Utilities Service Dispatcher Position Available In Guilford, North Carolina

Utilities Service Dispatcher

Salary
$41,389.92 – $52,800.00 Annually
Location High Point, NC 27260
Job Type
Full-Time
Job Number
9999
Department
Dispatch
Opening Date
04/28/2025
Closing Date
Continuous

DESCRIPTION

BENEFITS
QUESTIONS
Job Description

WHO WE ARE

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries.
We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You’ll be joining a dynamic team of over 1,300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world!

OUR CORE VALUES

Integrity:

Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs.

Responsibility:

A continual process that emphasizes a high level of personal accountability by each member of the organization.

Partnership:

Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships.

WHAT WE OFFER

The City of High Point offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but are not limited to: A guaranteed monthly pension upon retirement, vested after 5 years of service Competitive medical, dental, and vision plans effective day one 401K and 457B Retirement Plans PTO earned within first year
12 Paid Holidays per year
Tuition Reimbursement Plan

YOUR PURPOSE

Serve a vital role within Customer Service Dispatch Operations by performing a variety of essential administrative and operational tasks. This position is responsible for handling complex customer service requests, troubleshooting and resolving customer complaints, and dispatching service crews to ensure timely responses. The Utilities Service Dispatcher also maintains critical records and supports the daily operations of a fast-paced environment. Through these efforts, the dispatcher plays an important role in delivering high-quality service and contributing to the efficient coordination of field activities.
Essential Tasks

WHAT YOU’LL DO

Receives and processes customer and contractor inquiries, service requests, trouble calls, and complaints related to electric, water, sewer, street maintenance, and other city services.
Dispatches service personnel in response to trouble calls and service requests.
Schedules and completes after-hours service orders for operating departments, including the connection and disconnection of water, sewer, and electric services, coordinating with Inspection Services as needed.
Monitors Environmental Services radio communications to update customer accounts with daily Environmental Services activities.
Sets up new meter locations in the billing software.
Prepares water and sewer crew log sheets, sewer spill reports, and outage reports as required.
Receives and relays information across multiple radio channels.
Accesses customer, electric system, and outage information using the Outage Management System (OMS).
Monitors and operates the SCADA system to control electric substation switching and manage system circuits and loads.
Processes jobs in the billing software used to generate utility bills and late notices. Notifiessupervisory or management staff promptly when system emergencies arise.
Ensures all work is performed in compliance with OSHA regulations and City Safety Standards and Policies.
Qualifications

WHAT YOU’LL BRING

MINIMUM

REQUIRED QUALIFICATIONS

High School Diploma or GED. Valid Driver’s License. Minimum of 2 years of excellent customer service experience. Proficiency with SCADA and an Outage Management System.
Minimum of 6 months of experience communicating service or work needs to field staff or utility crews (e.g., for power outages or water main breaks).
Effective communication skills, including a clear voice and diction when using telephone and radio.
Ability to work a rotating and/or steady shift schedule that includes (4:00 p.m. – Midnight) and third shift (Midnight – 8:00 a.m.).
Ability to work a flexible schedule, including weekends and all City holidays, with only one weekend off per month
Ability to understand and follow both oral and written instructions, establish work procedures, and effectively interact with employees and citizens. General knowledge of bookkeeping, office procedures, practices, and equipment, with the ability to follow detailed work procedures. Proficient in using personal computers and various software applications.

PREFERRED QUALIFICATIONS

Previous dispatching experience.
Experience with Cayenta.

PHYSICAL/MENTAL REQUIRMENTS

Physical Requirements
Hearing/Speaking
Expressing and receiving information verbally is essential for communication with internal and external customers, including co-workers, citizens, and applicants.
Visual Abilities
Acuity, far: Clear vision at 20 feet or more, necessary for tasks such as administering tests, operating a motor vehicle, or addressing an audience.
Acuity, near: Clear vision at 20 inches or less, needed for viewing work-related documents.
Depth perception: Ability to judge distance and space relationships.

Field of Vision:

Ability to see a wide area while focusing on one point.

Accommodation:

Ability to adjust focus quickly.

Color Vision:

Ability to identify and distinguish colors.
Physical Strength

Light Work:

Exerting up to 20 pounds of force occasionally.
Exerting up to 10 pounds of force frequently.
Negligible force constantly to handle or move materials related to the position.
Physical Demands

Reaching:

Extending arms or hands in any direction.

Handling:

Seizing, holding, grasping, or turning with hands.

Fingering:

Picking, pinching, or working primarily with fingers.
Mental Activity/Requirements
Reasoning
Apply logical thinking to tasks and situations, responding expediently, even under emergency conditions. Good judgment is essential.
Math Ability
Use basic math for tasks such as recording street locations, utility billing, telephone numbers, and load management information.
Language Ability

Read:

Ability to read manuals, instructions, reports, ordinances, and other job-related documents.

Write:

Ability to write figures, take messages, and create reports.

Speak:

Ability to communicate clearly with co-workers and the public, including in emergencies. Must remain calm, polite, and courteous when dealing with frustrated or irate callers.
Environmental Conditions
Physical Surroundings
Primarily indoors, with protection from weather conditions, but may be exposed to temperature changes.
Hazards
No environmental hazards identified for this classification.
Machinery/Tools/Work Aids/Other Equipment
Use of computer keyboard and terminal, PC, Load Management, SCADA, DCI Sentry, UPS Systems, base and portable radio equipment, telephone, typewriter, calculator, and various office tools and documents related to the job.

OUR COMMITMENTS

The City of High Point is dedicated to fostering a work environment that values individuals from all backgrounds and seeks to attract and retain the most qualified partners in service to the citizens of High Point. As an at-will employer, the City allows employees to terminate their employment, or be terminated at any time, with or without cause, as long as it is not prohibited by law.
The City of High Point is committed to classifying and compensating its employees fairly for the work they do, weighing both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this “living document” as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.
The City of High Point is committed to providing a safe, comfortable working environment for all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a drug screening, in accordance with the City’s drug and alcohol policy and (b.) a background screening to determine whether there is any current, pending, or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Certain positions are considered so critical to the health and safety of others that a candidate cannot be placed in any of those positions without passing a pre-placement physical exam. Successful results from these conditions will result in an offer of employment.

Application Deadline:

In the event of high candidate volume, this position may be removed earlier than the stated closing date. If interested, we encourage you to apply as soon as possible.
Employer
City of High Point
Address
211 South Hamilton Street
High Point, North Carolina, 27260