Associate Dispatcher

Job Summary/Purpose

Delta Utilities is seeking an Associate Dispatcher 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.

Non-Emergency:

• Monitors gas meter order work for company and contract employees. Support 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.>
• Communicate with Field Operation Technicians and Supervision to provide contingency plans to re-balance work as required and keep informed of schedule changes.
• Manage current and future customers and Delta Utilities generate work orders to maximize productivity, control costs, and meet regulatory Minimum Gas Service Standards appointment compliance.
• Monitor meter order work for performance and adherence to daily schedules and report anomalies to Performance Management and Field Supervision.

Emergency Response:

• Process incoming customer and emergency agency (911 fire & police) calls for potential natural gas related emergencies. Increase customer safety and satisfaction by clearly communicating safety precautions and capturing detailed facts to enable response by field personnel.
• Evaluate priority and urgency of gas emergency orders to ensure customer safety and response by field personnel.
• Match resources and orders to meet company targets for primary emergency response.
• Responsible for third party damaged communications to internal and external customers up to executive leadership. Monitor incoming emergencies, recognizing increased incident severity and initiating proper notifications to Field Operations and upper management.
• Respond with urgency to all emergency calls, such as gas leaks, outages, and other unsafe situations, and convey the urgency to field operations for rapid response. Field 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.

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.

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

• 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.

• Requires a minimum of 1+ years' experience as a gas distribution Dispatcher utilizing Mobile Data…