone system during periods of high call volume and as a tool for recording and restoring electric and CNS outages.

Use BLS (Business Logic Server) to run Autonotify for delinquent customers, and to generate reports.

Use Tantalus to search and report on meters.

Take CNS trouble calls and assist customers with resolution of hardware and software issues. This will include using Triad to perform operations (refresh, instant hit, reboot) and to check and if necessary modify customer's services and equipment. Putty may also be used to perform hard hits on devices. Ubill will also be used to create work orders and customer notes. For telephone issues CMTools will be used for modem resets.

Use additional web portals for performing CNS channel maintenance when needed.

Operate the City water system utilizing SCADA to monitor and control wells, high lift pumps, and valves to properly maintain system pressure and tank levels. Assist water plant operations by conducting EPA mandated chlorine and fluoride testing at 4 hour intervals to ensure they are within operational limits.

Must be familiar with water system including water plant operating procedures, the water plant, wells, high lifts, reservoirs, water tanks, and other equipment that will be monitored.

Take gas trouble calls, walking customers through determining the problem and recommending safety protocols. Create reports for gas department for all customer and internal calls. Gas monitoring will require operators to be subject to random DOT mandated drug testing.

Must be familiar with gas system including gas plant, regulator stations, and gas department operating procedures.

Must be familiar with waste water system including Wastewater Treatment Plant, lift stations, and departmental procedures.

Use Cityworks to search work history and create service requests in response to customer issues both external and internal.

Use Cogsdale for customer account and equipment inquiries, creating service orders, customer notes, and as a tool for taking after hours delinquent payments

Take customer payments after hours and on weekends. This includes taking cash payments, credit card payments using MeS Virtual Terminal, and handling sensitive customer information. Operators will also set up new accounts in Cogsdale when required.

Monitor facility cameras throughout city facilities using VMS Client, DMMultiView and Liveview.

Will be expected to fill vacant shifts beyond regular scheduled hours when required.

Must be able to address a wide variety of customer inquiries, concerns and problems with minimal assistance.

Must be able to work under stressful situations that may occur during large outages, periods of high call volume, and when working with difficult customer situations.

 
Position Requirements

Must have a high school diploma or equivalent.

Must have a valid driver's license.

Must show competency in Customer Focus: Focuses on the customer, whether internal or external, by understanding the needs of the customer and responding in a timely fashion, responding to customer feedback, and seeking out help and information when needed.

Must show competency in Communicating with People Outside the Organization: Communicates with people outside of the organization, representing the organization to customers, the public and other external sources. Information can be exchanged in person, in writing (electronic or hard copy) or by telephone or email.

Must show competency in Documenting/Recording Information: Entering, transcribing, recording, storing, or maintaining information in written or electronic form.

Must show competency in Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative (professional) working relationships with others and maintaining them over time.

Must show competency in Getting Information: Observes, receives, and otherwise obtains information from all relevant sources.

Must show competency in Working with Computers: Using computers to enter data or process information. General knowledge of computers and software functions.

Basic Knowledge of City of Thomasville utility systems policy & procedures to include Electric, Gas, Water, Sewer, Wastewater, & Telecommunications is expected.

Expected to be familiar with Windows Office including Outlook, Word and Excel.

Must maintain ITS certification.

 
Physical/Environmental Requirements Mobility to work in typical office settings using standard office equipment is required. In addition, vision to read printed materials and computer screen and hearing and speech to communicate in person or over the telephone.

Mental stress or pressure of this position is occasional. Shift work requires working long hours including nights and weekends.

 
Location City of Thomasville  
About the Organization Our Vision

An innovative organization exceeding community expectations.

Our Mission

We create and deliver exceptional service to our community through a culture of safety, courtesy, professionalism and efficiency.



Our Values

Teamwork
We are a diverse group of individuals working together to serve the Community.

Respect
We are humble and treat each other the way we want to be treated.

Integrity
We are honest, fair, and accountable for our actions.

Innovation
We reward creativity and imagination that improves service.

Service
We are proud of our Community and strive to serve with excellence.




 

This position is currently accepting applications.

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