Call Center Technician (Engineering Technician I)

Job Announcement

Do you have the ability to communicate empathy and concern, problem-solve and build a good connection with your customer? This position is part of a team of customer service professionals that provide excellent response to sanitary sewer and stormwater emergencies and maintenance requests. The Water Resources and Infrastructure (WRI) Customer Communications Center (CCC) provides customer support to several wastewater and stormwater divisions in the Department of Public Works and Environmental Services (DPWES) 24 hours a day, 7-days a week, including holidays, weekends, and County administrative leave days.

Summary of Responsibilities :

• Provides excellent customer service to residents, business owners, and other local, state and federal agencies in a professional manner.
• Answers, responds to, refers, and / or transfers phone calls, emails, and any other type of communication such as virtual, electronic, or written concerning sanitary sewer and stormwater emergencies and maintenance requests.
• Uses Geographic Information System (GIS) applications to research the location and ownership of sanitary sewers, stormwater, and other utility infrastructure to assist the investigation by field crews / inspectors, and to make appropriate decisions when responding to inquiries.
• Investigates and records appropriate information to create, update, and close service requests and work orders in asset management system for Stormwater & Wastewater Management.
• Updates boards, contractor information, staff availability, and logbooks on a daily, weekly, or biweekly basis as provided by supervisors, agency staff, and field crews.
• Monitors Pumping Stations Branch (PSB) alarms on Supervisory Control and Data Acquisition (SCADA) and Scout systems. Logs PSB personnel in and out of pumping stations during regular business hours and relays status of alarms to appropriate mechanical, electrical, or instrumentation personnel.
• Uses county electronic technology to send emails and texts when dispatching trouble response inspectors / investigators (TRIs) and crew members to emergency sites and inputs arrival, leaving times and other details such as date, time, location, name of caller, and name of inspector assigned in the call center system.
• Maintains knowledge of environmental regulations plus understanding general agency practices and policies, county website and SharePoint and other available resources and uses them effectively to provide appropriate information, guidance, and response.
• Maintains a knowledge of environmental regulations to comply with reporting procedures for Sanitary Sewer Overflows (SSOs) and backup reports and makes the initial compliance reports.

The ideal candidate must possess the following skills :

Note : Wastewater Management positions are responsible for providing uninterrupted sewer service to residents during extreme inclement weather or other emergencies. This position is designated as emergency service and is subject to 24-hour on-call (24-hours a day / seven days a week) and may be required to report to work during extreme inclement weather or other emergencies, including after-hours and weekend work during emergency incidents to fulfill emergency service duties. Overtime may be mandated when emergencies occur related to the health, welfare, or safety of either the public or employees. This position is required to maintain a flexible schedule to work rotating shifts of 8 or 12 hours.

Wastewater Management is part of the Department of Public Works and Environmental Services (DPWES), please visit us here to learn more about us.

DPWES is a diverse, nationally accredited and award-winning public works agency with approximately 1,000 employees providing solid waste, capital facility development, wastewater, stormwater, urban forestry, and land acquisition management services for the most populous county in Virginia. Join our team to help us protect the environment and serve the people of Fairfax County by creating and preserving a sustainable community that is an ideal place to live, work, and play for everyone.

Benefits : Fairfax County Government is committed to our employees, and offers comprehensive benefits, including a defined-benefit retirement plan; medical, life and disability insurance; paid leave; tuition reimbursement; and reasonable accommodations for individuals with disabilities. Through our LiveWell Program and the County Benefits Division, we endeavor to cultivate a culture of wellbeing that empowers, educates, and engages employees and retirees to make life-long choices that promote a holistic approach to their physical, mental, emotional, social, spiritual, and financial wellness. Please review our awesome benefits :

Employment Standards

MINIMUM QUALIFICATIONS :

Any combination of education, experience, and training equivalent to the following : (Click on the aforementioned link to learn how Fairfax County interprets equivalencies for "Any combination, experience, and training equivalent to")

High school graduation or a GED issued by a state department of education; and one year of engineering technical support work experience or one year of post-secondary vocational trade school or completion of one year of an applied science associate's degree.

NECESSARY SPECIAL REQUIREMENTS :

The appointee to the position will be required to complete a criminal background check and pre-employment medical evaluation to the satisfaction of the employer.

PREFERRED QUALIFICATIONS :

PHYSICAL REQUIREMENTS :

Ability to communicate, both orally and in writing to receive calls, research information, make decisions, input, access, and retrieve information from a computer, and dispatch by calling and texting trouble response inspectors and crews to emergency sites. Ability to lock the building, which requires the ability to walk around and verify that door locks and monitoring cameras are safe and secure. Ability to work 12-hour shifts, including night shifts, holidays, weekends, and county administrative leave days. Must be able to sit for long periods of time as necessary to cover a 12-hour shift. Requires the ability to stoop, bend and reach. Ability to be onsite to respond to pump station alarms, dispatch crews, and open security gates for employees responding to emergencies. Physically and mentally able to use all applicable personnel protective equipment in an outdoor environment, including hardhat, eye protection, hearing protection, safety footwear and personal fall arrest harness. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE :

Panel interview and may include exercise.

Fairfax County is home to a highly diverse population, with a significant number of residents speaking languages other than English at home (including Spanish, Asian / Pacific Islander, Indo-European, and many others.) We encourage candidates who are bilingual in English and another language to apply for this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and / or interview processes per the Americans with Disabilities Act. TTY 703-222-7314. DHREmployment@fairfaxcounty.gov EEO / AA / TTY.

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