Lead Utility Dispatcher

WHO WE ARE

At the City of High Point, we celebrate the creator in everyone. Building on our rich cultural history steeped in industrialism and innovation, our employees seek not only to transform themselves, but the world around us. We are collaborators, we are makers, we are visionaries.

We invite you to explore the many opportunities to serve our community, by sharing your talents, skills, and expertise. You’ll be joining a dynamic team of over 1,300 individuals dedicated not just to making a career, but a difference; because what we create in High Point, changes the world! 

OUR CORE VALUES

• Integrity: Saying what we mean and consistently doing what we say with no desire other than the good of the citizens we serve. It means standing up for beliefs. 
• Responsibility: A continual process that emphasizes a high level of personal accountability by each member of the organization.
• Partnership: Adding competitive value and quality to the services provided to our residents, businesses, and visitors through responsible fiscal stewardship, increased innovation, greater use of technology, and expanded civic, neighborhood and regional partnerships. 

WHAT WE OFFER

The City of High Point offers a competitive salary commensurate with education and experience. We also offer generous benefits for full-time employees which include but are not limited to: 

• A guaranteed monthly pension upon retirement, vested after 5 years of service 
• Competitive medical, dental, and vision plans effective day one 
• 401K and 457B Retirement Plans 
• PTO earned within first year
• 12 Paid Holidays per year
• Tuition Reimbursement Plan

YOUR PURPOSE

Take on a vital role in the Utilities Service Division of the Customer Service Department, where you'll manage a variety of essential administrative tasks. You'll handle complex customer service requests, troubleshoot and resolve customer complaints, and dispatch service crews to ensure timely solutions. You'll also maintain essential records, oversee the daily operations of the Dispatch area, and contribute to the smooth functioning of a fast-paced environment. As part of this role, you'll be a key player in delivering top-notch service while managing various operational tasks and ensuring that everything runs efficiently.

WHAT YOU’LL DO

• Dispatches service personnel to address trouble calls efficiently. 
• Completes outage reports, service orders, and connections/disconnections, and prepares required state reports on sewer spills, ensuring accuracy and completeness of all logs. 
• Schedules Cayenta Utility production jobs and coordinates additional support for service crews when necessary. 
• Manages after-hours reconnects and completes detailed customer reports. 
• Answers radio calls, providing real-time information to city work crews. 
• Utilizes computer systems to access critical customer and system data. 
• Monitors systems such as SCADA, Load Control, DCI Sentry, and UPS to manage load, substation operations, and system interruptions. 
• Regularly meets with supervisors or department heads to discuss work situations, receive assignments, and align on priorities. 
• Responds to Fire and Police calls, supporting public safety efforts as needed. 
• Relays information, instructions, and assignments clearly to co-workers. 
• Trains new employees, creating and maintaining relevant training materials. 
• Conducts mid-year and annual employee evaluations to support performance development. 
• Maintains and updates SDS data. 
• Recommends disciplinary actions when job performance or conduct standards are not met. 
• Creates and manages dispatcher schedules to ensure optimal coverage. 
• Maintains bi-weekly timekeeping and data entry in the SumTotal System. 
• Participates in interviews with prospective employees, offering insights on qualifications. 
• Ensures all work complies with OSHA and City Safety Standards and Policies. 
• Keeps the Customer Service Manager informed about ongoing, scheduled, or planned work activities.

MINIMUM REQUIRED QUALIFICATIONS

• High School Diploma or GED. 
• Valid Driver’s License. 
• Minimum of 2 years of utility dispatching experience. 
• Ability to work a flexible schedule, including nights, weekends, and holidays. 
• Ability to understand and follow both oral and written instructions, establish work procedures, and effectively interact with employees and citizens. 
• Effective communication skills, including clear verbal communication via telephone and radio.
• General knowledge of bookkeeping, office procedures, practices, and equipment, with the ability to follow detailed work procedures. 
• Proficient in using personal computers and various software applications

PREFERRED QUALIFICATIONS

• Supervisory experience. 
• 5 years of utility dispatching experience. 
• Experience with SCADA hardware/software.

OUR COMMITMENTS

The City of High Point is dedicated to fostering a work environment that values individuals from all backgrounds and seeks to attract and retain the most qualified partners in service to the citizens of High Point. As an at-will employer, the City allows employees to terminate their employment, or be terminated at any time, with or without cause, as long as it is not prohibited by law.

The City of High Point is committed to classifying and compensating its employees fairly for the work they do, weighing both the internal capabilities and the external market. While the job description is not intended to and does not create a contract of employment, we are excited to use this “living document” as a guide for managing performance and positions to ensure job descriptions are reflective of the current work required by the incumbent or expected by any candidate to whom an offer of employment is extended.

The City of High Point is committed to providing a safe, comfortable working environment for all employees. To that end, we are proud to comply with all Occupational Safety and Health Administration (OSHA) requirements, as well as make reasonable accommodations to candidates and employees as we are able in accordance with the Americans with Disabilities Act (ADA). Candidates selected for employment must undergo (a.) a drug screening, in accordance with the City’s drug and alcohol policy and (b.) a background screening to determine whether there is any current, pending, or previous charge, conviction or other infraction deemed incompatible with service in the capacity for which the candidate is being hired. Certain positions are considered so critical to the health and safety of others that a candidate cannot be placed in any of those positions without passing a pre-placement physical exam. Successful results from these conditions will result in an offer of employment.

Application Deadline: In the event of high candidate volume, this position may be removed earlier than the stated closing date. If interested, we encourage you to apply as soon as possible.

Salary : $45,631 - $58,469