Seattle Public Utilities
Senior Operations Response Center Operator
Seattle Public Utilities, Seattle, Washington, us, 98127
Overview
Senior Operations Response Center Operator — Seattle Public Utilities (SPU) is seeking a lead operator for the 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. Responsibilities
Handle escalated customer inquiries and complex service issues; serve as lead contact for service requests from the 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 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 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 Qualifications
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 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 Requirements
A complete NEOGOV/Government Jobs online application Attached Resume & Cover Letter describing your skills and experience in relation to this position Supplemental Questions Responses Candidates submitting an incomplete Application Packages will NOT 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 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 and Equal Employment Opportunity
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 at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans. 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. If you have any questions, please contact Erika Monroe at erika.monroe@seattle.gov. Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/
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Senior Operations Response Center Operator — Seattle Public Utilities (SPU) is seeking a lead operator for the 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. Responsibilities
Handle escalated customer inquiries and complex service issues; serve as lead contact for service requests from the 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 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 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 Qualifications
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 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 Requirements
A complete NEOGOV/Government Jobs online application Attached Resume & Cover Letter describing your skills and experience in relation to this position Supplemental Questions Responses Candidates submitting an incomplete Application Packages will NOT 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 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 and Equal Employment Opportunity
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 at: https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans. 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. If you have any questions, please contact Erika Monroe at erika.monroe@seattle.gov. Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/
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