District Communication Center Specialist SY

District Communication Center Specialist

Responsible for answering phone calls requesting assistance and information; interviews callers and provides customer service information; dispatches MPS transportation staff as directed; processes work requests using a Computerized Maintenance Management System (CMMS), and monitors fire, security, and building automation systems throughout the District.

Essential duties and responsibilities may include, but are not limited to, the following:

• Answers incoming emergency and non-emergency calls; interviews callers and gathers details; relays information on traffic, timing, service locations, safety rules, state and Federal regulations, MPS policies and procedures, and standards for student behavior.
• Answers customer service telephone, provides general information and determines specific service needs; uses computerized scheduling system and manual systems as needed; provides information within scope of authority and training; duties may vary according to job assignment.
• Directs callers to the correct person or work group or takes and relays messages as appropriate; also handles radio traffic.
• Receives calls from drivers and other MPS staff regarding transportation issues; relays pertinent information in a concise and organized manner; maintains communications as necessary.
• Provides security monitoring for all MPS facilities; notifies police, fire, engineering and other MPS staff when problems are identified in an MPS facility; reports operational irregularities to supervisor.
• Monitors Building Automation Systems throughout the District; manipulates system controls according to policy and procedures.
• Coordinates and follows up on District-wide work requests using Computerized Maintenance Management System (CMMS); responds to service requests with appropriate actions.
• Coordinates dispatching of resources to resolve service issues as needed; monitors execution and completion of work orders, assists as requested.
• Inputs data to MPS computer systems on work orders, service requests, administrative information, activity logs, asset information, and other District operational records; compiles data for reports.
• Prioritizes calls for service and determines appropriate personnel to respond.
• Responds to emergencies and assists with emergency work as directed.
• Notifies supervisors of unusual problems and problem trends.
• Reports unsafe acts, conditions, accidents and injuries; reports security issues and illegal activities.
• Utilizes proper safety precautions in all work performed.
• Performs basic clerical duties, including data entry, document processing, record keeping and file maintenance.
• Demonstrates courteous and cooperative behavior when interacting with students, clients, visitors, and MPS staff; acts in a manner that promotes a harmonious and effective workplace environment.
• Enthusiastically promotes the Superintendent's goals and priorities in compliance with all policies and procedures.
• Maintains absolute confidentiality of work-related issues, records and MPS information.

Minimum qualifications to successfully perform job, incumbent must be able to perform each essential duty satisfactorily. Requirements listed are representative of the knowledge and skills.

Education, Training and Experience Guidelines:

High School Diploma or GED; AND Two (2) years of customer service/administrative support experience; OR an equivalent combination of education, training and experience as determined by Human Resources.

Knowledge of:

Principles of record keeping and records management.

Occupational hazards and safety precautions.

Principles and practices of effective customer service.

Radio & telephone communications protocols.

Local and regional geographical area and road systems.

Building maintenance procedures.

Skill in:

Communicating clearly and concisely, and relaying details accurately.

Operation of a computer to utilize a variety of business software; entering data and numerical information into a computer system with speed and accuracy.

Reading and understanding route maps and schedule information.

Contributing effectively to the accomplishment of team or work unit goals, objectives and activities.

Working collaboratively with the public, in person, over the telephone, and via email, often where interactions may be confrontational or strained.

Following and maintaining safety standards.

Following verbal and written instructions.

License and certification requirements:

None.

Physical demands and working environment:

Work is performed in a standard office environment which requires occasionally lifting such articles as file boxes or heavier materials with help from others and/or lifting and carrying light objects frequently. A job in this category may require walking or standing to a significant degree or may involve sitting most of the time with long periods of computer work and phone usage.