City of Seattle
Overview
Seattle Public Utilities (SPU) is seeking a Senior Operations Response Center Operator to provide leadership in our 24/7 Operations Response Center within the Utility Operations and Maintenance Division. This position serves as the lead operator, handling complex customer issues, coordinating SPU's response to service concerns from city departments and other agencies, and reports to the Operations Response Center Manager.
About Seattle Public Utilities Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about Seattle Public Utilities (SPU), checkout the:
SPU Website
Strategic Business Plan
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities. We know work isn’t only about what you do, it’s also about who you work for and with. SPU provides a fun and family-friendly work environment that supports a work life balance, including:
Family-friendly and multicultural work environment
Generous benefits package
Free public transportation options
City pension plan with employer/employee contributions
Growth potential and advancement opportunities
Customer Service & Operations
Handle escalated customer inquiries and complex service issues; serve as lead contact for service requests from SPU Director's office and Customer Service Bureau
Coordinate utility emergency response, manage all 24-hour notifications, and serve as lead point of contact for all customer service calls and field communications
Monitor and document security events, coordinate responses with law enforcement, and monitor field conditions (traffic, weather, environmental) providing situational updates to management and field responders
Leadership & Training
Provide lead oversight including training, planning, scheduling, work distribution, vacation scheduling, and timesheet completion for Operators
Develop and manage training materials, business processes, and training schedules for ORC Operators and Trainees; serve as training lead for new hires and emergency event call-takers
Conduct quality reviews of Operators' and Trainees' work, assist management with annual performance reviews, and conduct briefings, status updates, and work unit meetings
Administrative & Reporting
Manage 24/7 staffing schedule including coverage for graveyard shifts, weekends, and holidays; maintain and develop emergency call-out lists for on-call field employees
Prepare monthly ORC performance reports and provide status reports as requested by Incident Commander and management during storm events or incidents
Update ORC reference materials and website, document map revisions, serve as point of contact for documentation updates, and maintain ORC records
Develop and execute written protocols for incident response; coordinate SPU response to issues from other city departments and agencies; may perform duties of lower-level positions as needed
Education & Experience Education:
High School diploma or GED
Experience:
Three (3) years of experience in a computerized environment, OR equivalent combination of education, training, and experience.
Required experience must include :
Combination of supervisory or lead experience with dispatch and security monitoring experience
Public contact experience and/or utility field experience with strong customer service focus
Ability to type minimum 35 words per minute
License, Certification & Other Requirements
Water, Wastewater, and Security Monitoring certifications required within one year of hire
Current Washington State driver's license or evidence of mobility
Must pass criminal background check
Work Environment/Physical Demands
24/7 operation requiring work on graveyard shifts, evenings, weekends, and holidays
Primarily office-based environment
Must be able to work rotating shifts to ensure continuous coverage
Desired Qualifications
Outstanding customer service, communication, and interpersonal skills with training experience and ability to communicate effectively within a multicultural workforce
Ability to remain calm during emergencies, handle multiple concurrent situations, and make timely decisions under pressure in a fast-paced, multi-tasked environment
Experience with MAXIMO, Mobile MAXIMO, FOMs, Utiliview, Water Shutdown Tool, Integrated Security System (ISS) and or and/or other work management systems; proficiency in Microsoft Word, Excel, and GIS
Strong independent and team collaboration skills; knowledge of water, drainage and wastewater, and solid waste utility operations
Workplace Environment This position requires daily onsite presence. Individual schedules will be agreed upon by the employee and their supervisor.
Application Requirement(s)
A complete NEOGOV/Government Jobs online application
Attached Resume & Cover Letter describing your skills and experience in relation to this position.
Supplemental Questions Responses
Candidate packages must be complete to be considered
Candidates selected to proceed to the interview phase will be required to complete an assessment as part of the selection process.
The salary range for this position is
$38.66 - $45.06 hourly .
This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SME 14.17. Applicants will be provided an opportunity to explain or correct background information.
Benefits The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City’s website.
Who May Apply The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
Contact If you have any questions, please contact Erika Monroe at erika.monroe@seattle.gov. Learn more about Seattle Public Utilities at our web page.
