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Austin Water Dispatcher

Below you will find the details for the position including any supplementary documentation and questions you should review before applying for the opening.  To apply for the position, please click the Apply for this Job link/button.

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Position Information

Position Information

Posting Title Austin Water Dispatcher
Job Requisition Number COA077739
Position Number 104613
Job Type Full-Time
Division Name PO WMO-Dispatch Services
Minimum Qualifications

  • Graduation from an accredited high school or equivalent, plus three (3) years experience in dispatching field service crews, billing, or customer service.

Licenses or Certifications:

  • None.

Notes to Applicants

This position will be filled at the following shift:

Sunday Midnight – 8:00am
Monday 7:30am – 4:00pm
Tuesday 3:30pm – Midnight
Wednesday 3:30pm – Midnight
Saturday Midnight – 8:00am

Shift assignment is determined based on business need and is subject to change at management’s discretion.

This is an Essential Position, requiring on-call availability and mandatory service in certain situations. All shifts may be required to work overtime, oncall, weekends, nights, holidays, and during bad weather events.

Working with Austin Water provides a number of health and welfare benefits, such as medical, paid leave time, a great retirement plan, training opportunities and more – click HERE for more information.

When completing the City of Austin employment application:

  • Please be sure to detail on the application all previous employment that you wish to be considered as part of your qualifications.
  • A detailed, complete employment application is required. It helps us to better evaluate your qualifications and will be used to determine salary if you are selected for this position. Be sure to provide job titles and employment dates for all jobs you wish to be considered.
  • A résumé is required, but will not substitute for a complete employment application. Please include contact information from previous employers.
  • A cover letter is also required. In the cover letter candidates should describe, in concise detail, their interest in this position and highlight any prior experience that is relevant to this position.
If you are selected to interview:
  • Military/Veterans must provide a copy of their DD214 at the time of initial interview to receive military/veteran interview preference.
  • Your skill level in Microsoft Office, Customer Service, Audio Typing, and Data Entry will be assessed, with a required minimum passing score of 70%.
If you are selected as a top candidate:
  • Verification of your education (which may include high school graduation or GED, undergraduate and/or graduate degrees) will be required. You must provide proof of education from an accredited organization/institution.

Effective October 1, 2014, all Austin Water worksite locations are tobacco-free. Use of tobacco products and/or e-cigarettes is not permitted on any AW worksite – including construction sites, parking lot, garage or in any personal vehicle located on the premises.

Pay Range

$17.93 – $22.32 per hour


See shift information in Notes to Applicants

Job Close Date
Type of Posting External
Department Austin Water Utility
Regular/Temporary Regular
Grant Funded or Pooled Position Not Applicable
Category Technical
Location Glen Bell Service Center, 3907 South Industrial Dr., 78744
Preferred Qualifications
  • Experience working in a utility or a similarly-regulated environment
  • Three years of customer service experience in a call center environment
  • Two years of two-way radio experience, dispatching field crews
  • Experience using geographic information systems (GIS) or other geographic mapping software
  • Experience with the City of Austin Customer Care and Billing System (CC&B) or other similar automated billing system
  • Experience using the Internet to research and resolve customer issues
  • Experience handling a high volume of incoming calls using a multi-line phone system
  • Experience responding to phone and email inquiries from internal and external customers, answering customer requests and inquiries concerning services
  • Database or software experience, including data entry and researching customer account information
  • Experience creating, routing, tracking, filing, and maintaining generated service requests
  • Basic proficiency in Microsoft Word and Excel 2010
  • Bilingual in English and Spanish
Duties, Functions and Responsibilities

Essential duties and functions, pursuant to the Americans with Disabilities Act, may include the following. Other related duties may be assigned.

  1. Dispatches service and trouble calls to field service personnel, ensures calls are dispatched correctly and on time, logs customer complaints, prepares work orders, and provides back up support to Customer Service Representatives.

  2. Fields customer questions, complaints and billing inquiries. Creates services requests, and routes calls to appropriate department.

  3. Notifies Austin Water executives and other city departments of water outages, main breaks, or out of service fire hydrants or street cuts.

  4. Operates 2-way radio/pager to provide technical advice and assistance to field personnel in accordance with FCC rules and regulations.

  5. Compiles, records, and updates service orders for follow-up and verifies customer account and active services using various databases and software applications.

  6. Interprets Water/Wastewater profiles and blueprints to conduct research on previous work completed.

  7. Assists Watershed Protection with WERE program.

  8. Monitors security cameras and notifies APD of suspicious activity.

  9. May provide technical advice and support to Customer Service, 3-1-1- and the field service personnel

Responsibilities- Supervision and/or Leadership Exercised:

  • May lead and train others.

