Customer Service Dispatcher Position Available In Wake, North Carolina

Customer Service Dispatcher 
Salary $42,027.00

• $64,326.00 Annually Location Raleigh, NC Job Type Full-Time Job Number 2025-00592 Department Solid Waste Administration Opening Date 06/13/2025 Closing Date 6/20/2025 11:59 PM Eastern Work Hours Monday; 7:00 am
• 11:00 am; Tuesday
• Friday; 6:30 pm
• 3:30 pm (schedule varies) Hiring Range $42,027.00
• $53,177.

00 DESCRIPTION
BENEFITS
QUESTIONS
Job Description Would you like an opportunity to join one of the many teams dedicated to maintaining high-quality public services within a city ranked as one of the best places to live year over year? If so, the City of Raleigh Solid Waste Services Department is seeking a highly resourceful, detail-oriented, adaptable, analytical, multi-tasker with solid critical thinking and communications skills for our new Customer Service Dispatcher position. This position will report to the Administrative Manager of the customer service work unit. Despite falling under the administrative division, the dispatcher works collaboratively with operations, acting as the bridge of communication between field staff and office staff. This position will be embedded in operations to increase field staff’s access to useful information while providing internal customer service staff with real-time updates to provide more responsive, higher-quality customer service. The successful candidate will need to be flexible, proactive, and open to change.

About Us:

Solid Waste Services is responsible for collecting and processing residential garbage, recycling, and yard waste materials, along with several specialized collection services. Our department is committed to providing high-quality waste management, disposal, and recycling services for all our valued customers. As an essential and critical service, we take great pride in our role in the preservation and protection of the community’s natural resources and sustainable growth. Duties and Responsibilities Assists field personnel with problem resolution while on route for residential and commercial collections via 2-way radio system; creates work orders and dispatches assignments as needed
Manages communication from internal staff to field staff; maintains control over radio communication to ensure all crews have the ability to utilize the radio as needed; makes appropriate radio announcements and maintains radio discipline
Handles incoming service orders, directs drivers, and resolves service issues; closes work orders based on resolution and assures the appropriate notes and pictures are entered; initiates customer contact to resolve field issues as needed
Uses AVL and other systems to locate trucks in the field
Oversees the crew in and crew out process of drivers; manages distribution of routes, assignments, keys, and other materials to field staff; processes or reassigns any driver reports, requests, or other administrative needs
Records tonnage, route completion times, and other pertinent data
Proactively troubleshoots and resolves potential delivery and service issues to prevent service interruptions; reviews customer history to identify and respond to collection patterns
Assists with determining and optimizing daily, ad-hoc, and set-up routes

Typical Qualifications Education and Experience:

High School Diploma or GED and four years of related clerical and/or office support experience OR An equivalent combination of education and experience sufficient to successfully perform the essential duties of the job such as those listed above, unless otherwise subject to any other requirements set forth in law or regulation.

Additional Information Knowledge of:

Customer service principles.
Modern office technology.
Occupational hazards and applicable safety principles and practices.
Business math concepts.
Filing and record-keeping principles
Skill in:
Utilizing communication and interpersonal skills as applied to interaction with coworkers, supervisors, the public, and others to sufficiently exchange or convey information and to receive work direction.
Utilizing a computer and relevant software applications.
Organizing tasks, meeting deadlines, and prioritizing competing demands.
Following directions and meeting standards.
Providing attention to detail in assignments.
Maintaining and updating data and documentation.

ADA and Other Requirements:

Positions in this class typically require: reaching, standing, walking, pushing, pulling, lifting, fingering, grasping, talking, hearing, seeing and repetitive motions.

Light Work:

Exerting up to 20 pounds of force occasionally, and/or up to 10 pounds of force frequently, and/or a negligible amount of force constantly to move objects. If the use of arm and/or leg controls requires exertion of forces greater than that for Sedentary Work, and the worker sits most of the time, the job is rated for Light work.

Working Conditions:

Work is routinely performed in an indoor, office environment.

Note:

This job classification description is intended to be generic in nature. It is not necessarily an exhaustive list of all duties and responsibilities. The essential duties, functions and responsibilities and Fair Labor Standards Act (FLSA) designation may vary based on the specific tasks assigned to the position. Employer
City of Raleigh North Carolina
Address
222 W. Hargett St. Raleigh, North Carolina, 27601
Website
https://raleighnc.gov