Position Description

The Utility Customer Care Agent 2-Dispatch position is located in the Customer Care Center Division of Metro Water Services (MWS) serves in the Dispatch area receiving customer and emergency calls and transmitting service requests/work orders for utility-related services to work crews and other authorities, agencies, or departments. This is a sedentary job in a traditional office environment. The work schedule for this position varies and requires working any shift necessary to staff a 24/7/365 operation.
This position is in the Target Forward program. Employees in the Target Forward Program can automatically qualify for a job promotion and salary increase once years of experience, knowledge, skills, abilities and other qualifying parameters have been met.
Employees at Metro Water Services (MWS) work around the clock to supply, treat, manage, and protect our water resources in a sustainable manner for the benefit of all who live, work, and play in our community. Our dedicated, diverse workforce provides high quality drinking water and the best in wastewater treatment, storm water management, and waste collection services for our customers in the Nashville-Davidson County area. Our employees work together to service more than 210,000 water and 216,000 sewer accounts along with over 150,000 curbside waste collection customers.

Typical Duties

• Receives and transmits routine and emergency calls for water and sewer services.
• Answers questions and complaints concerning services to consumers and contractors.
• Maintains written and computer records of all complaints and work activities.
• Assists customers with billing and account information.
• Utilizes software system to gather, relay information and create work orders.
• Generates water/sewer work orders for field activities through CMMS and CIS systems.
• Researches information through the GIS and other resources to properly add data into Computerized Maintenance Management System (CMMS).
• Schedules shutdowns for water services.
• Answers emergency calls from customers and assist in CCC calls
• Responds to customer calls, chats and the online email box.
• Communicates through all available avenues, cell, landline, text and email to internal customers.
• Assists field supervisors with job set up information including: Tennessee-One-Call authorization, Lane/Street closures, Barricades, Port-a-John and/or traffic control.
• Documents work activity in various information systems.
• Handles complaints and inquiries by telephone or in person for various divisions.

Minimum Qualifications

High School Diploma and six (6) years of customer relations or construction, maintenance, and repair experience.
Additional experience may be considered in lieu of education
Candidates with accreditations earned in a foreign institute are encouraged to apply.
Note: Per Metro Ordinance No. SO94-1078. All employees of the Metropolitan Government shall be residents of the State of Tennessee or become residents of the state within six (6) months of employment as a prerequisite to employment with the Metropolitan Government.

Preferred Experience, Knowledge, Skills, and Abilities

• Dispatch experience
• Knowledge of resources needed to dispatch crews for routine and emergency water/sewer services
• Experience using software programs including Customer Information Systems, Asset Management Systems, ESRI GIS, or similar
• Experience in utilizing multiple software applications simultaneously

Full-time, Civil Service positions -
10 Vacation Days per year (increasing after 5 years of service)
1 Sick Day per month
12 Paid Holidays per year
Public Safety - Sworn and Civilian positions -
20 vacation days per year
3 Personal days per year
1 Sick Day per month
12 paid holidays per year
Part-time, Non Civil Service positions - Visit HR and Benefits webpages for more information.
Full-time, Non Civil Service positions - contact hiring department for benefits information
Seasonal/Temporary positions - no benefits offered.