Damage Prevention Associate

Exciting Job Opportunity: Join the Underground Utility Protection Team!

Are you ready to be the first line of contact in safeguarding Virginia’s underground utilities? We are looking for passionate and skilled Damage Prevention Associates (DPA) to join our dynamic team at Virginia 811’s inbound contact center. This is a remote working position, with equipment provided so that team members can interact with customers, attend training, meetings, and participate in necessary communications with Virginia 811 via web conference/video platforms. Applicants must reside within Virginia and must have access to a broadband internet connection.

As a DPA you will be at the forefront of communication, interacting with contractors, excavators, and property owners who need to notify underground utility owners of their excavation plans. Your expertise will be crucial in ensuring the seamless implementation of the Virginia Damage Prevention Act.

What You Will Do:

• Be a Hero on the Line: Handle incoming calls and electronic requests from contractors, excavators, and homeowners with your professional telephone skills. Your active listening abilities will address their needs and guide them through the Virginia 811 processes.
• Master of Mapping: Utilize our exceptional mapping skills to accurately create notices of excavation. You will utilize cutting edge computer mapping programs and access various websites to pinpoint the dig site with precision.
• The Information Guru: Share your extensive knowledge of the Virginia Underground Utility Damage Prevention Act with those seeking guidance.
• Continuous Learning: Fuel your passion for growth and development by attending meetings, seminars, and training events. Stay ahead of the curve and master the skills required for this dynamic position.

What You Bring:

• Navigate Like a Pro: Show off your computer navigational skills, efficiently using multiple programs and websites to confirm information provided by callers.
• Critical Thinker: Your ability to think logically and critically will prevent errors and ensure the safety of lives and properties.
• Word Wizard: Demonstrate your excellent word processing skills with impeccable grammar and spelling.
• Customer Service Royalty: Exude premier customer service skills, ensuring that each caller feels heard and valued.
• Adaptability: Thrive in a changing environment and be flexible when necessary, making you an invaluable asset to the team.

Full Time Benefits

• Starting at $18.75 per hour
• Medical, Dental, Vision, and Life Insurance
• 401K including Company Match
• Extensive training with knowledgeable and experienced team members

Essential Duties and Responsibilities:

1. Receive incoming telephone calls and electronic requests from contractors, excavators, and homeowners.
2. Input data provided by the excavator: utilize mapping skills, access mapping tools provided within the system and on various websites, to accurately create a notice of excavation.
3. Locate the excavation area(s) on a computer-mapping program and utilize the tools provided to accurately determine the dig site.
4. Provide information regarding Virginia Underground Utility Damage Prevention Act.
5. Attend meetings, seminars, training events, classes, etc. to further the knowledge and skills required for the position.
6. Perform other duties as assigned that are required for the successful operation of the Virginia 811 notification center.

Qualification Requirements:

Knowledge and Skills

• Professional telephone skills to include using active listening skills with the caller and addressing their needs as it applies to Virginia 811 processes.
• Computer navigational skills to include using multiple programs and websites to accurately confirm information provided by the caller.
• Comprehensive mapping skills to include the ability to take verbal instructions verbatim, and match the instructions to the mapping program.
• Ability to use logic and critical thinking skills to prevent errors that may cause loss of life and / or property.

• Possess cognitive skills to comprehend and process information from the customer to apply to the ticketing process.
• Excellent word processing skills to include appropriate grammar and spelling.
• Knowledge of contact center operations.
• Knowledge & skills in computer and software operating systems.
• Premier customer service skills.
• Ability to be self-directed to succeed in changing environments.
• Ability to be flexible and make changes as necessary.
• Ability to work cooperatively as a team member.
• Ability to show an enthusiastic attitude toward work and co-workers and project enthusiasm about work, projects, changes, and directives.

Physical Requirements

• Ability to sit at a workstation and type on a computer keyboard for a period of 4 to 12 hours.
• Ability to express or exchange ideas by means of the spoken word, impart verbal information to clients or to the public and convey detailed or important spoken instructions accurately, loudly, and quickly to other workers.
• Ability to receive detailed information through verbal communication and make fine discriminations in sounds.
• Ability to perceive the nature of sounds to review recordings of telephone calls between excavators and DPS team members.
• Ability to view a computer screen to determine the mapping accuracy of the excavation site drawn by the DPS team members.
• Ability to distinguish between colors to view orthophotography and mapping data on a computer screen.
• Ability to read close-up and do close-up work. Specific vision abilities required by this job include close-up vision, distance vision, color vision, peripheral vision, depth of perception, and ability to focus.
• No physical lifting or exertion is required.

Equipment Used:

Office equipment such as computers, copiers, and scanners