Knowledge, Skills and Abilities

Must possess required knowledge, skills, abilities and experience and be able to explain and demonstrate, with or without reasonable accommodations, that the essential functions of the job can be performed.

  • Knowledge of basic radio codes and operations of the dispatch console.

  • Knowledge of procedures involved in dispatching customer services.

  • Knowledge of streets and highways in Austin/Travis county area.

  • Skill in oral and written communication.

  • Skill in handling multiple tasks and prioritizing.

  • Skill in planning and organizing.

  • Skill in using computers and related software.

  • Ability to handle conflict and uncertain situations.

  • Ability to work with frequent interruptions and changes in priorities.

  • Ability to train others.

  • Ability to operate communications equipment.

  • Ability to establish and maintain good working relationships with other city employees and the public.

Does this job require a criminal background investigation? This position does not require a criminal background investigation

City of Austin is committed to compliance with the American Disabilities Act. If you require reasonable accommodation during the application process or have a question regarding an essential job function, please call (512) 974-3210 or TTY (512) 974-2445.

Information For City Employees: If you are an employee within the department, are in good standing and meet both the minimum and preferred qualifications, then you will receive an initial interview.

Supplemental Questions

Required fields are indicated with an asterisk (*).

  1. * Were you referred to this opportunity by an Austin Water employee? If yes, please provide employee’s full name.

    (Open Ended Question)

  2. * Position requires Graduation from High School or equivalent, plus three (3) years experience in dispatching field service crews, billing, or customer service. Do you meet these minimum qualifications?
    • Yes
    • No
  3. * Please describe how you meet the minimum qualifications for this position.

    (Open Ended Question)

  4. * Please describe your experience working for a utility or other similarly regulated entity.

    (Open Ended Question)

  5. * How many years of direct customer service experience do you have?
    • None
    • Less than 2 years
    • 2 to 4 years
    • More than 4 years
  6. * How many years of Call Center experience do you have?
    • Less than 1 year
    • 1 to 3 years
    • 3 to 5 years
    • More than 5 years
  7. * Describe your customer service experience. Be sure to include any experience in a call center environment.

    (Open Ended Question)

  8. * How many years of 2-Way Radio, Base Station or other type of radio communication experience do you have?
    • None
    • Less than 1 year
    • 1 to 2 years
    • 2 to 3 years
    • More than 3 years
  9. * Describe your experience dispatching service crews using two-way radios, mobile radios, radio consoles or any other type of communication systems.

    (Open Ended Question)

  10. * Describe your experience with geographic information systems (GIS).

    (Open Ended Question)

  11. * Describe your previous experience with database applications such as a Billing System. Please indicate in your response if you have experience with the City of Austin systems (ex. CC&B, CIS, etc.).

    (Open Ended Question)

  12. * Please describe in detail your experience researching via the internet and responding to customer requests and inquiries by phone and email in a timely manner. Please give specific examples of topics that you have researched for a customer.

    (Open Ended Question)

  13. * Describe your experience working using a multi-line phone system, including the volume of calls received per hour.

    (Open Ended Question)

  14. * How many years of computer data entry do you have?
    • No data entry experience
    • One to two years
    • Three to four years
    • More than 5 years
  15. * Please describe your experience using software for data entry and researching customer account information.

    (Open Ended Question)

  16. * Describe your experience working with service requests to include creating, routing, tracking, filing, and maintaining. Please indicate which of these functions you have performed and where you obtained this experience.

    (Open Ended Question)

  17. * Which of the following best describes your proficiency with Microsoft Office Suite, specifically with Word and Excel?
    • I do not have experience with Microsoft Office
    • Basic: create/edit simple documents, spreadsheet
    • Intermediate: create/edit a variety of documents & spreadsheets; reformat document features such as color, font style and size of text,change page size/width, & filter/sort data fields
    • Advanced: create/edit complex documents & spreadsheets; integrate features such as tables, charts, mathematic formulas, hyperlinks,graphics; data/mail merge, import data from one document to another
  18. * Select the statement that best describes your English/Spanish bilingual ability.
    • Speak both English and Spanish fluently
    • Speak some Spanish
    • Understand some Spanish
    • Fluent in English only
    • Fluent in Spanish only
  19. * This position is classified as an "essential" position, meaning you will be required to work during holidays and bad weather (ice storms, flooding, etc.) when the City is otherwise closed. Will you be able to work this kind of schedule?
    • Yes
    • No
  20. * This position will require you to work nights and weekends. Describe your experience working nights and/or weekends.

    (Open Ended Question)

Optional & Required Documents

Required Documents
  1. Cover Letter
  2. Resume
Optional Documents