Associate Dispatcher

JOB SUMMARY/PURPOSE

Delta Utilities is seeking an Associate Dispatcher who is responsible for monitoring gas emergencies and gas meter orders for company and contract service technicians. This position works cooperatively with the Contact Center, Receivables Management, Field Operations, and emergency agencies to coordinate efficient and timely scheduling of emergency and non-emergency meter order work. Analyze and respond to changes in priority and resourcing 24 hours/7 days, 365 days/year to ensure the best possible emergency response time and most productive routing and scheduling.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS Non-Emergency

Monitors gas meter order work for company and contract employees. Supports the oversight of the meter order management resources, assisting in the review and revision of technician routes, order distribution, and resource allocation to ensure that work is completed efficiently and within prescribed time frames. Communicates with Field Operation Technicians and Supervision to provide contingency plans to re-balance work as required and keep informed of schedule changes.

Manages current and future customers and Delta Utilities generate work orders to maximize productivity, control costs, and meet regulatory Minimum Gas Service Standards appointment compliance. Monitors meter order work for performance and adherence to daily schedules and reports anomalies to Performance Management and Field Supervision.

Emergency Response

Processes incoming customer and emergency agency (911 fire & police) calls for potential natural gas related emergencies. Increases customer safety and satisfaction by clearly communicating safety precautions and capturing detailed facts to enable response by field personnel. Evaluates priority and urgency of gas emergency orders to ensure customer safety and response by field personnel. Matches resources and orders to meet company targets for primary emergency response.

Is responsible for third party damaged communications to internal and external customers up to executive leadership. Monitors incoming emergencies, recognizing increased incident severity and initiating proper notifications to Field Operations and upper management.

Responds with urgency to all emergency calls, such as gas leaks, outages, and other unsafe situations, and conveys the urgency to field operations for rapid response. Fields incoming calls efficiently to meet department metrics.

May be required to work extended hours for undetermined time frames due to operational demand. 24x7x365 rotational schedule includes working weekends and holidays.

Functional/Technical Competency Requirements

Must be able to use PC desktop applications, Microsoft Office software, excellent keyboard, analytical, communication (written and verbal), planning, and organizational skills. Must possess the ability to learn and use new PC applications. Must be capable of managing multiple tasks and work in a dynamic environment where priorities change rapidly. Must demonstrate ability to read and interpret documents, such as safety rules, operating, and maintenance instructions, procedure manuals, and maps.

Must have the ability to solve practical problems and deal with a variety of variables in situations where only limited standardization exists. The ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form. Customer focus and skills to process calls professionally, effectively, and expediently.

Key Customers:
External customers including emergency 911 agencies (fire, police) and other utilities;
Contact Center, Field operations personnel, Contractors, Receivables Management, and Damage Prevention.

MINIMUM REQUIREMENTS Minimum education required of the position

• High School Diploma or equivalent knowledge of English, basic mathematics (addition, subtraction, multiplication, division and calculation of fractions and/or percentages), grammar and punctuation.
• Preferred: Associate's degree and / or relevant experience as described in the main accountabilities.

Minimum experience required of the position

• Requires a minimum of 1+ years' experience as a gas distribution Dispatcher utilizing Mobile Data system. Other natural gas distribution experience to be considered in lieu of dispatching experience.

Minimum knowledge, skills and abilities preferred of the position

• Must possess a strong background in teamwork skills and demonstrate the ability to produce desired results and maintain composure in a rapidly changing high stress environment.
• Experience in the utility industry, customer service, dispatch, scheduling, emergency response or field operations in a 24x7 regulated environment is preferred.
• Able to demonstrate proficiency with an integrated work order system such as SAP ESD, CCS, MPA, OSS, Service Suite, Oracle, OFS and WACS.
• Able to transfer technical knowledge to others and teach effectively.
• Able to demonstrate strong interpersonal skills and effective listening skills.
• Able to…