Dispatcher I

Purpose

Responsible for coordination of communications and information operating a variety of communication equipment including two-way radios, cell phones, and personal computers in order to receive, prioritize, schedule and dispatch emergency and non-emergency calls. This position also coordinates internal and external agencies, vendors, and equipment for field crews.

Accountabilities

System Operations & Operational Excellence:

• Dispatcher on shift supporting all system operations activities including the monitoring of system conditions, alarms, utilizing sophisticated control center technologies including ADMS and CLICK to safely and reliability respond to all
  system disturbances and events on the distribution systems.
• Manage normal system events and where these become more complex will work with the Senior Dispatcher to determine the appropriate actions necessary to safely and reliably restore the utility system, including field crews and the equipment (i.e., electrical equipment, water system).
• Acts as a customer service representative during off-hours and utilizes the SAP system to create work order and/or submit notifications of outages and emergencies from customers. If applicable, ensure that all emergency orders and short cycle work is scheduled to technicians in Click.
• Escalates mapping changes to the senior & lead dispatcher and assists in maintaining department tools such as but not limited to identifying network model updates.
  
  

Incidents & Restoration:

• Manages trouble incidents during 'normal' operating conditions utilizing the necessary system (i.e., Click system or the outage management system) and collaborates with the Control Room team, Construction, and Operations to establish priorities and dispatch resources as appropriate.
• Assist in documenting incident resolution information in the OMS
• Complete Dispatch logs and reports and ensure updates for off hour repairs and outage restoration
• Works with the senior dispatcher to create and submit templates for internal notification of major incidents
  Utilizes the IVR system to inform customers of an existing outage and updates the system once a major outage has been restored

Other:

• Perform crew callouts for emergent work during off-hours
• Perform other duties as assigned

Education and Experience

• HS Diploma with a minimum of 2 years’ experience in dispatching / call center environment and/or demonstrated experience with managing multi-task assignments in a customer service environment required.
• Knowledge of Geographic Information Systems (GIS), SAP systems, outage management systems (OMS), call management systems, work scheduling or dispatching systems is preferred.
• Demonstrates the ability to work systematically to analyze problems and issues, identify causes, anticipate implications, and identify effective courses of action during periods of stress and emergencies.
• Able to work in a team environment and prioritize multiple tasks concurrently to meet deadlines as required.
• Excellent organizational, written and oral communication skills required to perform efficiently in this role.
• Flexible with working within shift rotation, which may include day, evening, and night hours as well as weekends, On-Call duties and Company-recognized holidays required.
• Proficient with Microsoft Office (Word, Outlook & Excel) is required.
• Valid driver’s license required.
• Pass Company pre-employment DOT Testing & Exam