Dispatcher (PT)

Job S****tatus: Continuous Part-Time

Pay & Grade: $33.02 to $38.36 Hourly Grade/Band**:** NA

Hours of Work**:**Up to 24 Hours per week

Initial location: Kitchener Operations Facility

**Posting period:**June 26 to July 8, 2025 (at 6:00pm)

Overview

The Dispatcher position is a challenging opportunity for a dedicated individual to work in a gas and water utility emergency operations center. The successful candidate will receive and process incoming calls from the public and internal staff for general inquiries, appointments, complaints and emergencies.

Responsibilities

• Dispatch duties utilizing multiple computer programs to relay service calls to City field personnel.
• Analyze information received from callers, inputs data into computer systems and dispatches the required personnel.
• Respond professionally, politely and effectively to telephone and e-mail inquiries.
• Provide general information and direction on the services, procedures, practices, policies and programs provided by the City through public and internal inquiries.
• Perform general clerical duties as required. Enter, retrieve and interpret data in customer and work management system databases.
• Communicate with members of the public, Kitchener Utilities and City of Kitchener employees while exercising good judgement, tact and diplomacy.
• Follow established procedures and make calm decisions as required in an emergency services environment.
• Deal effectively with emotional customer situations.
• Refer escalated issues to the supervisor and/or on-call manager when applicable.
• Ensure the confidentiality of all records containing personal information.
• Performs other related duties as assigned.

R****equirements

• Minimum Grade 12 education or equivalent.
• Previous dispatch/call center experience.
• Available for shift work (up to 24 hours per week) between the hours of 7:00am and 9:00pm year-round including weekends and holidays.
• Analysis and problem solving skills to determine appropriate customer/response needs.
• Ability to work under pressure and remain calm in a high paced work environment.
• Excellent interpersonal, communication (written and oral), conflict resolution, public relations and customer service skills.
• Ability to multi-task with flexibility to move between tasks, effectively prioritize work and meet established deadlines.
• Proficient with computer systems and experience with Microsoft Office and Windows.
• Must have accurate and efficient keyboarding skills.
• Reliable with a good attitude and employment record.

**Department/Division:**Infrastructure Services, Gas and Water Utilities

**Group:**IBEW

Competition Number: 2025-223

Job Code: **.**7020

Number of positions: 1

Why work at the City of Kitchener