Resource Management Dispatcher

Dispatcher I

We are looking for a reliable Dispatcher to provide effective and efficient scheduling and routing of emergency and non-emergency work to field technicians. Provide excellent customer service with inbound customer inquiries as well as outbound follow-up calls. Responsible for creating and maintaining a positive customer experience while running an efficient operation providing best in class service. The Dispatcher is responsible for setting up the technician's workload assignments, monitoring those assignments, and supporting the Field Technicians and the Call Centers.

Must be able to respond to inquiries quickly and accurately to best utilize resources.

• Monitors emergency and non-emergency orders to ensure orders are routed and completed by the appointed time including emergency locates.
• Routes filler work to field service personnel by dispatching work orders via Mobile Data and/or Radio; by date and compliance deadline.
• Evaluates field service routes; provides optimized routes for various field service personnel; adjusts field service personnel allocations based on quantity and severity of workload, and availability of resources.
• Monitors field personnel efficiency throughout the day and makes recommendations to Resource Management Supervision based on findings.
• Assigns, dispatches, and tracks emergency orders to ensure compliance to standards.
• Gathers information for Pre-Notice of Incident (NOI) Reports; routes to Public Service Commission (PSC), Utility Protection Center (UPC), Community Affairs and Safety, Security & Corporate Compliance, STS.
• Assists Sr. Dispatcher during mass outages to obtain information and coordinate activities of field service personnel.
• Complete the 2pm route review to determine the need for overtime to complete remaining workload and report findings to the service center Point of Contact.
• Verifies completion of previous day's orders; investigates and takes action on incomplete orders.
• Assists field service personnel (e.g., checks account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).
• Assists Customer Service Representatives (CSRs) with Estimated Time of Arrivals (ETAs) and technical questions; interprets codes and clarifies field service personnel comments.
• Understand the basics fundamentals of Sentinel and the forecasting model.

• Required BS/BA or Equivalent work experience
• Minimum of 6 months dispatching/scheduling experience

• MS Word, Excel - intermediate proficiency.
• MS Access, Outlook - basic proficiency.
• Influencing.
• Operator Qualified in accordance with Company Plan.
• Problem Solving.

• Spanish – fluent.

• Rotating shifts
• Nights
• Weekends
• Holiday work
• Overtime work