#J-18808-Ljbffr
About Seattle Public Utilities Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations.
For more information about Seattle Public Utilities (SPU), checkout the:
SPU Website
Strategic Business Plan
SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities. We know work isn’t only about what you do, it’s also about who you work for and with. SPU provides a fun and family-friendly work environment that supports a work life balance, including:
Family-friendly and multicultural work environment
Generous benefits package
Free public transportation options
City pension plan with employer/employee contributions
Growth potential and advancement opportunities
Customer Service & Operations
Handle escalated customer inquiries and complex service issues; serve as lead contact for service requests from SPU Director's office and Customer Service Bureau
Coordinate utility emergency response, manage all 24-hour notifications, and serve as lead point of contact for all customer service calls and field communications
Monitor and document security events, coordinate responses with law enforcement, and monitor field conditions (traffic, weather, environmental) providing situational updates to management and field responders
Leadership & Training
Provide lead oversight including training, planning, scheduling, work distribution, vacation scheduling, and timesheet completion for Operators
Develop and manage training materials, business processes, and training schedules for ORC Operators and Trainees; serve as training lead for new hires and emergency event call-takers
Conduct quality reviews of Operators' and Trainees' work, assist management with annual performance reviews, and conduct briefings, status updates, and work unit meetings
Administrative & Reporting
Manage 24/7 staffing schedule including coverage for graveyard shifts, weekends, and holidays; maintain and develop emergency call-out lists for on-call field employees
Prepare monthly ORC performance reports and provide status reports as requested by Incident Commander and management during storm events or incidents
Update ORC reference materials and website, document map revisions, serve as point of contact for documentation updates, and maintain ORC records
Develop and execute written protocols for incident response; coordinate SPU response to issues from other city departments and agencies; may perform duties of lower-level positions as needed
Education & Experience Education:
High School diploma or GED
Experience:
Three (3) years of experience in a computerized environment, OR equivalent combination of education, training, and experience.
Required experience must include :
Combination of supervisory or lead experience with dispatch and security monitoring experience
Public contact experience and/or utility field experience with strong customer service focus
Ability to type minimum 35 words per minute
License, Certification & Other Requirements
Water, Wastewater, and Security Monitoring certifications required within one year of hire
Current Washington State driver's license or evidence of mobility
Must pass criminal background check
Work Environment/Physical Demands
24/7 operation requiring work on graveyard shifts, evenings, weekends, and holidays
Primarily office-based environment
Must be able to work rotating shifts to ensure continuous coverage
Desired Qualifications
Outstanding customer service, communication, and interpersonal skills with training experience and ability to communicate effectively within a multicultural workforce
Ability to remain calm during emergencies, handle multiple concurrent situations, and make timely decisions under pressure in a fast-paced, multi-tasked environment
Experience with MAXIMO, Mobile MAXIMO, FOMs, Utiliview, Water Shutdown Tool, Integrated Security System (ISS) and or and/or other work management systems; proficiency in Microsoft Word, Excel, and GIS
Strong independent and team collaboration skills; knowledge of water, drainage and wastewater, and solid waste utility operations
Workplace Environment This position requires daily onsite presence. Individual schedules will be agreed upon by the employee and their supervisor.
Application Requirement(s)
A complete NEOGOV/Government Jobs online application
Attached Resume & Cover Letter describing your skills and experience in relation to this position.
Supplemental Questions Responses
Candidate packages must be complete to be considered
Candidates selected to proceed to the interview phase will be required to complete an assessment as part of the selection process.
The salary range for this position is
$38.66 - $45.06 hourly .
This hiring process involves a background check of conviction and arrest records in compliance with Seattle’s Fair Chance Employment Ordinance, SME 14.17. Applicants will be provided an opportunity to explain or correct background information.
Benefits The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City’s website.
Who May Apply The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity.
Contact If you have any questions, please contact Erika Monroe at erika.monroe@seattle.gov. Learn more about Seattle Public Utilities at our web page.
#J-18808-Ljbffr