Part Time Dispatcher (1 year term) - Jobs in Kitchener, ON

Job Description

Part Time Dispatcher(12 month term)Competition Number5-636Job Code7020Posting DateJuly 7, 2022Closing DateJuly 17, 2022Job StatusTemporary Part-TimeThe City of Kitchener is a vibrant and dynamic city of approximately 240,000, in the heart of southwestern Ontario. As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.The City of Kitchener is WHERE you want to work! Learn more about the top reasons to join us:Why work at the City of KitchenerPosition Overview:The Dispatcher position is a challenging opportunity for a dedicated individual to work in a gas and water utility emergency operations center. The successful candidate will receive and process incoming calls from the public and internal staff for general inquiries, appointments, complaints and emergencies.Responsibilities:

• Dispatch duties utilizing multiple computer programs to relay service calls to City field personnel.
• Analyze information received from callers, inputs data into computer systems and dispatches the required personnel.
• Respond professionally, politely and effectively to telephone and e-mail inquiries.
• Provide general information and direction on the services, procedures, practices, policies and programs provided by the City through public and internal inquiries.
• Perform general clerical duties as required. Enter, retrieve and interpret data in customer and work management system databases.
• Communicate with members of the public, Kitchener Utilities and City of Kitchener employees while exercising good judgement, tact and diplomacy.
• Follow established procedures and make calm decisions as required in an emergency services environment.
• Deal effectively with emotional customer situations.
• Refer escalated issues to the supervisor and/or on-call manager when applicable.
• Ensure the confidentiality of all records containing personal information.
• Perform other related duties as assigned.

Requirements:

• Minimum Grade 12 education or equivalent
• Previous dispatch/call center experience.
• Reliable with good attitude and employment record.
• Available for shift work (up to 24 hours per week) between the hours of 7:00 am and 9:00 pm 365 days per year.
• Analysis and problem solving skills to determine appropriate customer/response needs.
• Ability to work under pressure and remain calm in a high paced work environment.
• Excellent interpersonal, communication (written and oral), conflict resolution, public relations and customer service skills.
• Ability to multi-task with flexibility to move between tasks, effectively prioritize work and meet established deadlines.
• Proficient with computer systems and experience with Microsoft Office and Windows.
• Must have accurate and efficient keyboarding skills.

Preference will be given to applicants with:

• A working knowledge of the City of Kitchener services, area and streets.
• Gas and water utilities experience.
• General knowledge of hot water appliances and service.
• Cityworks, USS and SAP customer/work management systems.
• CISCO phone system and radio dispatch equipment experience.

We are committed to diversity and inclusion, and thank all applicants in advance.Accommodations are available during all stages of the recruitment process in accordance with the Human Rights Code.We thank all applicants for their interest, however only candidates selected for further consideration will be contactedPlease note that as per Human Resources Policy HUM-HIR-110, "Employment of Relatives of Staff Members and Elected Officials":"The immediate relatives of staff of the Human Resources Division, all Directors, General Managers, or the Chief Administrative Officer and Elected Officials shall not be employed by the City in any capacity.The immediate relatives of all other Management personnel shall not be employed where such employment would be:1. within the same Department in the case of permanent full-time, temporary full-time and part-time classifications.2. within the same Division in the case of students."DepartmentInfrastructure ServicesDivisionGas and Water UtilitiesUnion AffiliationIBEWNumber of Positions2Hours of WorkUp to 24 hours per week with rotating shifts including days, evenings, weekends and holidays.LocationFacilityKitchener Operations FacilityCityKitchenerCompensationSalary Range$27.68-$32.16Grade/Band7020Quick Apply

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