Dispatch Operator

Summary

Dispatch OperatorSalary is just one component of FPUA's excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the "Benefits" tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.The Dispatch Operator role is responsible for receiving, prioritizing, and coordinating requests for Water, Wastewater, Gas, Electric Engineering and Customer Service Departments by effectively communicating with field personnel and customers during nonbusiness hours. This role serves as a central point of contact, ensuring timely response, accurate information flow, and operational continuity in a fast-paced, mission-critical environment.Must possess:Ability to incorporate and employ on a continuous basis: initiate change, creativity, collaboration, pride and accountability.Considerable knowledge of computer operation.Effective problem-solving and decision-making skills.Strong verbal and written skills.Knowledge of procedures for trouble dispatching.Knowledge of safety rules, regulations and first aid.Ability to maintain effective working relationships with fellow employees, public and other systems.Ability to handle high call volumes and manage multiple tasks efficiently.Ability to analyze customer accounts, interpret payment data, and explain billing information concisely.Ability to make routine decisions in accordance with established guidelines and apply them appropriately in work situations.Ability to type accurately, operate standard office and communication equipment.Ability to keep accurate records and generate reports.Familiarity with City Codes, FPUA policies, and utility practices is preferredGraduation from an accredited high school or possession of an acceptable equivalency diploma. Prior dispatch, call center, operations, or communications experience preferred. Valid State of Florida driver's license is required. When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.Dispatches on-call field personnel for FPUA Water, Wastewater and Natural Gas Utilities during nights, weekends and holidays in accordance with established procedures and escalation protocols. Provides clear, concise instructions to field personnel during routine operations and emergency situations. Receives incoming calls from customers, contractors, and internal personnel and determines appropriate response actions. Accurately document events, actions taken, and communication in logs, databases and Online Dashboard systems. Assists System Operations during major electric system events. This could include real-time updating of system maps to accurately communicate with customers via text messaging. Data entry for NJUNS (National Joint Use Notification System) and Outdoor/Street Light repairs. Monitor DER (Distributed Energy Resources) applications and permits for Electric Engineering Generate Service Orders and Work Requests. Communicates clearly and effectively with field crews, supervisors and management. Maintain compliance with policies, regulations, and safety protocols. Process after-hour and weekend new service applications, reconnections, and disconnections. Performs shift work, including nights, weekends, holidays, and emergency call-outs as required. Performs other duties as assigned.

Job Description

Dispatch OperatorSalary is just one component of FPUA's excellent total compensation package. As an organization, one of our top priorities is to maintain the health and wellbeing of our employees and their families. To achieve this goal, we offer market leading benefits as summarized under the "Benefits" tab above the Description within this job posting. The salary range shown represents the minimum to midpoint salary for this position. The actual salary offered will depend on qualifications and experience.The Dispatch Operator role is responsible for receiving, prioritizing, and coordinating requests for Water, Wastewater, Gas, Electric Engineering and Customer Service Departments by effectively communicating with field personnel and customers during nonbusiness hours. This role serves as a central point of contact, ensuring timely response, accurate information flow, and operational continuity in a fast-paced, mission-critical environment.Must possess:Ability to incorporate and employ on a continuous basis: initiate change, creativity, collaboration, pride and accountability.Considerable knowledge of computer operation.Effective problem-solving and decision-making skills.Strong verbal and written skills.Knowledge of procedures for trouble dispatching.Knowledge of safety rules, regulations and first aid.Ability to maintain effective working relationships with fellow employees, public and other systems.Ability to handle high call volumes and manage multiple tasks efficiently.Ability to analyze customer accounts, interpret payment data, and explain billing information concisely.Ability to make routine decisions in accordance with established guidelines and apply them appropriately in work situations.Ability to type accurately, operate standard office and communication equipment.Ability to keep accurate records and generate reports.Familiarity with City Codes, FPUA policies, and utility practices is preferredGraduation from an accredited high school or possession of an acceptable equivalency diploma. Prior dispatch, call center, operations, or communications experience preferred. Valid State of Florida driver's license is required. When considering new job applicants, a comparable amount of training and experience may be substituted for the minimum qualifications.Dispatches on-call field personnel for FPUA Water, Wastewater and Natural Gas Utilities during nights, weekends and holidays in accordance with established procedures and escalation protocols. Provides clear, concise instructions to field personnel during routine operations and emergency situations. Receives incoming calls from customers, contractors, and internal personnel and determines appropriate response actions. Accurately document events, actions taken, and communication in logs, databases and Online Dashboard systems. Assists System Operations during major electric system events. This could include real-time updating of system maps to accurately communicate with customers via text messaging. Data entry for NJUNS (National Joint Use Notification System) and Outdoor/Street Light repairs. Monitor DER (Distributed Energy Resources) applications and permits for Electric Engineering Generate Service Orders and Work Requests. Communicates clearly and effectively with field crews, supervisors and management. Maintain compliance with policies, regulations, and safety protocols. Process after-hour and weekend new service applications, reconnections, and disconnections. Performs shift work, including nights, weekends, holidays, and emergency call-outs as required. Performs other duties as assigned.