ABOUT THIS POSITION

The City of Phoenix Water Services Department, one of the nation's largest potable water utilities, treats and delivers safe, reliable drinking water to 1.5 million customers across approximately 540 square miles. Phoenix Water Services also manages the sewer collection system and treats wastewater for 2.5 million residents in metropolitan Phoenix.

The City of Phoenix Water Services Department is looking to hire a Support Services Aide for the Emergency Dispatch Call Center. The Water Department's Emergency Dispatch Call Center operates 24/7/365 and handles an average of 36,000 emergency calls annually. The Support Services Aide position's primary responsibility is to support the Water Distribution division in its efforts to manage calls to the Dispatch Center effectively and efficiently. Responsibilities include and are not limited to answering the Water Services Emergency Line, providing information to callers; evaluating incoming calls from the public to determine the nature and urgency of the call; accurately logging information relating to calls received by telephone and transmitted by radio and email; dispatching call information to the appropriate yard personnel/shift and determining initial call priority. Employees in this classification receive general supervision from the Water Services Customer service supervisor. Depending on your assignment, you could be assigned to a 1st, 2nd, 3rd, weekend, and/or holiday shift. Assignments are based on seniority at the completion of your training program.

The Support Services Aide position responsibilities include:

• Research, create, and process service requests in the Department's Asset Management system (WAM) for emergency calls and maintain work order documentation for field staff;
• Create orders for barricades, shoring, and construction plates;
• Contact outside utility companies and other City departments to coordinate and assist with locate markings before excavation;
• Monitor Leak inbox emails and general Water Emergency Dispatch emails;
• Use graphical information such as maps, charts, tables, drawings, and other visual aids;
• Call out standby personnel for the Water Distribution, Wastewater Collection, and Utility Locate division;
• Maintain weekly reports of street compaction tester call outs and standby call outs and activity;
• Create Field Activity Requests in Customer Care & Billing (CC&B) for water meter repair/replacement and review customer account in CC&B to determine status on account issues;
• Accurately log information relating to calls received by telephone and transmitted by radio and email;
• Support Utility service field staff in preparation and completion of work. This includes updating computer databases with service requests, utility locate requests, barricade rentals, work orders, reporting damage to underground utilities, requesting trench safety equipment to be picked up, and requesting street compaction testers;
• Monitor CCTV security cameras for access control to entry gates and front door of facility during as needed.

The Water Department's Emergency Dispatch Call Center is located at 6202 N 24th St, Phoenix AZ, 85016.

IDEAL CANDIDATE

• Effective oral and written communication.
• Experience with multi-tasking a wide-array of duties.
• Work cooperatively with other City employees and the public.
• Ability to :
  • Provide high levels of customer service in person, over the phone and e-mail.
  • Maintain flexibility to prioritize a heavy workload.
  • Work independently and in a team.
  • Train mainly in an on-the-job setting, rotating through all shifts.
  • Work more than forty hours in a workweek to perform assigned job duties, including weekends, evenings, early morning hours and holidays as required.

SALARY

Pay Range: $17.72 - $35.08 per hour.

Hiring Range: $17.72 - $26.18 per hour.

Pay Range Explanation:

• Pay range is the entire compensation range for the position classification.
• Hiring range is an estimate of where you can receive an offer. The actual salary offer will carefully consider a wide range of factors, including your skills, qualifications, experience, education, licenses, training, and internal equity.

BENEFITS

A comprehensive benefits package is offered which includes:

• Traditional pension with employer and employee contributions, click here for more details: Pension Information
• 401(a) and 457 plans with employer contributions
• Choice of generous medical HMO, PPO, or HSA/HDHP plans
• Medical enrollment includes a monthly $150 City contribution to a Post-Employment Health Plan
• Wellness incentive of up to $720 annually
• Dental, vision, and life insurance options
• Employer paid long-term disability
• Free Bus/light rail pass
• Tuition reimbursement program up to $6,500 per year
• Paid time off includes 13.5 paid holidays, 12 vacation days, and 15 sick days and personal leave days
• Paid Parental Leave for eligible employees up to 480 hours (12 weeks) of paid leave for the birth, adoption, or foster care placement of a child during a 12-month period
• Federal Student Loan Forgiveness offered through Savi

For more details, visit: Unit 003 Benefits

MINIMUM QUALIFICATIONS

• Two years of responsible clerical work experience which provides the ability to maintain a variety of financial and related records, perform basic mathematical computations, operate base radios/telephone equipment, order and dispense supplies and materials, and deal with the public.
• Other combinations of experience and education that meet the minimum requirements may be substituted.
• The City job description can be found here .
• All finalists for positions are subject to a criminal background check applicable to the department or position.
• For information regarding pre-screening and driving positions, click here .

PREFERRED QUALIFICATIONS

The minimum qualifications listed above, plus:

• Comfortable working in a field office or construction environment.
• Fluency in Spanish.
• Experience in/with the following:
  • Computerized Maintenance Management System data entry.
  • Dealing with computer entry, multi-phone lines, ordering and invoicing.
  • Processing and entering work requests or street closure applications from contracting agencies into multiple City computer systems.
  • Microsoft Excel, Word, Publisher and Outlook.
  • Providing quality customer service.
  • Drafting reports.

RECRUITMENT DATES

Recruitment closes April 30, 2024. All materials must be received by 11:59 p.m. on this date.

This is a position-based recruitment and will not result in any ongoing eligibility list. This recruitment and any selection processes resulting from this recruitment may be used to fill other related vacancies within the organization now or in the near future.

HOW TO APPLY

Apply online by completing the required information and attaching, as one document, your cover letter and resume. Please include your experience as it relates to the qualifications stated above. Only the highest qualified may be posted to the eligible to hire list. The results of the resume screening process will be sent to your primary email address.

WE ARE HERE TO HELP

• Job interviews may be held by video or audio conference.
• If you are in need of computer resources, click here for free options.
• Arizona at Work has frequent classes to help with resume writing, interviewing skills, and general career guidance. Click here for more information.
• Explore other Employment Opportunities with the City of Phoenix .
• Subscribe to receive e-mail notifications about new employment opportunities.
• If you need assistance applying for this job, please contact our HR Connection Center at (602) 495-5700 .

REFERENCE

Support Services Aide, JC:71320, ID# 54033 , 04/24/2024, USM, JG, Benefits:003, Q

Building the Phoenix of tomorrow.

#DoWorkThatMakesPhoenixWork

City of Phoenix is an equal opportunity employer. AmeriCorps, Peace Corps, and other national service alumni who meet the required qualifications are encouraged to apply.