Two (2) Customer & Power System Logistics Dispatchers

Toronto Hydro•Toronto, ON

5d•CA$42 - CA$53

About The Position

The Customer & Power System Logistics (CPSL) Dispatcher receives, interprets, prioritizes and facilitates the passage of information from, to, and between internal and external customers by using a variety of information systems such as, but not limited to: outage management systems (OMS), internet based applications, telephone, radio, fax etc. The Dispatcher monitors and updates systems, validates and catalogues customer service events, assigns the appropriate field resources to the appropriate work order/event, maintains written and computerized records, provides communication updates, (internal/external) to customers and internal stakeholders. The Dispatcher provides information as applicable to Toronto Hydro customers and if applicable, can be the central point of contact for field crews to report information, obtain approvals/provide notice and to report accidents. The Dispatcher position runs on a rotating 24/7, 365 days/year shift schedule.

Requirements

Minimum of College diploma or University degree (Electrical Engineering or Business preferred), or a suitable combination of education and experience may be considered
Related 1-2 years of experience (customer service environment preferred)
Demonstrated experience in a variety of business computer software including ticketing programs, customer information systems, records/ asset databases, geographic information/ tracking applications
Good oral & written communication skills
Knowledgeable in safety regulations, rules, procedures and radio systems
Customer focused, improves and attains customer service results
Demonstrates problem solving skills, takes into account all relevant information, considers the impact of the solution; able to develop new and creative solutions to work problems
Ability to organize work efficiently and effectively
Ability to work under pressure in a fast-paced environment during high volume events
Able to work with minimum supervision
Builds positive relationships and interacts effectively with others
Flexible in adapting to changing organization, industry and market conditions

Nice To Haves

Previous utility experience will be considered an asset
Previous experience with dispatching mobile resources an asset
Preference will be given to candidates with an Electrical Engineering or technical education background
Knowledge of electrical distribution systems, including primary and secondary operating voltages in both the overhead and underground environment is an asset

Responsibilities

Receives, interprets, prioritizes, and assigns service orders to the appropriate field resource
Catalogues customer service orders, calls, messages, and provides timely response/action in a dynamic and continually changing environment
Manages multiple resource types and information systems simultaneously
Transmits and receives information; provides customers timely follow-up on events
Assigns events based on crew competency and proximity to event
Creates multiple work orders per event to ensure proper financial allocation
Provides customer service functionality beyond normal working hours as applicable
Updates Interactive Voice Response (IVR) and all other external communication mechanisms to reflect current-state status of events
Receives dispatches and logs switching operation instructions
Receives, authorizes, and records mark-ups for confined space entry
Updates systems with information before, during, and after work completion
Performs clerical/administrative routines associated with the position
Provides information to customers on Toronto Hydro services