Dispatcher, Customer Service​/HelpDesk

Dispatcher (Night Shift – 3:00 pm to 3:00 am) Position Summary

The Dispatcher is responsible for coordinating, scheduling, and dispatching field crews to ensure timely response to service requests, maintenance activities, outages, and emergency situations. This role serves as a critical communication hub between customers, field personnel, and internal departments, helping maintain safe, reliable, and efficient utility operations.

• Assign and dispatch field crews for service calls, maintenance work, repairs, inspections, and emergency responses.
• Monitor crew locations, job status, and workloads to adjust assignments in real time.
• Prioritize service requests based on urgency, safety considerations, and operational requirements.
• Communicate job information clearly and accurately to field staff.

• Receive service requests, outage reports, and maintenance needs from customers, supervisors, or automated systems.
• Provide timely updates to customers, supervisors, and other departments on job status and estimated response times.
• Coordinate with operations, engineering, safety, and customer service teams as needed.

• Use dispatching software, GIS mapping, and work management systems to track job progress and crew availability.
• Monitor alarms, outage notifications, and system alerts to initiate an appropriate response.
• Log key information and maintain accurate records of all activities.

• Respond quickly to emergency calls, outages, and critical events.
• Initiate emergency call-out procedures when needed.
• Maintain calm, clear communication under pressure and ensure all safety protocols are followed.

• Document service requests, crew assignments, and completion details in the work management system.
• Generate reports related to dispatch activity, service times, and operational performance.
• Assist with scheduling, time entry confirmation, or paperwork as required.

• High school diploma or equivalent required; technical or vocational training preferred.
• Previous dispatching, customer service, or utility operations experience strongly preferred.
• Familiarity with utility systems is a plus.
• Strong communication and multitasking abilities.
• Ability to stay calm and make sound decisions during high-pressure situations.
• Proficient with dispatch software, GIS mapping tools, and basic computer applications.
• Strong problem-solving and organizational skills.
• Ability to work independently and as part of a team.
• Fast-paced operations environment with frequent communication by phone and radio.
• May require rotating shifts, nights, weekends, and holidays.
• Expected to support emergency or storm response efforts when necessary.

ARTESIAN IS COMMITTED TO PROVIDING REASONABLE ACCOMMODATIONS UNDER THE AMERICANS WITH DISABILITIES ACT.