Q4 - Locate Request Agent

Locate Request Agent

Location:

Remote (TN, AR, GA, IL, KY, MS, OH, SC, and TX)

Department:
Call Center

Reports To:

Assistant Call Center Supervisor/Call Center Supervisor

Job Type: Full-time, Non-Exempt, Hourly

Shift: 9a/9:30a - 6p Mon - Fri with occasional weekend hours required

Base Compensation: $19.00/hour

Job Summary:

The Locate Request Agent (LRA) is a non-exempt, hourly role responsible for facilitating the safe excavation of underground facilities by accurately processing locate requests.

Key Responsibilities:

• Answer incoming calls in a professional and courteous manner from excavators, utility members, and the public.
• Ensure all necessary details are gathered according to company policies and state law to complete locate requests to notify the appropriate member utilities.
• Accurately collect and input information regarding excavation sites using the company's ticket processing system (Geo Call).
• Use mapping software (Geo Call) to locate and verify dig site locations.
• Handle follow-up requests such as ticket searches, updates, re-sends, and Emergency Voice Notifications.
• Process after hours locates for our partner states – AL, AR, and MS
• Requires rotating weekend, holiday, and on-call coverage throughout the year.

Benefits:

• Competitive salary.
• Comprehensive health insurance.
• Paid time off and holidays.
• Retirement plan options.
• Other standard benefits.

Non-Discrimination Statement:
The company is an equal opportunity employer and does not discriminate based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic.

About Tennessee 811

We're the "Call Before You Dig" service for the state of Tennessee – a 501(c)4 nonprofit organization dedicated to preventing damage to underground utilities. Our work keeps our communities connected and safe.

Funding for our mission-driven service is provided by member utility companies operating or maintaining underground facilities throughout the state. We cover all 95 counties in Tennessee, and we are the only one-call service in the state.

Requirements

Qualifications & Skills:

• Strong telephone etiquette and excellent listening skills for effective communication with callers
• Previous experience in customer service or call center environment is a plus.
• Ability to work independently with minimal direct supervision.
• Competence in maintaining and troubleshooting equipment with only remote IT support.
• Proficient data entry skills with a high level of accuracy and attention to detail.
• Ability to read, understand, and interpret maps for accurate excavation site identification.
• Solid command of the English language, with above average spelling skills.
• Strong problem-solving abilities and use of sound judgement in a fast-paced environment.

Working Conditions:

• Remote work.
• Normal physical stamina required including long periods of sitting at a computer.
• Occasional stress due to high call volumes
• Adaptability to frequent interruptions, background activities, and continued verbal communications while speaking with callers.

Salary Description $19/hr to start; up to $20.50 by end of 1st year