at Southern Company in Glen Ellyn, Illinois, United States
Job Description
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.
REPRESENTATIVE DUTIES AND RESPONSIBILITIES:
+ 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.
EDUCATION AND EXPERIENCE:
Required:
- Required BS/BA or Equivalent work experience
- Minimum of 6 months dispatching/scheduling experience
SKILLS:
Required:
- MS Word, Excel – intermediate proficiency.
- MS Access, Outlook – basic proficiency.
- Influencing.
- Operator Qualified in accordance with Company Plan.
- Problem Solving.
Preferred:
- Spanish – fluent.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
- Rotating shifts
- Nights
- Weekends
- Holiday work
- Overtime work
Southern Company Gas provides for the energy needs of over four million U.S. households and businesses. As the largest natural gas-only distribution company in the United States, we’re working to ensure that Americans have access to a supply of clean, safe, reliable and affordable natural gas for decades to come. We offer our customers a wide range of energy services under one umbrella: seven regulated utilities as well as non-regulated businesses that offer retail, wholesale and storage services.
Southern Company (NYSE: SO) is a leading energy provider serving 9 million residential and commercial customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy infrastructure company with national capabilities, a fiber optics network, and telecommunications services. Through an industry-leading commitment to innovation, resilience, and sustainability, we are taking action to meet our customers’ and communities’ needs while advancing our commitment to net zero emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture and hiring practices have earned the company national awards and recognition from numerous organizations, including Forbes, Military Times, DiversityInc, Black Enterprise, J.D. Power, Fortune, Human Rights Campaign and more. To learn more, visit www.southerncompany.com.
Southern Company is an equal opportunity employer where an applicant’s qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 5755
Job Category: Administrative & Clerical
Job Schedule: Full time
Company: Nicor Gas
