Complaint Dispatcher B

PEPCO • Bethesda, MD

13h

About The Position

The Complaint Dispatcher B-NERC efficiently coordinates and dispatches field personnel in a cost-effective manner, working with System Operators as appropriate. The role dispatches orders to personnel across various groups or departments using radio or electronic media; plans and directs job sequence; and manages work flow to meet customer requirements. It monitors routine field activity and analyzes information from multiple sources to determine dispatch location and priority, while making recommendations to supervision about field resource needs. The dispatcher handles clerical and dispatch duties related to routine and emergency work, meter orders, single-phase and polyphase work, and other related electric and customer work within the employee’s skills and abilities.

The position coordinates responses to routine and emergency requests, schedules field resources, manages priorities with other departments, tracks performance, and communicates with customers, contractors, employees, and field personnel. It also researches technical information, prepares reports and notifications, enters business data, and handles Miss Utility requests by dispatching Mark Out personnel. The role is NERC-regulated and requires qualification testing, rotating shift and holiday work, overtime and storm-restoration support, and compliance with applicable safety rules and the Labor Agreement.

Requirements

• Pass qualification testing before the company awards the job, and pass the pre-employment qualification test and interview.
• Work rotating shifts and holidays, including schedule and shift work that may include Saturdays, Sundays, and holidays as assigned.
• Participate in overtime callouts consistent with the Labor Agreement; be willing and able to work overtime regularly and be available for callout overtime.
• Support storm-restoration efforts and be available for storm callout as required.
• Communicate effectively orally and in writing; write, speak, read, comprehend, and communicate clearly and accurately in English.
• Be familiar with the geographical layout and characteristics of the electric distribution system.
• Remain thoroughly familiar with company safety rules applicable to this and related jobs.
• Demonstrate the ability to handle multiple tasks at different stages of completion under stressful conditions.
• Comply with NERC requirements, including background checks, because this is a NERC-regulated position.
• Complete a six-month qualifying period in each progression step and pass training and progression testing when developed.
• Be able and willing to travel to various work locations.

Nice To Haves

• At least two years of post-secondary credits or equivalent experience acceptable to the company.
• Previous dispatching experience.

Responsibilities

• Receive information from a variety of sources and coordinate the appropriate response for routine and emergency work.
• Schedule and assign field resources to complete work in a timely manner.
• Coordinate resources and priorities with various groups and departments.
• Track, measure, and report performance against business goals and objectives.
• Answer, make, and process telephone calls from customers, contractors, and employees.
• Conduct written and oral business with customers, correspond as needed, and deal with the public when required.
• Conduct duties in a manner that promotes good customer relations, teamwork, and efficient operations.
• Make decisions and solve problems related to the work and customers.
• Research and gather technical information requested by field personnel.
• Investigate and compile information from various sources to provide clear reporting and notifications to other parties.
• Compile, check, and verify business data and prepare summaries or supporting report tabulations.
• Enter data with an understanding of its significance to ensure proper use and distribution.
• Handle Miss Utility requests and dispatch appropriate Mark Out personnel.
• Maintain ETR accuracy and ensure ETRs do not expire.
• Create secondary outage tickets on blue-sky days when required, meeting the stated frequency target.
• Meet time-to-dispatch and parallel-dispatch requirements.
• Contact AOAs to attempt remote reconnections for meter swaps and remote disconnections.
• Enter accurate alerts in the CRM&B system for safety and NMNS disconnects.
• Update crew counts in the OMS Storm Manager module at the beginning of each shift and as staffing changes.
• Support storm-restoration efforts and respond to overtime callouts as required.
• Perform other related or less skilled work as required or directed.

Benefits

• 401(k) match and annual company contribution
• Medical, dental, and vision insurance
• Life and disability insurance
• Paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave, and bonding/primary caregiver or parental leave
• Employee Assistance Program and resources for mental and emotional support
• Wellbeing programs, including tuition reimbursement, adoption and surrogacy assistance, and fitness reimbursement
• Referral bonus program
• Annual bonus of 4% for eligible positions

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed