Dispatch Support Assistant (Part-time)

DowntownDC BID
Washington, DC
Dec 01, 2021
Dec 03, 2021
Full Time
Who We Are: We are a team of passionate individuals with a mission of making DowntownDC a world-class destination. DowntownDC is located in the heart of Washington, DC and is the largest economic hub in the Washington region. The DowntownDC community is made up of a 138-block area that includes 526 commercial properties, 30+ hotels, 2000+ residential units, 12 museums, 7 metro rail stations, 7 performance venues, the Capitol One Arena, the Walter E. Washington Convention Center, a Day Services Center serving individuals experiencing homelessness and so much more. Position Summary: The DowntownDC BID is looking for someone with high energy, an upbeat attitude, and excellent customer service and critical thinking skills to serve as Dispatch Support Assistant (Part-time). The Dispatch Support Assistant must be passionate about delivering exceptional service, take pride in their work, and be self-driven. Interested candidates should be enthusiastic about serving and engaging others, must embrace diversity, and be comfortable talking with people from all walks of life and must be committed to creating and maintaining clean, safe, and vibrant public spaces for all to enjoy. TheDispatch support Assistantis responsible for receiving, tracking, and responding to multiple requests from various stakeholders, investigating those requests, and assisting management with resolving them. Additionally, the Dispatch Support Associate supports management in completing a variety of administrative tasks including answering constituent phone calls and emails, generating reports, communicating important messages to staff via radio transmission and during in-person roll call meetings, and helping to create a welcoming, professional, and helpful atmosphere within the office. The Dispatch Support Associate is a key supporting team member that helps our Safety/Hospitality and Maintenance Ambassadors (SAMs) effectively keep DowntownDC clean, safe, and friendly. Ideal applicants for this role should be professional, polite, and attentive with a keen eye for detail. They must be prepared to address a wide range of concerns and maintain a calm and professional demeanor even during emergencies. They must be comfortable communicating with people from all walks of life and should be able to command a room. They should always be prepared, responsive, and willing to meet each challenge directly and must be comfortable collecting documentation and updating management about urgent matters in real-time. The Dispatch Support Assistant must be comfortable with computers and mobile technology, have excellent verbal and written communication skills, and must be comfortable performing general administrative tasks. The right candidate will positively represent the DowntownDC BID on a consistent basis and go the extra mile to make our stakeholders feel heard and valued. This position is considered part-time (20 hours/week) and will include work during evenings and weekends. This position reports directly to the Director of Public Space Operations through assignment to designated managers and shift supervisors. This position is considered exempt and is not overtime-eligible. Duties/Responsibilities: The duties/responsibilities of the Hospitality Ambassador shall include, but not be limited to, the following: Receive, investigate, and respond to emergency and non-emergency service requests via phone call, email, and social media and document significant information via weekly and monthly reports. Prioritize service requests according to urgency and importance and keep management posted on urgent matters in real-time. Provide pertinent information to team members using mobile devices, radio transmits, and/or email related to service requests and other urgent matters that arise. Monitor the route and status of team members to help coordinate and prioritize their schedules. Provide SAMs with information about assignments, traffic, obstacles, emergencies, and other job requirements. Enter data in the computer system and maintain logs and records of calls, activities, and other information. Submit, receive, and dispatch orders for products or deliveries. Support management in maintaining an inventory of office supplies and checking stock to help anticipate needs. Help organize and maintain office common areas and generally establish a professional, welcoming office environment. Other duties and responsibilities as assigned. Eligibility Requirements: The knowledge, skills, and abilities required to perform the duties of this position include: At least two (2) years of professional work experience as a dispatch operator, customer service representative, call center representative or other relevant position is required. High School Diploma/GED or higher is preferred, but not required. Extremely comfortable with using computers and mobile technology. Must be proficient in typing and using Microsoft Office applications (including Word, Excel, PowerPoint, Outlook, etc.). Ability to perform job functions with attention to detail, speed, and accuracy with minimal supervision. Must possess good interpersonal skills, demonstrate a consistent willingness and ability to appropriately engage with a diverse range of DowntownDC stakeholders, and maintain a friendly, professional demeanor at all times. Must be professional in appearance, manner, and communication style. Possession of basic verbal English communication skills (oral and written) is required. Ability to communicate effectively and use de-escalation techniques to resolve conflict. Familiarity with sites and attractions within DowntownDC and in general Washington, DC area is strongly preferred. Knowledge of the Washington, DC area transit system (Metrorail, Metrobus, DC Circulator, etc.), micro-mobility services (bikeshare, scooters, etc.), and major streets, roads, highways, trails, and walking paths is strongly preferred. Ability to work weekends, evenings, and holidays is required. Must have outstanding organizational skills, be able to multitask, pay close attention to details, and be an active listener. Must display sound judgment and critical thinking. Must be comfortable working in high-stress, emergency situations. Excellent time management skills and ability to prioritize work. Start Date: Candidates must be available to begin working as early as Monday , July 26, 2021 . How to apply: To apply please submit a copy of your resume and cover letter detailing your relevant experience. Please send documents in PDF format. The email subject line should say: " Dispatch Support Assistant - FirstName LastName ". For example: " Dispatch Support Assistant - John Doe" Interviews will be conducted in person between Thursday, July 22, 2021, and Friday, July 23, 2021. To ensure maximum consideration, applications must be received by Monday, July 19, 2021 . Submissions without requested items may not receive full consideration. References will be requested of candidates who receive further consideration. Due to the volume of applications we receive, we are unable to respond to queries about application status and will only reach out to candidates we pursue further. Employment offers are conditional upon a successful criminal background check and screening for illegal substances. For more information, visit DowntownDC.org or follow us on Twitter @downtowndcbid. Affirmative Action/Equal Employment Opportunity: As an Affirmative Action/Equal Opportunity Employer, DowntownDC is committed to excellence through diversity; DowntownDC BID recruits, employs, trains, compensates and promotes regardless of race, religion, color, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Please note that all new DowntownDC BID employees must have permission to work in the US; therefore, employment eligibility verification is required. Job Types: Part-time, Contract Pay: $18.00 - $20.00 per hour Experience: Dispatching: 2 years (Preferred) Work Location: One location Work Remotely: No Work Location: One location