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Customer Service Supervisor (engineering Technician Iii)

Employer
Fairfax County Government
Location
Burke, Virginia
Salary
$56,957.47 - $94,929.54 Annually
Closing date
Feb 11, 2023

Job Details

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.

Company

Fairfax County, Virginia is a diverse and thriving urban county. As the most populous jurisdiction in both Virginia and the Washington metropolitan area, the County's population exceeds that of seven states. The median household income of Fairfax County is one of the highest in the nation and over half of its adult residents have four-year college degrees or more educational attainment. Fairfax County also is home to an extensive commercial office market and is a major employment center.

Fairfax County Government is a great place to work, with a variety of jobs in different fields, great benefits, and an enjoyable working environment. We serve nearly one million residents in one of the largest counties in the country. Our talented employees have established Fairfax County as a leader in nearly every facet of public service and have won national recognition as innovators in local government.The size of Fairfax County government and the diversity of services it provides to citizens allows opportunities for personal growth and development, without ever having to change employers. In addition to pay, Fairfax County Government provides an employee benefits package worth approximately 25% of your salary in additional compensation. This package of benefits consists of programs designed to protect you and your family during your employment with the county and into your retirement years.


BENEFITS INCLUDE:
Health Insurance
Dental Insurance
Group Term Life Insurance
Contributory Retirement Plan
Deferred Compensation
Flexible Spending Account Programs
Long Term Disability Insurance
Long Term Care Plan
Tuition Assistance Program
Employees' Child Care Center
Virginia College Savings Plans

Fairfax County's Application Process: Fairfax County uses an online application process called NEOGOV at www.fairfaxcounty.gov/jobsfor nearly all positions.

Applicants who need assistance with the online application process are welcome to come to the Application Center at Fairfax County's HR Central where staff will be happy to work with you to establish an account and get your resume into the system. HR Central is located in the Government Center at 12000 Government Center Parkway, Suite 270, Fairfax, VA, and is open Monday through Friday, 8:00 a.m. to 4:30 p.m. Or call 703-222-5872 for more information.

For more information on applying, please click here - https://www.governmentjobs.com/home/applicationguide.

Company info
Website
Location
12000 Government Center Parkway
Suite 270
Fairfax
VA
22035-0034
US

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