System Response Controller I, II, Winter Haven

Utilities Division - System Response Controller I, II

Non-Exempt $21.32hr - $34.06hr Employee Benefits Direct Deposit, Bi-Weekly Pay Checks Medical, Dental, Vision Life Insurance FRS Retirement 10 Paid Holidays Paid Time Off Tuition Reimbursement Education Incentives Deferred Compensation Plan Wellness Incentives Employee Assistance Program (EAP)Free Employee Gym Free Employee Health Clinic Must have the physical, developmental and mental ability to perform job tasks, work efforts, responsibilities and duties of the job illustrated below: The Utilities Division is responsible for public health and safety, as well as safeguarding the environment, by providing crucial safe water and wastewater services. This position is part of the team that provides services necessary for human health, economic stability, and overall societal well-being. At the core of the mission of providing these services includes commitment to providing excellent customer service to our citizens, business partners, regulatory agencies, and other county divisions.Major Function

- Coordinates communication with Utilities Operations staff through phone, email, radio, and cellular systems. Dispatches and routes service orders for both routine and emergency work. Performs operational and technical tasks with independent judgment and high attention to detail, including monitoring Supervisory Control and Data Acquisitions (SCADA), Computerized Maintenance Management System (CMMS), Lucity, and other operational software to respond promptly in time-sensitive situations.Illustrative Duties Maintain continuous communication with all Operations field personnel via phone, radio, and mobile systems; accurately document and log all communications. Create, manage, and update work orders in utility management systems, ensuring accurate service records. Monitor SCADA and other operational systems, responding promptly to outages, anomalies, and emergencies.Exercise independent judgment to triage service calls, prioritize dispatches, and allocate resources effectively. Serve as the initial contact for public and internal inquiries, resolving issues or escalating as needed. Analyze service data to identify trends, recurring issues, and process improvement opportunities.Perform technical and administrative tasks to support operational readiness, reporting, and service delivery. Maintain professionalism, clear communication, and composure under high-pressure situations. Knowledge, Abilities and Skills Knowledge of utility operations, customer service standards, dispatch procedures, and local service areas.Familiarity with SCADA systems, telemetry-based monitoring tools, alerting platforms, Microsoft Office, and industry-specific software applications. Ability to communicate effectively with internal staff, field personnel, and the public using multi-line phone systems, radios, and mobile devices. Ability to monitor and interpret SCADA alerts and utility system data to assess conditions and respond appropriately.Ability to manage multiple service requests, exercise judgment, and make decisions in time-sensitive situations. Ability to accurately log and document communications, work orders, and service outcomes. Ability to follow oral and written instructions and maintain attention to detail. Ability to work independently or collaboratively as part of a team, maintaining composure in high-pressure situations.Ability to analyze operational data, identify trends, and suggest process improvements. Strong organizational, communication, and problem-solving skills. Minimum Qualifications High school diploma or an acceptable equivalency diploma from an accredited institution. Must have a valid driver's license and be able to secure and maintain a valid Florida driver's license within 30 days of employment within this classification. Must have and maintain a clean driving record to operate an assigned county vehicle.System Response Controller I

Pay Grade 12 One (1) or more years of experience working in customer service, as a communications operator, or in a related capacity. Some knowledge of SCADA, CMMS, Lucity systems and other operational software. Working knowledge of Water Utilities Systems and GIS (Global Information Systems). Working knowledge of triaging issues&emergencies. System Response Controller I

Pay Grade 14 Three (3) or more years of experience working in customer service, as a communications operator, or in a related capacity. Intermediate knowledge of SCADA, CMMS, Lucity systems and other operational software. Intermediate knowledge of Water Utilities Systems and GIS (Global Information Systems).Intermediate knowledge of triaging issues&emergencies. Special Requirements This position is subject to standby/on-call rotation. All employees will be required to work before, during, or after an emergency. During an emergency, employees may temporarily be assigned to work and perform duties outside the normal scope of their position, location and work schedule to fit the needs of the County and its citizens.