Dispatcher

CUC Corporate Brand•Port Saint Lucie, FL

2d•Hybrid

About The Position

Coordinate all daily service work orders in the company’s SAP system. Dispatcher reviews system generated work orders and may make adjustments using knowledge of personnel skills and location of work to be completed prior to dispatching. Dispatches service techs and work crews according to the work orders to be completed that day for residential/commercial customers, maintenance and construction activities. Communicate with field personnel via phone or computer to provide information and updates on schedules. At times Dispatcher may need to adjust daily work activities scheduled for field employees based on priority work such as emergencies related to leak calls. Monitors the input of completed work orders into SAP by field employees for accuracy and timeliness. Works with the field employees to make corrections on the completed work order as needed. Coordinate with operation management related to employee schedule changes as well as efficiently routing the field personnel ensuring over-time is distributed evenly and is kept to a minimum. Assist management in developing workforce resource plans and effectively managing these resources. Communicates with the field services team on all daily work not completed. Dispatcher will change the status to hold in SAP. The status will be changed once the customer has been contacted by the field service team or the call center. Generates reports related to the efficiency of work being done by field technicians. Reports are generated out of SAP and sent to operation leadership for review. Manage Periodic Meter Changes (PMC) / sampling program (ISP) notifications requiring customer contact. Compliance related off-cycle work that the dispatcher will coordinate with field technicians to complete (change out of old meters not in compliance to new meters).

Requirements

High School Diploma or Equivalent Required
3 years of work-related experience consisting of dispatching, customer service, or field work in the utility industry, etc.
Must have understanding of business unit procedures principles.
Must be proficient in the use of standard business software (Microsoft Word, Excel, PowerPoint, Windows and SAP).
Excellent customer service skills.
Good oral and written communication skills.
Must demonstrate sound communication, business judgement, decision making skills and maintain confidentiality.
Ability to work independently as well as in a diverse work group/environment.
Valid Driver's License

Nice To Haves

1 year of direct experience in the gas or electric utility industry

Responsibilities

Coordinate all daily service work orders in the company’s SAP system.
Review system generated work orders and make adjustments using knowledge of personnel skills and location of work to be completed prior to dispatching.
Dispatch service techs and work crews according to the work orders to be completed that day for residential/commercial customers, maintenance and construction activities.
Communicate with field personnel via phone or computer to provide information and updates on schedules.
Adjust daily work activities scheduled for field employees based on priority work such as emergencies related to leak calls.
Monitor the input of completed work orders into SAP by field employees for accuracy and timeliness.
Work with field employees to make corrections on completed work orders as needed.
Coordinate with operation management related to employee schedule changes and efficiently routing field personnel, ensuring overtime is distributed evenly and kept to a minimum.
Assist management in developing workforce resource plans and effectively managing these resources.
Communicate with the field services team on all daily work not completed.
Change the status to hold in SAP once the customer has been contacted by the field service team or the call center.
Generate reports related to the efficiency of work being done by field technicians.
Manage Periodic Meter Changes (PMC) / sampling program (ISP) notifications requiring customer contact.
Coordinate compliance related off-cycle work with field technicians to complete (change out of old meters not in compliance to new meters).