Call center operator

Job Description

Job Description

AECOM is seeking Freeway Services Dispatch / Operator(s) to be assigned at a Georgia Department of Transportation (Georgia DOT) office work location.

Assigned locations include Gainesville, White, Tennille, and Jesup. These positions require a rotating shift schedule that includes 1st shift (6 : 00 am 2 : 30 pm) and 2nd shift (2 : 00 pm 10 : 30 pm).

The pay rate is $17.65 / hour.

The position uses Advanced Traffic Management Systems (ATMS) software and web-based applications for monitoring freeway and managing events / incidents;

dispatching incident management personnel; answering and responding to calls from the public; and communicating, coordinating, and collaborating with other staff, Georgia DOT personnel, and partner agencies.

ABOUT THE OPPORTUNITY

The position performs tasks in support of field services conducted by the Coordinated Highway Assistance and Maintenance Program (CHAMP), which is a service provided by the Georgia DOT.

CHAMP field staff actively patrol freeways throughout Georgia and provide roadside assistance for stranded motorists and perform road maintenance functions.

Georgia DOT’s transportation management program includes dispatch / operator staff in support of roadside assistance for stranded motorists on Georgia’s freeways.

AECOM dispatch / operator staff support CHAMP field staff (patrollers) 7 days a week, 365 days per year, serving a critical role in the delivery of safety and mobility to the motoring public.

The routine responsibilities of this position include, but are not limited to :

TECHNICAL RESPONSIBILITIES :

• Dispatch CHAMP patrollers, who provide roadside assistance for stranded motorists and perform road maintenance functions.
• Regularly participate in ride-along's with CHAMP patrollers to maintain familiarity with CHAMP procedures.
• Monitor field surveillance camera video and other information sources for the detection and verification of events that impact traffic flow and safety.
• Log potential and confirmed events that impact traffic flow and safety using software applications, including traffic lane and road shoulder closures related to construction and maintenance activity.
• Use software and applications to control and monitor various Intelligent Transportation Systems devices located along freeways, such as surveillance cameras and dynamic message signs.
• Participate in technical and customer service training and certification activity as required by the program.
• Follow Standard Operating Procedures and Standard Operating Guidelines provided by the program.
• Log information about agency communication, first responder activity, and rest area checks.

COMMUNICATION RESPONSIBILITIES :

• Perform communication tasks consistent with the program’s high level of customer service expectations and training.
• Dispatch and communicate with CHAMP patrollers, using program-directed radio and / or phone communication protocols.
• Answer phone calls and provide information or assistance to motorists, Georgia DOT personnel, or other agencies on traffic and road conditions;

transfer calls to designated personnel as appropriate.

• Communicate via radio and / or phone with law enforcement, ambulance, fire department, and towing service staff and provide clear and accurate information regarding traffic incidents and the response required.
• Communicate via radio and / or phone with Georgia DOT personnel to provide clear and accurate information regarding incidents, traffic, road, maintenance and construction activity, and related weather conditions.
• Perform written documentation of activity and communication in a clear, concise, and complete manner.

Qualifications

MINIMUM REQUIREMENTS :

• High School Diploma or GED.
• Must be able to remain in a stationary position for long periods of time monitoring Intelligent Transportation Systems such CCTV camera displays, law enforcement radio broadcasts, answering / responding to calls and communicating to other staff or partner agencies.
• Ability to operate software platforms and web-based applications.
• Must pass a state and federal criminal history / security background check.
• Must pass a pre-employment drug screen.

PREFERRED QUALIFICATIONS :

Ability to work a rotating shift schedule that includes both 1st & 2nd shifts as follows :

1st Shift Hours : 6 : 00 am to 2 : 30 pm

2nd Shift Hours : 2 : 00 pm to 10 : 30 pm

• Previous experience working in a call center, customer service, 911 Operator or dispatching environment.
• Demonstrated ability to meet a high level of customer service expectations.
• Ability to work in a calm manner and professional manner in a fast-paced, high-pressure environment.
• Previous experience working in a position which includes heavy telephone, radio, and computer usage.
• Effective oral and written communications skills for in-person, radio, and phone conversations.
• Ability to interpret or understand geographic information portrayed on a map and map-based applications.
• Knowledge of interstates and state routes throughout Georgia with geographic familiarity of the freeway system and arterial roads.
• Working knowledge of and skill set to utilize and operate an ATMS software platform and / or web-based applications.
• Efficient and accurate data entry skills.
• Ability to solve problems and prioritize tasks, and be organized, responsible and timely.
• Ability to work independently and in a team environment.

Additional Information

• This position does not include sponsorship for United States work authorization.
• This position does not include relocation benefits.
• This is an onsite position.
• This is NOT a remote position but located on the client site locations.

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About AECOM

AECOM is proud to offer a comprehensive benefits program to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&D, disability benefits, paid time off, leaves of absence, voluntary benefits, perks, U.

S. and global well-being programs, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.

AECOM is the world’s trusted infrastructure consulting firm, delivering professional services throughout the project lifecycle from advisory, planning, design and engineering to program and construction management.

On projects spanning transportation, buildings, water, new energy and the environment, our public- and private-sector clients trust us to solve their most complex challenges.

AECOM is a Fortune 500 firm and its Professional Services business had revenue of $14.4 billion in fiscal year 2023. See how we are delivering sustainable legacies for generations to come at aecom.com and @AECOM.

Freedom to Grow in a World of Opportunity

You will have the flexibility you need to do your best work with hybrid work options. Whether you’re working from an AECOM office, remote location or at a client site, you will be working in a dynamic environment where your integrity, entrepreneurial spirit and pioneering mindset are championed.

You will help us foster a culture of equity, diversity and inclusion a safe and respectful workplace, where we invite everyone to bring their whole selves to work using their unique talents, backgrounds and expertise to create transformational outcomes for our clients.

AECOM provides a wide array of compensation and benefits programs to meet the diverse needs of our employees and their families.

We also provide a robust global well-being program. We’re the world’s trusted global infrastructure firm, and we’re in this together your growth and success are ours too.

Join us, and you’ll get all the benefits of being a part of a global, publicly traded firm access to industry-leading technology and thinking and transformational work with big impact and work flexibility.

As an Equal Opportunity Employer, we believe in each person’s potential, and we’ll help you reach yours.

All your information will be kept confidential according to EEO guidelines.

Last updated : 2024-07-24

Salary : $14