Dispatcher

Chesapeake Utilities Corporation•Port Saint Lucie, FL

3d•Hybrid

About The Position

This role is responsible for coordinating daily service work orders within the company's SAP system. The Dispatcher reviews and adjusts system-generated work orders based on personnel skills and work location before dispatching service technicians and work crews. This position involves communicating with field personnel to provide schedule updates, adjusting daily activities for priority work like emergencies, and monitoring the accuracy and timeliness of completed work orders entered into SAP. The Dispatcher also coordinates with operations management on employee schedules, workforce resource planning, and ensuring overtime is distributed evenly and minimized. Additionally, this role manages notifications for Periodic Meter Changes (PMC) and the sampling program (ISP), coordinating with field technicians for compliance-related off-cycle work such as meter replacements.

Requirements

High School Diploma or Equivalent
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 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.
Communicate with the field services team on all daily work not completed.
Change the status of uncompleted work to 'hold' in SAP.
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 with field technicians to complete compliance-related off-cycle work (change out of old meters not in compliance to new meters).