PART-TIME DISPATCHER - City of Mississauga - Mississauga, ON

PART TIME DISPATCHER

Working for the City means you are part of something big, something special!! You will be part for a team of engaging, enthusiastic and dedicated people that are committed to collaborating with one another to deliver on our commitment to the residents, visitors and businesses of Mississauga.

Your job responsibilities

The Dispatcher provides call taking and dispatching services to Works Operations & Maintenance, Enforcement (Parking, Animal Services, By-Law), Parks, Forestry and others. The Dispatcher will liaise with the 3-1-1 Citizen Contact Centre and Emergency Services including Police, Fire and EMS. The incumbent will:

Respond to inbound customer inquiries, complaints and requests from a variety of sources, such as phone and on-line services, primarily from the general public.

Make outbound calls to supporting agencies, field-staff, on-call staff (including union staff) and emergency services.

Prioritize and dispatch calls and requests to field staff depending on the nature and urgency of the calls.

Provide first call resolution and information to callers on a variety of questions, for example animal services issues in the summer months.

Provide excellent customer service to both internal and external customers with the ability to deal with conflicting and emergency situations in a fast paced environment with changing priorities.

Provide support to field staff to ensure their safety in various environments and situations, some of them unpredictable.

Effectively use tools such as V Com radio and computer aided dispatch, Cisco IPCC call routing, GPS, CRM (Infor), Chameleon and a variety of computer applications to log and document activities accurately.

Required to maintain ongoing radio contact with field staff, which is important to ensure their safety.

Contact City staff when required, and liaise with emergency services and outside agencies.

Perform other related duties as assigned.

Here’s what you bring to the table

Minimum grade 12 education with post-secondary education in emergency communications preferred.

3-5 years of customer service experience in an inbound call-centre and/or central radio-based dispatch, preferable in a public service environment.

Knowledge of City of Mississauga by-laws; geography, urban wild life and City services is an asset.

Demonstrated excellence in customer service and first call resolution skills combined with the ability to deal with all levels in the organization, including elected officials.

Strong working knowledge of Microsoft Office and familiarity with call centre computer applications such as Cisco IPCC call routing and customer relationship management software

Demonstrated attention to detail and accuracy is important to capture and dispatch critical information.

Must have strong verbal and written communication skills with a demonstrated ability to effectively handle customers with tact and diplomacy.

Ability to work under pressure with strong decision making skills while performing in an environment with changing priorities and presenting issues, some of them of an emergency nature.

Ability to work independently with minimal supervision as well as work collaboratively in a team environment by sharing information and in seeking resolution to problems.

Note:
Must be flexible, willing and able to work a variety of shifts based on a 24 hour cycle including night shift, weekends and holidays.

Number of hours per week will vary depending on seasonal requirements.

This is a bargaining unit position.

Hours of Work: Hours will vary.

Hourly rate: $24.24

Closing Date: May 30, 2016

Department: Transportation and Works Department/Division: Works Operations and Maintenance/Unit: Office Services Section

A Criminal Record Search will be required of the successful candidate, at their own expense, to verify the absence of a criminal record for which a pardon has not been granted.

We thank all who apply, however, only those candidates selected for an interview will be contacted.

All personal information is collected under the authority of the municipal Act.