Acro Service Corp · 3 hours ago
Call Center Operator
Burke, VA
Contract
Onsite
Entry Level
$18/hr - $19/hr
1+ years expAcro Service Corp is seeking a Call Center Technician to provide excellent customer service to residents and agencies regarding sanitary sewer and stormwater emergencies. The role involves responding to communications, utilizing GIS applications, and maintaining knowledge of environmental regulations while managing service requests and work orders.
ConsultingInformation TechnologyStaffing Agency
Hiring Manager
Bittu Singh
Responsibilities
Provide 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
Using 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
Investigating and recording appropriate information to create, update, and close service requests and work orders in asset management system for Stormwater & Wastewater Management
Updating 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 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 TRI s 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
Maintaining knowledge of environmental regulations plus understanding general agency practices and policies, County website and SharePoint and other available resources and using 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
Qualification
Required
Provide 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
Using 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
Investigating and recording appropriate information to create, update, and close service requests and work orders in asset management system for Stormwater & Wastewater Management
Updating 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 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 TRI s 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
Maintaining knowledge of environmental regulations plus understanding general agency practices and policies, County website and SharePoint and other available resources and using 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
Any combination of education, 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
High school graduation or a GED issued by a state department of education
PHYSICAL REQUIREMENTS: Ability to communicate, both orally and in writing, to receive calls, research information, make decisions, input, access, and retrieve information from a computer, and dispatch by calling and texting trouble response inspectors and crews to emergency sites
Ability to lock the building, which requires the ability to walk around and verify that door locks and monitoring cameras are safe and secure
Ability to work 12-hour shifts, including night shifts, holidays, weekends, and county administrative leave days
Must be able to sit for long periods of time as necessary to cover a 12-hour shift. Requires the ability to stoop, bend and reach
Ability to be onsite to respond to pump station alarms, dispatch crews, and open security gates for employees responding to emergencies
Physically and mentally able to use all applicable personnel protective equipment in an outdoor environment, including hardhat, eye protection, hearing protection, safety footwear and personal
Preferred
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 Geographical Information System (GIS) applications
Intermediate experience in Microsoft Office Suite specifically MS Word, EXCEL, Outlook
Working/training between 20-32 hours on weekdays during business hours between 7a-4:30p
Once training has been completed it's possible some staff will be filling in weekend or overnight shifts (7a-7p or 7p-7a)
One year of post-secondary vocational trade school or completion of one year of an applied science associate's degree
Company
Acro Service Corp
With singular global reach and agility, Acro Service Corporation offers you a unique integrated approach to staffing and consulting solutions.
1001-5000 employees
Funding
Current Stage
Late StageLeadership Team
Chris Ehrhart, CCWP
VP - Global Supplier Partnerships
Staci Dodson Beurer SPHR, SHRM-SCP, CSP
Chief People Officer (VP, HR)
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