Communication Center Specialist

Position Summary

Ensure the delivery of services for the assigned department or division through radio communication; operate equipment necessary for communication and dispatch appropriate services as needed for the operation of assigned department or division.

Job descriptions are intended to present a general list of tasks/duties performed by employees within this job classification. Job Descriptions are not intended to reflect all duties performed within the job.

Essential and Supplemental Functions

ESSENTIAL FUNCTIONS: Essential functions may include but are not limited to the functions listed below. Must be able to perform the essential functions of the job with or without a reasonable accommodation.

• Receive all incoming calls and requests through various forms of communications equipment and computer programs including a two-way radio, switchboard, TDD (Telephone Device for the Deaf) telephone system, customer relationship management software, routing software and a multi-channel dispatch console; transmit and record all radio communications.
• Respond to requests and relay emergency and non-emergency calls to appropriate personnel for service; assign and schedule pickup, deliveries and other services as required.
• Monitor program compliance with laws, rules and regulations related to provision of communications and related services; follow guidelines as set by the FCC (Federal Communications Commission).
• Maintain daily logs and records of all calls received and personnel dispatched; maintain computerized records of pertinent information as assigned by department.
• Respond to public inquiries in a courteous manner; provide information within the area of assignment; resolve complaints in an efficient and timely manner; coordinate service with customers, drivers and other personnel as needed.
• Maintain an operating communications line with law enforcement and emergency agencies including fire, ambulance and aquatic rescue.
• Follow established emergency procedures as assigned by department or division; obtain information and advise from supervisors, police rescue personnel or other emergency services; relay pertinent information to supervisors or emergency personnel.
• Supervise the use, care and operation of communications equipment of assigned department or division; inform appropriate personnel for maintenance assistance.
• Operate various forms of communication equipment; record and access information accurately to and from computer as needed.
• Follow established procedures, work flow, protocol and processes as assigned by department or division.

• Ensure adherence to safe work practices and procedures.
• Perform related duties and responsibilities as required.

Minimum Education, Experience And Additional Requirements

Education directly related to the minimum requirements below may be substituted for experience on a year for year basis.

High school diploma or GED; and

Three (3) years of general office experience; and

To include one (1) year of radio dispatching or two-way radio operation experience.

Working Conditions

Environmental:
Office environment; exposure to computer screens.

Physical:
Essential and supplemental functions may require maintaining physical condition necessary for sitting for prolonged periods.