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.