The Customer Service Division at the City of Richmond Department of Public Utilities is currently seeking a qualified candidate to fill the Utilities Tech Services Supervisor position. This role involves supervising staff within the Customer Service Logistics Center.

Responsibilities:

Scheduling and assigning work to appropriate crews on both emergency and non-emergency bases
Monitoring workload, overtime, and performance to ensure efficient work order completion
Coordinating with internal departments and external agencies to optimize resource use and safety
Disseminating accurate information to both internal and external customers
Training new employees, recommending hiring/termination decisions, and conducting performance evaluations
Generating routine reports
Developing dispatch policies and procedures to maintain proper guidelines

Essential Requirements:

The selected candidate will be an essential employee, required to report for emergency and on-call duty in response to inclement weather or natural disasters. This position demands overtime work, including weekends, nights, and holidays as needed.

Qualifications, Certifications, and Licenses:

Knowledge:

Familiarity with basic dispatch codes, industry terminologies, and standard abbreviations for emergency utility services
Proficiency in computer programs like Microsoft Office Suite and related software applications (e.g., Service Suite, CISProd, Cisco Finesse)
Understanding of emergency utilities communications practices and procedures
General knowledge of console and handheld radio operations

Skills:

Proficient in staff scheduling
Able to handle emergency, non-emergency, and administrative calls
Capable of investigating complaints
Strong customer service skills via oral and written communication
Competent in using equipment such as multi-line phones, printers, computers, and Motorola console and handheld radios
Leadership abilities including coaching, guidance, and disciplinary recommendations

Abilities:

Effective supervision and leadership demonstration
Skillful in employee motivation
Efficient time management
Display empathy, compassion, and handle stressful situations
Multi-tasking, prioritization, and adherence to procedures
Problem-solving and decision-making skills

Minimum Training and Experience:

Associates Degree in a relevant field like Logistics or Communications, or equivalent two years of college-level training
Four years of relevant experience
Any combination of training and experience meeting department approval can substitute for minimum qualifications

Licensing, Certifications, and Special Requirements:

None required

Preferred Training and Experience:

Prior supervisory experience preferred
Experience with Microsoft Office Suite
Background in emergency communications or utilities field service/logistics communications environment is advantageous

Americans with Disabilities Act Requirements:

Reasonable accommodations can be provided for qualified individuals with disabilities to perform essential job functions. Prospective and current employees are encouraged to discuss accommodations.

Equal Employment Opportunity Statement:

The City of Richmond upholds equal employment opportunities, prohibiting discrimination or harassment based on race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity, or expression. This policy governs all aspects of employment, including recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training.

The City of Richmond Values Veterans:

As an Official V3 Certified Company, we prioritize veterans and their contributions to our workforce.

Please note that all employment conditions, including terms, recruitment, hiring, placement, promotion, termination, layoff, transfer, leaves of absence, compensation, and training, adhere to the above policies.