The Damage Prevention Associate (DPA) works in the Virginia 811 inbound contact center and is the first line of contact for contractors, excavators, and property owners who need to notify underground utility owners of their excavation.
The DPA handles all types of inquiries, requests, or problems related to the Virginia Damage Prevention Act.
Essential Duties and Responsibilities:
1.
Receive incoming telephone calls and electronic requests from contractors, excavators, and homeowners.
2.
Input data provided by the excavator: utilize mapping skills, access mapping tools provided within the system and on various websites, to accurately create a notice of excavation.
3.
Locate the excavation area(s) on a computer-mapping program and utilize the tools provided to accurately determine the dig site.
4.
Provide information regarding Virginia Underground Utility Damage Prevention Act.
5.
Attend meetings, seminars, training events, classes, etc.
to further the knowledge and skills required for the position.
6.
Perform other duties as assigned that are required for the successful operation of the Virginia 811 notification center.
Qualification Requirements:
Knowledge and Skills
• Professional telephone skills to include using active listening skills with the caller and addressing their needs as it applies to Virginia 811 processes.
• Computer navigational skills to include using multiple programs and websites to accurately confirm information provided by the caller.
• Comprehensive mapping skills to include the ability to take verbal instructions verbatim, and match the instructions to the mapping program.
• Ability to use logic and critical thinking skills to prevent errors that may cause loss of life and / or property.
• Possess cognitive skills to comprehend and process information from the customer to apply to the ticketing process.
• Excellent word processing skills to include appropriate grammar and spelling.
• Knowledge of contact center operations.
• Knowledge & skills in computer and software operating systems.
• Premier customer service skills.
• Ability to be self-directed to succeed in changing environments.
• Ability to be flexible and make changes as necessary.
• Ability to work cooperatively as a team member.
• Ability to show an enthusiastic attitude toward work and co-workers and project enthusiasm about work, projects, changes, and directives.
Physical Requirements
• Ability to sit at a workstation and type on a computer keyboard for a period of 4 to 12 hours.
• Ability to express or exchange ideas by means of the spoken word, impart verbal information to clients or to the public and convey detailed or important spoken instructions accurately, loudly, and quickly to other workers.
• Ability to receive detailed information through verbal communication and make fine discriminations in sounds.
• Ability to perceive the nature of sounds to review recordings of telephone calls between excavators and DPS team members.
• Ability to view a computer screen to determine the mapping accuracy of the excavation site drawn by the DPS team members.
• Ability to distinguish between colors to view orthophotography and mapping data on a computer screen.
• Ability to read close-up and do close-up work.
Specific vision abilities required by this job include close-up vision, distance vision, color vision, peripheral vision, depth of perception, and ability to focus.
• No physical lifting or exertion is required.
Equipment Used:
Office equipment such as computers, copiers, and scanners
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