Emergency Operations Center Specialist

Emergency Operations Center Specialist The Emergency Operations Center Specialist is responsible for communications in response to internal and external customer inquiries and emergency situations on a 24-hour basis.Essential functions include:Responding to customer inquiries and routing information to appropriate parties.Dispatching and assisting personnel concerning emergency responses and general maintenance responses.Initiating general work orders and distributing field service orders for a variety of internal customers via email, two-way radio transmission and telephone.Responding to customer billing inquiries and processing online updates to customer account files and customer service programs, to include multiple monetary payments using customer service computer based programs.Simultaneously operating multiple types of communication consoles such as PC-based radio system and computerized customer information system.Applying basic radio communications protocols under the FCC rules and regulations.Analyzing, preparing and distributing situation reports to senior and executive management.Interpreting and implementing emergency plans and documenting emergency responses.Monitoring field unit locations and activity.Maintaining current situational awareness of all SAWS policies, procedures and activities in order to facilitate awareness to the public and internal employees.Performing other duties as assigned.Decision making includes working under general supervision.Minimum requirements include:High School diploma or GED.Three years' customer service experience performing call center and/or dispatching functions.Proficient in the use of computerized customer service, dispatching systems, word processing, Excel spreadsheets, and multiple database software applications.Proficient at reading and interpreting maps and graphic schematic plans.Able to use the two-way radio communications systems.Able to use the Incident Command System and the National Incident Command System.Ability to work regularly scheduled shifts within SAWS's hours of operation including the training period where lunches and breaks are scheduled with the flexibility to adjust daily schedule and work overtime and/or weekends as needed.Preferred qualifications include:Bilingual in English/Spanish.Proficient on the use of two-way radio communications systems.Proficient at reading and interpreting maps and graphic schematic plans.Proficient on the Incident Command System and the National Incident Command System.Job dimensions include constant contact with internal and external customers, field personnel and the general public. Communicates effectively, verbally and in writing.Physical demands and working conditions are in an office environment. Physical requirements include lifting up to 25 pounds occasionally. Subject to sitting, standing and walking for long periods of time. Requires speech, hearing and visual acuity. Required to work hours other than regular schedule, including shift work, weekends and holidays on a rotating basis. May be required to be on-call and work overtime.