Requisition/Vacancy No\. 116691BR
**Position Title** Customer Service Representative / Dispatch
**Job Category** Transportation Operations Management / Traffic Monitoring
**Business Line** Transportation
**Office Region** USA \- Central
**Office Location** US \- Southfield, MI \- 27777 Franklin Road
**Why Choose AECOM?** AECOM is a premier, fully integrated professional and technical services firm positioned to design, build, finance and operate infrastructure assets around the world for public\- and private\-sector clients\. With nearly 100,000 employees — including architects, engineers, designers, planners, scientists and management and construction services professionals — serving clients in over 150 countries around the world, AECOM is ranked as the \#1 engineering design firm by revenue in _Engineering News\-Record_ magazine’s annual industry rankings, and has been recognized by _Fortune_ magazine as a World’s Most Admired Company\. The firm is a leader in all of the key markets that it serves, including transportation, facilities, environmental, energy, oil and gas, water, high\-rise buildings and government\. AECOM provides a blend of global reach, local knowledge, innovation and technical excellence in delivering customized and creative solutions that meet the needs of clients’ projects\. A _Fortune 500_ firm, AECOM companies, including URS Corporation and Hunt Construction Group, have annual revenue of approximately $19 billion\. More information on AECOM and its services can be found at www\.aecom\.com\.
**About the Business Line** **Transportation**
We provide professional services in areas such as aviation, transit, freight rail, highways and bridges, planning, and ports and marine\. Our global network of top\-tier specialists delivers comprehensive services over the full life cycle of a project to benefit clients in government and private industries\.
**Job Summary** Operators are responsible for assessing all incoming traffic data and determining, in real\-time, the content and priority of traffic reporting\. They are the primary point of contact for incident management coordination\. Operators provide information to the traveling public related to current travel conditions, maintain traffic interruption reports and manage incidents on the metropolitan roadways from the SEMTOC Control Room\.
Operators assess large volumes of data \(both static and real\-time\) from a wide variety of sources to detect possible roadway incidents\. They monitor the ATMS, check road sensor data and confirm the data using CCTV video\. Effective communication is an important part of this process as Operators maintain telephone or radio communications with Freeway Courtesy Patrol Drivers, Field Technicians, 911 Operators and public service agencies\. Once assessment is complete, Operators determine the facts and severity of traffic incidents and prepares the information for dissemination to the motoring public\.
In addition, Operators are responsible for the maintenance, quality, accuracy and timeliness of all information disseminated, including CMS and fax/notification messages\. Operators maintain contact with MSP Radio Operator/Dispatchers and local authorities to verify and update information regarding ongoing incidents, associated backups/traffic delays and estimated clearance time\.
Responsibilities for this position include but are not limited to:
• Maintain the CMS Message Library
• Log calls into Call Tracker
• Maintain current work orders
• Check all freeway lane/ramp closure signing for construction/maintenance work
• Check cameras periodically
• Check CMS periodically
• Check ramp meters periodically
• Deploy portable CMS for special events/ramp meter startups
• Coordinate Lane/Ramp Closure Requests from Inside/Outside Customers
• Complete Shift Routine Checklist, Minor and Major Incident Checklists and work orders, when appropriate
When assigned, the FCP Dispatcher is charged with maintaining constant communications with the FCP Drivers who are out on southeastern Michigan roadways\. Normal duties of the dispatcher include entering information into the MSP CAD system, entering data from FCP call cards and monitoring security cameras and access gates\. Although the role is very specific, the FCP Dispatcher may be required to fill the role as an Operator on an as\-needed basis\.
**Minimum Requirements**
+ High School Diploma or equivalent
+ Michigan Driver’s License in good standing
**Preferred Qualifications**
+ Associates degree or equivalent mix of education and practical experience
+ A working knowledge of the municipality and area traffic management organizations, including state, metro and local emergency services
+ An intimate knowledge of metropolitan roadways including their alternate names, the jurisdiction they are located, where the jurisdiction changes, and alternate routes that are available
+ An ability to synthesize information from multiple, diverse and simultaneous inputs, including automated road sensor data, 2\-way radios, CCTV cameras, FCP vehicles and computer databases
+ Knowledge of personal computers and software, with a particular emphasis on Graphical User Interface applications, e\.g\., Microsoft Windows, MS Office
+ An ability to work calmly and accurately under intense pressure
**What We Offer** AECOM is a place where you can put your innovative thinking and business skills into high gear and work alongside other highly intelligent and motivated people\. It's a place where you can apply your skills to some of the world's most challenging, interesting, and meaningful projects worldwide\. It's a place that values the diversity of our areas of practice and our people\. It's what makes AECOM a great place to work and grow\.
AECOM is an equal opportunity employer and Minorities, Females, Veterans, and Disabled persons are encouraged to apply\. For further information, please click here to view the EEO Is The Law poster\.
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