North Jackson, OH

Customer Service Representatives (CSRs) answer incoming calls from excavators and accurately process excavation notifications in the “Call Before You Dig” process. CSRs ensure all information obtained is complete and submitted to the appropriate OHIO
811 member utility/facility owners. They are responsible for collecting the necessary information required to complete an excavation notification and for accurately and quickly identifying excavation sites.

This position regularly assists callers by using mapping tools, research, and problem solving to obtain excavation site details and determine proper action.

Work hours are based on business needs and may include scheduled shifts covering our 24-hour, seven-day-a-week business operation, Monday through Sunday.

The needs of the business determine hours of work and will be based on the company workweek of Monday through Sunday, beginning and ending at midnight on Sunday. Occasional overtime may be required. In some instances, day or overnight travel may also be required.

This description is a general statement of the major duties and responsibilities performed on a regular and continuous basis. It does not exclude other duties as assigned.

Responsible for answering incoming telephone calls in a courteous and professional manner and properly directing those calls not related to processing locate requests.

Utilizes a computerized ticket management and mapping system to accurately and efficiently process locate tickets. This includes obtaining detailed information from callers, pinpointing excavation sites using maps, and asking targeted questions to clarify information provided by the excavator.

Must understand and obtain complete information from the caller to process a locate request and ensure that the appropriate member utility companies are notified.

Must frequently assist callers by using appropriate maps to determine excavation site information.

Must perform research within computer system files to determine whether a locate request was received and identify the appropriate action to be taken.

An individual must satisfactorily meet these essential responsibilities to perform the job successfully. As workload and circumstances vary, this position must contribute to team effort by being flexible and performing, either temporarily or permanently, other duties or tasks as assigned by management.

Accuracy and attention to detail.

Proficient use of OHIO
811’s ticket management and mapping system to process excavation notifications.

Performance is expected to meet or exceed the average established call center performance standards.

This position requires knowledge of computers and office equipment, including the skills necessary to read, write, and send electronic mail.

Previous experience in customer service, call center operations, or a similar position is preferred.

Strong verbal and written communication skills, including proper grammar and punctuation.

Ability to work in a fast-paced environment.

Problem-solving skills.

Professional, courteous, and positive interpersonal skills.

Ability to read and comprehend simple instructions, short correspondence, and memos; write simple correspondence; and effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.

Ability to apply common sense understanding to carry out detailed but uninvolved written or oral instructions and to address problems involving a few concrete variables in standardized situations.

Work is performed in excellent indoor conditions.

The duties of this position require normal physical stamina and the ability to sit for extended periods at a computer workstation, while talking with and listening to callers and accurately inputting information into a computer.

Must be able to adapt to frequent interruptions, background activity, and ongoing verbal communication while handling locate requests.

Must be able to hear normal voice tones and speak fluently and clearly.

Must have normal vision or the ability to see within standard parameters.