Dispatcher, Customer Service​/HelpDesk

Job Description

Dispatcher 25-112

Job Announcement No: 25-112

Vacant Position(s): 1

Department: Customer Service

Applications Accepted through: Sunday, December 14, 2025

Salary Range: $39,748.80 ($19.11/hr.) – $59,654.40 ($28.68/hr.)

Grade: 105

Hours: Rotating Shifts (Including nights, weekends, emergencies & holidays)

Position Summary: Under limited supervision, is responsible for providing effective and efficient communication support to all areas of CWS. Receives, logs, and relays pertinent information to and from associates and external customers.

• Responsible for receiving, researching, coordinating, and dispatching complex emergency services requests between external customers and CWS associates, i.e., Water Distribution, Wastewater, Meter Technology, HWTP, contractors, etc., via telephone and Microsoft Teams.
• Communicates, between the office and associates at work sites, information needed to accomplish the job to include locate meters, mains, manholes, street pipes, street valves, and new streets. This information is provided by the CRIS, Mainframe, Cityworks, Google Maps, and GIS systems.
• Communicates with other emergency personnel (Fire, North Charleston Fire Department (Email), Police (dedicated telephone line), EMS).
• Provides security and safety surveillance.
• Maintains record keeping systems for verification of field associates work orders/requests.
• Create, cancel and resolve work orders as needed and maintain MS Teams and telephone communications for the purpose of disseminating information to field associates at job sites.
• Accurately communicates policies, rates, fees, and procedures to customers as requested.
• Analyze situations accurately and adopt an effective course of action.
• Maintain current knowledge of routes and locations to assure timely services and accurate information.
• Work cooperatively with others.
• Receive and coordinate information from various departments to send via email the weekly on-call schedule.
• Respond to all messages via telephone and email.
• Follow up on all pending and recommended work with customers utilizing the pending work log and updating customer files.
• Must be able to work varied shifts as scheduled between the hours of 7am to 11pm.
• Communication
  
  Skills:
  
  You will be listening and speaking to people by phone, responding via MS Teams, or emailing information to customers who are often in some state of distress. Your ability to listen, speak/type plainly and communicate effectively will be necessary.
• Ability to Multitask:
  Dispatchers often are moving a lot of people around at the same time, tracking their movements and keeping tabs on what they need.
• Problem‑Solving
  
  Skills:
  
  You will need to be able to prioritize the most important situations and think quickly on your feet.
• Required to work during emergency conditions.
• Regular attendance is required.
• Job performance must conform to all CWS policies and procedures.
• Specific knowledge of CWS Environmental Management System Policy and Procedures.

• Research and explain billing and account information to customers.
• Interacting with staff to ensure proper disposition of customer service requests.
• Analysis, comprehensive research, accurate calculation, proper documentation, and proper distribution of various daily reports, account updates, account balances, and requests for field service work necessary to maintain the overall billing process within a fixed schedule.
• Assist with training newly assigned associates.
• May compile and input account records.
• Performs other related duties assigned.

• Frequent sedentary work with constant maneuvering to include reaching, pulling objects, and rotating body while in a sitting position.
• Occasionally positions self to exert up to 25 lbs. of force to lift and transport objects. Objects greater than 50 lbs. require a two‑person operation.
• Ability to effectively use personal computers with printers; telephone; calculator; copy machine; fax machine; and assigned software.
• Ability to distinguish subtle or slight changes in pitch or noise level.
• Ability to understand and execute complex written and oral…