Work Order Resource Specialist

Position: Work Order Resource Specialist

Location: St. louis, MO

Job :456

# of Openings:1

The Work Order Resource Specialist plays a critical role in ensuring customer work orders are efficiently dispatched to field operations. This role is responsible for facilitating timely resolution of customer-reported issues by coordinating with field crews, monitoring progress, following up on updates, and maintaining proactive communication with customers throughout the work order lifecycle.

Schedule:
Shift work that will between 7am - 7pm

• Review customer work orders, validate information, and follow up with customers when clarification is needed
• Coordinate and schedule utility personnel to ensure that work assignments (e.g., maintenance, repairs, inspections) are carried out in a timely and efficient manner. Optimize crew deployment based on workload, skill requirements, and geographic considerations
• Analyze staffing requirements and allocate resources appropriately to meet operational demands. Ensure that all shifts are covered, balancing workload distribution to avoid overstaffing or understaffing
• Serve as the primary point of contact for utility field personnel, dispatchers, and other internal departments (e.g., operations, communications, etc). Communicate any changes in work, task priorities, or emergencies
• Create and track back-office tasks in CIS and reporting tools related to back-office requests
• Analyze requests from customers, coordinate with other departments to manage and resolve issues
• Monitor the status of open work orders, ensure timely updates are received from field staff, and elevate delays or lack of response as needed
• Enter workforce hours, labor costs, and productivity metrics. Review regular reports for management on workforce performance, scheduling efficiency, and project status
• Address any workforce-related issues that may arise, such as staffing shortages, equipment malfunctions, or scheduling conflicts. Work with management to find timely solutions
• Ensure effective and timely communication on the resolution of all work directly to the impacted customer
• Investigate unusual workorder trends or recurring customer complaints and coordinate with other departments to resolve underlying issues
• Coordinate with internal leadership to track and manage workloads based on upcoming tasks
• All other duties as assigned

• Accuracy
  - Ability to perform work accurately and thoroughly
• Analytical Skills
  - Ability to use thinking and reasoning to solve a problem
• Attention to Detail
  - Ability to pay attention to the minute details of a project or task from the beginning to the end of the project/task
• Communication, Oral & Written
  - Ability to communicate effectively with others using both the spoken/written word
• Decision Making
  - Ability to make critical decisions while following company procedures
• Ethical
  - Ability to demonstrate conduct conforming to a set of values and accepted standards
• Judgment
  -Ability to formulate a sound decision using the available information
• Organized
  - Possessing the trait of being organized or following a systematic method of performing a task
• Problem Solving
  - Ability to find a solution for or to deal proactively with work- related problems
• Responsible
  - Ability to be held accountable or answerable for one’s conduct.
• Teamwork
  - Ability to work as part of a team
• Working Under Pressure - Ability to complete assigned tasks in stressful situations

• High school Diploma or equivalent. Bachelor’s degree is a plus
• 2-3 years’ experience in workforce management, scheduling, or exposure to the utility industry
• Familiarity with safety standards and regulatory compliance in the utility industry
• Highly proficient in MS Office Suite including Excel, Word, and Outlook