Provides after-hours on-call response and dispatch services to support 24/7 operations. Calls operations staff per call-in procedures and relays information to complete service calls and emergency response. Relays emergency calls per protocol. Sources basic information to respond and/or guides callers to the corporate website for additional information/resources. Informs management of technical issues, gaps, errors, and missing information in knowledgebase and provides suggestions to improve and update processes/information.
Customer service and communication skills to determine customer needs; understand/relay information; build rapport; de-escalate and communicate with callers in crisis; respond to inquiries and verify basic information; deal with sensitive information using confidentiality, courtesy and tact; respond to unscripted emergency situations acquired through a grade 12 education and 2 years of related experience in a customer service/call management or dispatch experience in a fast paced emergency or priority based service environment.
Organizational skills to enter data, follow scripts, maintain records, and deal with multiple priorities and fluctuating call volumes.
Computer skills with ability to use software such as Microsoft Office, telephone software, call centre technologies, GIS, and two-way radio for dispatch. Ability to simultaneously use and navigate multiple software programs while entering data accurately.
Please apply online, by the closing date Dec 31, 2020 quoting competition number 2019-2339, or drop off your resume to the Region of Waterloo, Information Desk located on the main floor at 150 Frederick Street, Kitchener, ON N2G 4J3.