Senior Operations Response Center Operator en City of Seattle, WA

About the Department

Seattle Public Utilities (SPU) is seeking a Senior Operations Response Center Operator to provide leadership in our 24/7 Operations Response Center within the Utility Operations and Maintenance Division. This position serves as the lead operator, handling complex customer issues, coordinating SPU's response to service concerns from city departments and other agencies, and reports to the Operations Response Center Manager.

About Seattle Public Utilities: Seattle Public Utilities (SPU) is a community-centered utility that delivers vital services to Seattle residents and businesses including drinking water, drainage and wastewater, and garbage/recycling/compost. SPU also provides drinking water for 1.5 million customers in the region. SPU’s work includes system maintenance and improvements and keeping Seattle clean. Over 1,400 SPU employees work with our community to provide affordable and equitable stewardship of our water and waste resources for future generations. 

For more information about Seattle Public Utilities (SPU), checkout the:  

• SPU Website
• Strategic Business Plan

SPU commits to Our City Values and Race and Social Justice as core principles that guide our work. We actively take steps to dismantle systemic racism and increase service equity. We value diverse life experiences and strive to create a workplace that is welcoming to all. We take steps to be inclusive and equitable in our recruiting, hiring and promotional opportunities. We know work isn’t only about what you do, it’s also about who you work for and with! SPU provides a fun and family-friendly work environment that supports a work life balance, including:

• Family-friendly and multicultural work environment 
• Generous benefits package 
• Free public transportation options 
• City pension plan with employer/employee contributions 
• Growth potential and advancement opportunities

Position Duties

Customer Service & Operations

• Handle escalated customer inquiries and complex service issues; serve as lead  contact for service requests from SPU Director's office and Customer Service Bureau
• Coordinate utility emergency response, manage all 24-hour notifications, and serve as lead point of contact for all customer service calls and field communications
• Monitor and document security events, coordinate responses with law enforcement, and monitor field conditions (traffic, weather, environmental) providing situational updates to management and field responders

Leadership & Training

• Provide lead oversight including training, planning, scheduling, work distribution, vacation scheduling, and timesheet completion for Operators
• Develop and manage training materials, business processes, and training schedules for ORC Operators and Trainees; serve as training lead for new hires and emergency event call-takers
• Conduct quality reviews of Operators' and Trainees' work, assist management with annual performance reviews, and conduct briefings, status updates, and work unit meetings

Administrative & Reporting

• Manage 24/7 staffing schedule including coverage for graveyard shifts, weekends, and holidays; maintain and develop emergency call-out lists for on-call field employees
• Prepare monthly ORC performance reports and provide status reports as requested by Incident Commander and management during storm events or incidents
• Update ORC reference materials and website, document map revisions, serve as point of contact for documentation updates, and maintain ORC records
• Develop and execute written protocols for incident response; coordinate SPU response to issues from other city departments and agencies; may perform duties of lower-level positions as needed

Please note this job advertisement is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Minimum Qualifications

Education: High School diploma or GED

Experience: Three (3) years of experience in a computerized environment, OR equivalent combination of education, training, and experience.

Required experience must include:

• Combination of supervisory or lead experience with dispatch and security monitoring experience
• Public contact experience and/or utility field experience with strong customer service focus
• Ability to type minimum 35 words per minute

License, Certification & Other Requirements:

• Water, Wastewater, and Security Monitoring certifications required within one year of hire
• Current Washington State driver's license or evidence of mobility
• Must pass criminal background check

Work Environment/Physical Demands:

• 24/7 operation requiring work on graveyard shifts, evenings, weekends, and holidays
• Primarily office-based environment
• Must be able to work rotating shifts to ensure continuous coverage

Desired Qualifications:

• Outstanding customer service, communication, and interpersonal skills with training experience and ability to communicate effectively within a multicultural workforce
• Ability to remain calm during emergencies, handle multiple concurrent situations, and make timely decisions under pressure in a fast-paced, multi-tasked environment
• Experience with MAXIMO, Mobile MAXIMO, FOMs, Utiliview, Water Shutdown Tool, Integrated Security System (ISS) and or and/or other work management systems; proficiency in Microsoft Word, Excel, and GIS
• Strong independent and team collaboration skills; knowledge of water, drainage and wastewater, and solid waste utility operations

Other Qualifications

Workplace Environment: This position requires daily onsite presence. Individual schedules will be agreed upon by the employee and their supervisor.  

Application Requirement(s):

1. A complete NEOGOV/Government Jobs on-line application 

2. Attached Resume & Cover Letter describing your skills and experience in relation to this position.
3. Supplemental Questions Responses 

~Candidates submitting an incomplete Application Packages will NOT be considered~

Candidates selected to proceed to the interview phase will be required to complete an assessment as part of the selection process.

The salary range for this position is $38.66 - $45.06 hourly.

 
This hiring process involves a background check of conviction and arrest records incompliance with Seattle’s Fair Chance Employment Ordinance, SME 14.17. Applicants will be provided an opportunity to explain or correct background information.

Benefits: The City of Seattle offers a comprehensive benefits package including vacation, holiday, and sick leave as well as medical, dental, vision, life and long-term disability insurance for employees and their dependents. More information about employee benefits is available on the City's website at:https://www.seattle.gov/human-resources/benefits/employees-and-covered-family-members/most-employees-plans.

Who may apply: The City of Seattle encourages people of all backgrounds to apply, including people of color, immigrants, refugees, women, LGBTQ, people with disabilities, veterans, and those with diverse life experience. This position is open to all qualified candidates that meet the minimum qualifications. The City of Seattle values diverse perspectives and life experiences. Applicants will be considered regardless of race, color, creed, national origin, ancestry, sex, marital status, disability, religious or political affiliation, age, sexual orientation, or gender identity. 

If you have any questions, please contact Erika Monroe at [email protected].

Learn more about Seattle Public Utilities at our web page www.seattle.gov/util/

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