- Recognizing and expediting the routing/notification of emergency orders to insure proper response (KPIs). Providing proper documentation or explanation when goals are not met. Initiating contact with outside agencies during various emergency events, including the Fire Department, Health Department and other utilities.
- Prioritizing and routing of customer and internally requested work orders to field personnel. Documenting service outages and initiating customer notifications through the Admin Tool.
- Respond to external customer calls addressing customer inquiries, complaints, and needs.
- Respond and initiate internal customer calls (Contact Center, Supervision, Crews, Servicemen) addressing work orders, routing, and staffing needs.
- Process back office work to include, but not limited to; Indiana 811 locate requests, wastewater reports, customer work order routing, response to customer and field employee calls and inquiry and the processing of improper International Fuel Gas Code compliance tag conditions.
- Fill in for Senior Dispatcher (overtime calls and emergency alerts/communications).
- High School diploma or GED equivalent and/or combination of education and experience related to Human Relations and Communications
- Excellent written and oral communication skills
- Must be able to respond and react to changing work environments relating to workload management and utility emergency events.
- Must have the ability to work on-site, remotely or from home.
- Must maintain a suitable remote or homework environment during work hours.
- Flexibility to work various shifts that may include nights, weekends and holidays.
- Must participate in an on-call rotation and be available to work on-site or remote when on-call.
- Available to work a reasonable amount of overtime including extending hours.
- Must possess good organizational skills.
- Must pass and participate in the random Drug & Alcohol program in accordance with Pipeline Hazardous Material Safety Administrative 192 requirements.
- Familiar with Microsoft Office products, preferably Outlook, Excel and Word.
- Minimum 3 years of experience in Customer Contact Center or equivalent experience.
- Dispatch experience preferred.
- Leadership experience preferred.
- Computer experience, including but not limited to, Microsoft Office, customer information service system, ESRI (mapping tool), Indiana 811, INFOR (Sewer Utility Software) and computer aided dispatching system (CAD).
- Computer experience, including but not limited to a Customer Information System (CIS), Geographic Information System (GIS), Maintenance Work Order applications (WAM, INFOR) and Computer-Aided Dispatching application (CAD).
- Ability to understand and experience to operate electronic equipment, such as a two-way radio communications system, telephone equipment.
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Distribution Dispatcher - Indianapolis, United States - Citizens Energy Group
Description
OverviewYou will play an important part in the process of serving and helping customers, because without you, materials and personnel rarely get to where they need to be. Dispatching requires good communication skills, organization and a friendly personality. As a valued member of our team, your input is imperative to the success of any job at the worksite. If you enjoy working with people, pay close attention to detail, then dispatching is the right job for you Without dispatchers working as the middle piece of the puzzle, jobs can't get done. You will be providing assistance to all Gas, Water, Wastewater and Shared Field Services personnel, service providers and supervision relative to daily work assignments, scheduling, customer relations, safety and emergency situations. The successful candidate will be required to work various shifts to include evening, overnight, weekend and holiday shifts to maintain 24/7 office coverage.
You will be responsible for monitoring computer aided dispatching (CAD) system for work assignment and field status. Monitor and responds to field technician's issues and inquires on the dispatch radio and phone systems.
Very important part of the role will be after Call Center business hours, assist with external customer calls for emergency gas, water and sewer situations to include leaks, overflows and service outages. Additionally, you will assist locate technicians, field personnel and service providers with utility service and main records and measurements utilizing ESRI (utility mapping tool) outside of Engineering business hours.
Citizens Energy Group offers a competitive salary and benefits including:
• Health, Dental & Vision
• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Short-Term Incentive Plan (STIP)
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays
• Position onsite and might be eligible for partial remote work schedule after training period.
Work Hours: Due to Dispatch being a 24/7 hour operation, applicants must be available to work A (first), B (second) or C (third) shifts, including nights, weekends and holidays on-site. Shifts may vary between 8, 10 and 12 hours. This position might be eligible to participate in our remote work program after the onsite training period.
Salary Minimum: $45,100, grade 5
If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career
Responsibilities
Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.
