Dispatch Representative

Gfoat; Princeton (TX); Hybrid; USD 40,000 - 60,000; Full time

Job summary

Gfoat is seeking a dedicated after-hours dispatcher for its Public Works division. Under the Director of Public Works, you will handle after-hours requests, monitor SCADA for status, and escalate issues to appropriate response levels.

The role requires strong customer service, independent initiative, and solid computer skills to manage service orders, communicate with departments, and maintain accurate records. This position emphasizes safety and timely responses in support of utility operations.

Qualifications

• High School diploma or GED with customer service/dispatch experience.
• Texas State Class C driver’s license.
• Must be able to use computer, tablet, and cell phone.
• Able to pass background check, pre-employment drug screening, and physical exam.

Responsibilities

• Receives after-hours customer service requests and dispatches crews.
• Creates service orders via Munis system.
• Takes calls from other departments and contacts on-call personnel.
• Maintains records of all calls and prepares daily briefing.
• Responds to emergencies and monitors SCADA alarms.
• Requests utility line locates using Texas811.
• Communicates with staff and public in a professional manner.
• Ensures compliance with city policies and safety rules.
• Performs clerical duties and general record-keeping.

Skills

Customer service

Dispatch

SCADA monitoring

Communication

Record keeping

Education

High School diploma or GED

Tools

Munis

Texas811

SCADA systems

Procurement Card (P-Card)

Job description

Under the general direction of the Director of Public Works, the purpose of this position is to receive after-hours customer service requests, monitor the Public Works SCADA system for issues and operational status, and elevate issues​ that may arise to an appropriate response level. Employees in this classification have thorough knowledge of the principles of customer service operations, excellent computer systems operation experience. Dispatch representatives typically work alone and must show initiative to work independently while maintaining an efficient approach to prioritizing the complex operations of Public Works divisions. This position is responsible for responding to all citizen requests and initiating service requests based on operating conditions reported by the various monitoring systems. Personnel in this position must be able to use reasoning and logic as considerable independent judgment must be used to accurately resolve issues across all areas of Public Works operations.

Essential Functions:

• Creates service orders for crews, supervisors, and other departments, as needed, using Munis service order management system.
• Takes calls for and from other departments and makes necessary contact with appropriate on-call personnel.
• Maintains records of all calls received.
• Provides emergency dispatch for internal and external departments after‑hours.
• Requests utility line locates using Texas811, to ensure crew and customer safety.
• Responds to customer concerns and inquiries concerning all aspects of water and wastewater operations.
• Monitors the Public Works SCADA system for alarms, alerts, and parameters outside of normal operating levels.
• Performs a variety of general clerical duties, including record input and general correspondence, filing, and performing word processing functions.
• Prepares daily briefing for Public Works Administration review.
• Responds to emergencies and assists personnel under charge in all facets of tasks performed as needed.
• Prepares files and regulatory reports, ensuring reporting deadlines are adhered to and division activities comply with established rules and regulations.
• Performs other related duties as assigned.
• Attendance; regular and timely attendance during assigned work hours. Overtime assignments required as necessary.
• Deadlines: ability to set and meet appropriate deadlines. Timely follow‑up and follow‑through with staff and others.
• Effectively multi‑task and work under time pressure and deadlines.
• Attends training classes and provides feedback for improved work conditions and best management practices.
• Understands and utilizes the required PPE for job functions and follows all safety requirements.
• Communications & Record Keeping; ability to read, comprehend and effectively communicate, both verbally and in writing, in English.
• Communicate effectively and professionally with staff, volunteers, council, and others. Ability to maintain and retain all records and follow the City’s record retention policy.
• Customer Service; must be professional, respectful, helpful, and polite to staff, volunteers, council members, and others at all times. All work must be performed in a timely and satisfactory manner.
• Financial; ensure all expenditures are within budget. Utilize the City’s Procurement Card (P-Card) in an ethical and responsible manner. Submit receipts daily. Ensure all financial functions, record‑keeping, and reporting are performed timely and accurately and that records are properly created and maintained.
• Policies & Procedures; perform duties in accordance with City policies, procedures, standards, and comply with local, state, and federal law.
• Stay Current; keep up with trends and changes.
• Confidential Information: safeguard confidential information and disclose only to those in “need to know”.
• Teamwork: work effectively with others as part of team to ensure efficient operations and enhanced productivity.

High School diploma or GED supplemented by previous experience that includes customer service, dispatch services, or utility management and maintenance. Must possess Texas State Class C driver’s license. Must be able to use a computer, laptop, tablet, and cell phone. Must be able to learn and use software specific to job functions. Reliable transportation, and ability to drive; maintain and provide proof of liability insurance. Have and maintain a professional, inviting, and friendly demeanor. Ability to pass a background check, pre‑employment drug screening, and physical exam.