Communication Center Specialist

General Services Department; Albuquerque (NM); On-site; USD 36,000 - 52,000; Full time

Job summary

General Services Department in Albuquerque is seeking a dispatcher to ensure delivery of services for the department. You will receive all incoming calls, dispatch services via two-way radio, switchboard, TDD, and CRM, and record communications.

This safety sensitive role requires adherence to FCC guidelines, maintaining logs, coordinating with drivers and emergency services, and ensuring timely service requests. Office environment with standard hours.

Qualifications

• High school diploma or GED required.
• Three years general office experience.
• At least one year radio dispatching or two-way radio operation experience.

Responsibilities

• Receive all incoming calls and requests via radio, switchboard, TDD, CRM, routing software and dispatch console.
• Respond to requests and relay emergency and non-emergency calls; assign and schedule pickup, deliveries and other services.
• Monitor compliance with FCC rules and department guidelines.
• Maintain daily logs/records of calls and dispatched personnel; manage computerized records.
• Coordinate service with customers, drivers and other personnel as needed; respond to public inquiries courteously.

Skills

Radio dispatching

Two-way radio operation

Education

High school diploma or GED

General office experience (3 years)

Radio dispatching experience (1 year)

Tools

CRM software

Routing software

Dispatch console

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:

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.

ADDITIONAL REQUIREMENTS:

Possession of a valid New Mexico Driver's License, or the ability to obtain by date of hire.

Possession of a City Operator's Permit (COP) within six (6) months from date of hire.

Environmental: Office environment; exposure to computer screens.

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