Call Center Technician (Engineering Technician I)

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.

• Accountability - taking ownership of outcomes and resolving customer issues.
• Customer service - providing timely, respectful, and effective support to meet and exceed customer needs and expectations.
• Effective communication - relaying information to our customers (internal and external) in a clear and concise fashion.
• Problem solving - triaging the different communications CCC receives.
• Flexibility and Resilience - willingness to work after hours and for emergency response inclement weather.

• Benefit
• Retirement

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:

• Any experience in or knowledge of wastewater and/or stormwater systems.
• 1 - 2 years' experience working in a field agency or utility company and/or with field crews providing technical support.
• Intermediate experience in operating a variety of communication equipment to respond to residents, dispatch personnel, and respond to emergency calls, which requires applying good communication and problem-solving skills, customer service, and the ability to work in a rapid pace environment.
• Basic experience in locating information in Tax Map Grids.
• Basic experience using asset management system (database system) to create work orders and retrieve maintenance history.
• Basic experience in using GIS applications.
• Intermediate proficiency in Microsoft Office Suite specifically Word, Excel, and Outlook.