Call Taker

SUMMARY – The person in this position operates a multi-line telephone system to answer incoming calls, directs callers to appropriate personnel, monitors and dispatches radio calls from staff. Welcomes visitors, determines nature of business, and directs visitors to appropriate personnel; monitors visitor access and issues. Bilingual in English/Spanish required.

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:

• Perform dispatch functions as needed.
• Respond to radio calls from city staff.
• Coordinate changes in routes and pick up priorities in real time.
• Operates a multi-line telephone system to answer incoming calls and directs callers to appropriate person and/or office.
• Responds to status request on open service requests.
• Coordinate with LPD dispatcher.
• Cross reference crew responses with FMPS.
• Coordinate changes in assignment/emergency assignments with the Supervisors and relay to in the field crews as directed.
• Follows communication “scripts” when handling different topics.
• Receives customer inquiries, messages and complaints; enters customer information such as name, address, phone number, nature of request.
• May be required to work evenings, weekends, or extended hours in the event of an emergency.
• Sets phone in sleep mode at the end of the business day and takes it out of sleep mode at the beginning of the business day.
• Greets all Public Works visitors courteously, determines their needs, and directs them to the proper person and/or office.
• Willingly and cooperatively accepts other related duties and responsibilities as assigned. SUPERVISORY RESPONSIBILITIES - None

MINIMUM QUALIFICATIONS – The minimum eligibility requirements for this position are as follows:

• EDUCATION and/or EXPERIENCE - High School diploma or GED from an accredited school, and a minimum of 1 year of relevant customer service experience.
• CERTIFICATES, LICENSES, REGISTRATIONS – Must possess or have the ability to obtain, within six months of hire, the Incident Command System ICS-100 and IS-700

Certifications.

MUST BE ABLE TO PASS A DRUG SCREENING AND A CRIMINAL BACKGROUND CHECK

Pursuant to federal law, reasonable accommodations may be made to enable individuals
with disabilities to perform the essential duties and responsibilities of this position.

The City of Laurel is an Equal Opportunity Employer.

CLOSING DATE: June 20, 2025

Job Posting Eligibility Requirements for In-House Applicants:

1. You must meet the qualifications listed above.
2. You must meet the established criteria pertaining to promotion or transfer.
3. Your most recent evaluation must reflect your job performance as Satisfactory or better.

Job Posting Application Procedure for In-House Applicants:

1. Complete a memorandum requesting consideration for the announced vacancy and send it with a copy of your resume to BAPS along with a copy to your Department Director by the closing date above.
2. You will be contacted within 5 working days after the closing date of this notice.