Customer Service Supervisor (engineering Technician Iii)

Job Announcement

Responsible for administrative and supervisory duties for the Trouble Response Center (TRC) which is the 24-hour communication center for the Gravity Sewers Branch in Wastewater Collection Division (WCD.) It is staffed seven days a week on rotating shifts, including holidays, weekends, and County administrative leave days. The communication center is responsible for answering phone calls, responding to emails and/or any other type of communication concerning sanitary sewer emergencies; monitoring the pumping stations alarm system; dispatching appropriate staff or trouble response inspectors (TRIs); as well as providing after business hours support for other branches in WCD, other agencies and the director’s office of DPWES.

Provides work instructions and directions to the TRC staff regarding dispatching and responding to emergency calls. Makes work assignments and schedules. Monitors and evaluates staff performance. Reviews service requests and work orders in the asset management system. Ensures appropriate reports are filed with local, state, and federal agencies. Coordinates staff training, monitors TRI’s and other field staff responding to emergencies. Analyzes call records. Interacts with citizens, other agencies, contractors, and the general public to address inquiries and resolve complaints. The ability to understand general agency practices and policies, follow TRC’s Standards of Operating Procedures (SOPs) and update as necessary, and comply with safety regulations and requirements are essential.

Note: The appointee to this position will be required to be available twenty-four hours a day/seven days a week (24/7) as emergency essential personnel staff, working in inclement weather and during emergency situations on an as needed basis.

Required Knowledge Skills and Abilities

(The knowledge, skills and abilities listed in this specification are representative of the class but are not an all-inclusive list.)

• Thorough knowledge of county, state and federal laws, codes and regulations pertaining to the appropriate technical field;
• Ability to use logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems;
• Ability to design, analyze and effectively use systems, components and methods within the framework of quality control and continuous improvement;
• Ability to enter and maintain information utilizing software or adaptive devices;
• Ability to collect, compile, and interpret research data;
• Ability to respond to sensitive complaints, provide detailed technical explanations and resolve sensitive complaints;
• Ability to maintain effective work relationships and work in a team environment;
• Ability to communicate effectively, orally and in writing.

Employment Standards

MINIMUM QUALIFICATIONS:
Any combination of education, experience, and training equivalent to high school graduation or a GED issued by a state department of education; plus, four years of engineering technical support work.

NECESSARY SPECIAL REQUIREMENTS:
The appointee to this position will be required to complete a criminal background check and a medical examination to the satisfaction of the employer.

All newly hired employees are required to be fully vaccinated against COVID-19 (two weeks after the last required dose) as a condition of employment or obtain approval of a medical or religious exemption prior to their start date. Proof of an exemption or vaccination status will be required during the pre-employment onboarding process. New employees who obtain an exemption from the vaccine mandate for medical or sincerely held religious beliefs may be subject to a weekly testing requirement. Vaccinated employees and employees with a medical or religious exemption will complete the attestation online on their first day of employment or shortly thereafter.

PREFERRED QUALIFICATIONS:

• Experience in or knowledge of wastewater management systems.
• Experience supervising in a call center environment, field agency, and/or with field staff.
• Experience using asset management system to create work orders and retrieve maintenance history.
• Skilled in using Geographical Information System (GIS).
• Skilled in using Microsoft Office Suite (MS Word, EXCEL, Outlook, etc.).
• Good oral communication skills.
• Good problem-solving skills.

PHYSICAL REQUIREMENTS:
Ability to input, access, and retrieve information from a computer. Must be able to sit for long periods of time as necessary to cover a 12 hour shift.. All duties performed with or without reasonable accommodations.

SELECTION PROCEDURE:
Panel interview and may include exercise.

The population of Fairfax County is very diverse where 39.8% of residents speak a language other than English at home (Spanish, Asian/Pacific Islander, Indo-European, and others) and we encourage candidates bilingual in English and a foreign language to apply to this opportunity.

Fairfax County Government prohibits discrimination on the basis of race, color, religion, national origin, sex, pregnancy, childbirth or related medical conditions, age, marital status, disability, sexual orientation, gender identity, genetics, political affiliation, or military status in the recruitment, selection, and hiring of its workforce.

Reasonable accommodations are available to persons with disabilities during application and/or interview processes per the Americans with Disabilities Act. Contact 703-324-4900 for assistance. TTY 703-222-7314. EEO/AA/TTY.