Damage Prevention Agent

Please note: We are not currently hiring for this position but are accepting applications for future openings.

DFW Applicants Only – On-Site Training & 90-Day In-Office Requirement
Location: 1410 E Renner Rd, Suite 100, Richardson, TX 75082

This role requires on-site attendance for the first 90 days, including 5–6 weeks of training.

After training, you will continue working in the office until the 90-day period ends.

Employees in good standing, as evaluated by our Operations team, may become eligible to work remotely after 90 days.

Starting Pay:

Damage Prevention Agents: $18.37 per hour

Bilingual Damage Prevention Agents (English/Spanish): $19.29 per hour

Classification 

Hourly

Reports to 

Damage Prevention Supervisor 

Summary/Objective 

The Damage Prevention Agent (DPA) serves as the frontline customer contact within the Texas811 Contact Center, responsible for accurately processing locate requests and providing guidance to callers. Agents are expected to demonstrate professionalism, maintain high service standards, and contribute to public safety by ensuring the accurate relay of excavation information. 

The Damage Prevention Agents input and process locate requests electronically and telephonically using the Texas811 data input systems at the beginner level while gaining knowledge. Agents communicate daily with customers and members, while providing the best service in damage prevention and public safety. 

Direct Reports 

None 

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

Call Handling & Ticket Processing 

• Process locate requests telephonically and electronically using Texas811’s designated systems and resources, including ticket entry programs, online mapping platforms, and other tools as approved by management. 

• Modify or cancel locate tickets within defined policy parameters. 

• Answer customer calls and electronic communications promptly, professionally, and within established service expectations. 

• Guide customers through locate request processes, policies, and explain what to expect. 

• Conduct outbound calls and other customer communications as a representative of Texas811 and its state clients, ensuring professionalism, efficiency, and accuracy. 

Customer & Member Support 

• Communicate effectively with customers and members regarding locate requests. 

• Direct inquiries to the appropriate internal departments or personnel. 

• Assist customers in understanding next steps and available tools or resources. 

• Maintain confidentiality and follow established data protection and handling protocols. 

Performance & Policy Adherence 

• Meet or exceed accuracy, quality, and call-handling and customer interaction standards. 

• Meet or exceed standards for accuracy, quality, call handling, and customer interaction. 

• Stay current on policies, procedures, and regulatory or state-specific requirements. 

• Promptly notify a supervisor of technical issues or system disruptions. 

• Maintain reliable attendance and punctuality, adhering to shift expectations and scheduled breaks. 

General Expectations 

This position is expected to maintain flexibility to perform additional responsibilities as needed. Ensure availability to address organizational priorities and support team operations. Exhibit professionalism in all interactions and representations of the organization.  

Competencies 

• Demonstrates basic computer, keyboarding, and data entry skills. 

• Accurately interprets directions and instructions received via phone, computer, or paper. 

• Applies basic map reading, measurement conversions, and directional understanding for accurate ticket processing. 

• Calculates and converts measurements and distances effectively when entering or interpreting ticket information. 

• Communicates clearly, respectfully, and professionally in both written and verbal interactions. 

• Delivers friendly, courteous, and helpful customer service in alignment with Texas811 standards. 

• Maintains composure, adaptability, and flexibility in a high-volume, multi-state environment. 

• Efficiently manages call queues, including transitioning between states when trained and required. 

• Applies problem-solving skills to resolve basic issues and support customer understanding. 

• Demonstrates time management skills and the ability to meet productivity and quality goals. 

• Maintains a strong attendance and dependability record. 

Travel 

This role operates primarily in a professional office environment, with expectations for on-site presence and remote work options as determined by the Chief Operating Officer and the Director of Operations. Additionally, this position may be required to conduct business travel as needed, which may include infrequent travel outside the local area and overnight.   

Work Environment 

This job operates primarily in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and virtual meeting tools. 

Required Education and Experience 

• High school diploma or equivalent preferred. 

• 1–2 years of experience in customer service, call center, or a high-volume customer-facing environment. 

• Basic understanding of contact center operations and the role of 811 locate requests preferred. 

• Demonstrated ability to use computers, digital tools, and multi-system workflows efficiently. 

• Ability to speak, read, and type in English fluently; additional language skills may be considered based on business needs. 

Physical Demands/ADA Requirements 

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

While performing the duties of this job, the employee is regularly required to see, talk, or hear. This is largely a sedentary role; and individuals may need to sit or stand for extended periods of time. Individuals must be able to type, operate telephones, computer equipment, and audio headphones. May require walking primarily on a level surface for periodic periods throughout the day. Reaching above shoulder heights, below the waist or lifting as required to file documents or store materials throughout the workday. 

Other Duties 

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.