DC Government Careers
Job Summary
This position is located in the Customer Services Division, Parking Enforcement Management Administration, Department of Public Works. The Customer Services Division provides dispatching services, information management, service requests and service delivery, and problem resolution services to both internal and external customers.
Duties and Responsibilities
Incumbent answers, screens, and processes requests for information, general services, and problem-resolution activities from the general public, employees within the Administration, Department, and general government through direct telephone contact, an automated customer service tracking system, a radio communication system, face-to- face contact or written communication. Under general supervision, incumbent performs dispatching duties using the WALES and CAD computer systems to dispatch cranes for towing requests. Monitors Officer Command to gain information on tows completed by DPW tow trucks. By association directs and deploys parking enforcement vehicles. Ensures that action is taken on service requests received by telephone, mail, in person, and through the Salesforce system. Ensures that telephone, mail, and in-person customer service requests are quickly entered into the Salesforce system for tracking purposes.
Qualifications and Education
Applicants must have Specialized Experience. Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.
Licenses and Certifications
None
Work Conditions/Environment
The physical work environment is in a call center environment. The use of a headset, handheld radios, and other communication equipment is a regular requirement. Long periods of sitting using a service delivery tracking system from a computer terminal, keyboard action, and long periods of use of a computer screen.
Other Significant Factors
Tour of Duty:
The incumbent works on rotating shifts, overnights hours and weekends in the 24-hour Customer Service Center. Work may require mandatory overtime, including observed holidays.
Pay Plan, Series and Grade:
CS-0301-07
Promotion Potential:
Promotion Potential CS-0301-09
Salary Range:
$42,704-$56,096
Collective Bargaining Unit:
This position is not in the Collective Bargaining Unit
Duration of Appointment:
Career Service (Permanent)
Essential Designation:
The position is designated as an essential government employee as defined under the D.C. personnel regulations. The incumbent may be required to work during a declared emergency when non-essential and non-emergency employees are dismissed.
Position Designation:
This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
Additional Requirement:
Incumbents will have access to the Metropolitan Police Department (MPD) WALES database which requires each incumbent to have completed a background investigation which includes fingerprinting.
EEO Statement:
The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Applicants must provide adequate evidence to support their response to each of the multiple-choice questions in the subsequent text box question. An applicant's failure to support their responses to multiple-choice questions in the subsequent text boxes will result in disqualification and will not receive further consideration.
This position is located in the Customer Services Division, Parking Enforcement Management Administration, Department of Public Works. The Customer Services Division provides dispatching services, information management, service requests and service delivery, and problem resolution services to both internal and external customers.
Duties and Responsibilities
Incumbent answers, screens, and processes requests for information, general services, and problem-resolution activities from the general public, employees within the Administration, Department, and general government through direct telephone contact, an automated customer service tracking system, a radio communication system, face-to- face contact or written communication. Under general supervision, incumbent performs dispatching duties using the WALES and CAD computer systems to dispatch cranes for towing requests. Monitors Officer Command to gain information on tows completed by DPW tow trucks. By association directs and deploys parking enforcement vehicles. Ensures that action is taken on service requests received by telephone, mail, in person, and through the Salesforce system. Ensures that telephone, mail, and in-person customer service requests are quickly entered into the Salesforce system for tracking purposes.
Qualifications and Education
Applicants must have Specialized Experience. Experience that equipped the applicant with the particular knowledge, skills, and abilities to perform successfully the duties of the position, and that is typically in or related to the work of the position to be filled. To be creditable, one (1) year of specialized experience must have been equivalent to at least the next lower grade level in the normal line of progression.
Licenses and Certifications
None
Work Conditions/Environment
The physical work environment is in a call center environment. The use of a headset, handheld radios, and other communication equipment is a regular requirement. Long periods of sitting using a service delivery tracking system from a computer terminal, keyboard action, and long periods of use of a computer screen.
Other Significant Factors
Tour of Duty:
The incumbent works on rotating shifts, overnights hours and weekends in the 24-hour Customer Service Center. Work may require mandatory overtime, including observed holidays.
Pay Plan, Series and Grade:
CS-0301-07
Promotion Potential:
Promotion Potential CS-0301-09
Salary Range:
$42,704-$56,096
Collective Bargaining Unit:
This position is not in the Collective Bargaining Unit
Duration of Appointment:
Career Service (Permanent)
Essential Designation:
The position is designated as an essential government employee as defined under the D.C. personnel regulations. The incumbent may be required to work during a declared emergency when non-essential and non-emergency employees are dismissed.
Position Designation:
This position has been designated as security sensitive therefore the incumbent of this position will be subject to enhanced suitability screening pursuant to Chapter 4 of DC Personnel Regulations, Suitability and as such, incumbents of this position shall be subject to criminal background checks, background investigations, and mandatory drug and alcohol testing, as applicable.
Additional Requirement:
Incumbents will have access to the Metropolitan Police Department (MPD) WALES database which requires each incumbent to have completed a background investigation which includes fingerprinting.
EEO Statement:
The District of Columbia Government does not discriminate in employment on the basis of race, color, religion, sex (including pregnancy and gender identity), national origin, political affiliation, sexual orientation, marital status, disability, genetic information, age, membership in an employee organization, retaliation, parental status, military service, or other non-merit factor.
Applicants must provide adequate evidence to support their response to each of the multiple-choice questions in the subsequent text box question. An applicant's failure to support their responses to multiple-choice questions in the subsequent text boxes will result in disqualification and will not receive further consideration.