Communication Center Specialist

Transit; Albuquerque (NM); On-site; USD 42,000 - 64,000; Full time

Job summary

Transit seeks a dispatcher to ensure timely radio communications and service dispatch for assigned departments. You will operate multiple communication systems, record calls, and coordinate with field personnel in a safety-sensitive environment.

The role requires handling emergency and non-emergency requests, maintaining logs, and ensuring compliance with FCC and internal procedures. Office pacing and cross-department coordination are essential.

Qualifications

• High school diploma or GED required.
• Three years general office experience preferred.
• One year radio dispatching or two-way radio experience required.

Responsibilities

• Receive all incoming calls and requests via radio, switchboard, TDD and CRM systems; record communications.
• Relate emergency and non-emergency calls to appropriate personnel; assign and schedule pickups and other services.
• Monitor compliance with FCC rules and internal guidelines for communications services.
• Maintain logs and computerized records of calls and dispatched personnel.
• Respond to public inquiries, provide information, and coordinate with customers and drivers.

Skills

Radio dispatching

Customer service

Multitasking

Education

High school diploma or GED

Job description

Ensure the delivery of services for the assigned department or division through radio communication; operate equipment necessary for communication and dispatch appropriate services as needed for the operation of assigned department or division.

This is a safety sensitive position subject to random drug/alcohol testing.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

ESSENTIAL FUNCTIONS:

Essentialfunctions may include, but are not limited to the functions listed below. Mustbe able to perform the essential functions of the job with or without areasonable accommodation.

1. Receive all incoming calls and requests through various forms of communications equipment and computer programs including a two-way radio, switchboard, TDD (Telephone Device for the Deaf) telephone system, customer relationship management software, routing software and a multi-channel dispatch console; transmit and record all radio communications.
2. Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup, deliveries and other services as required.
3. Monitor program compliance with laws, rules and regulations related to provision of communications and related services; follow guidelines as set by the FCC (Federal Communications Commission).
4. Maintain daily logs and records of all calls received and personnel dispatched; maintain computerized records of pertinent information as assigned by department.
5. Respond to public inquiries in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner; coordinate service with customers, drivers and other personnel as needed.
6. Maintain an operating communications line with law enforcement and emergency agencies including fire, ambulance and aquatic rescue.
7. Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.
8. Supervise the use, care and operation of communications equipment of assigned department or division; inform appropriate personnel for maintenance assistance.
9. Operate various forms of communication equipment; record and access information accurately to and from computer as needed.
10. Follow established procedures, work flow, protocol and processes as assigned by department or division.

SUPPLEMENTAL FUNCTIONS:

1. Ensure adherence to safe work practices and procedures.
2. Perform related duties and responsibilities as required.

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High school diploma or GED;

and

Three (3) years general office experience;

and

To include one (1) year radio dispatching or two-way radio operation experience.

ENVIRONMENTAL:

Office environment; exposure to computer screens.

PHYSICAL:

Essential and supplemental functions may require maintaining physical condition necessary for sitting for prolonged periods.