Dispatcher

Iberdrola•East Hartford, CT

36d

About The Position

Responsible for the dispatching of all field employees utilizing various forms of technology. Handles incoming/outgoing telephone calls and communicates with employees and customers with a strong customer focus. Shift work is required, including weekends and holidays.

Requirements

Must be able to read, write and speak English effectively
Must be able to make decisions and apply common sense in the dispatching of Customer Service and Distribution employees, often times during multiple emergency situations.
Must pass exam demonstrating multi-tasking skills.
Must be capable of working shifts, nights and weekends.
Must have strong interpersonal skills and be able to effectively deal with customer situations.
Must have a working knowledge of computers with a focus on Windows products.

Responsibilities

Dispatches the daily activities of Customer Service and Distribution field personnel through the use of various computers, voice and other technology.
Must make decisions based on customer demand, workload and staffing levels.
Must monitor workload and make necessary manpower and scheduling adjustments to Company computer scheduling software per Company policies and communicate the changes to the Customer Relations Center.
Answers and initiates telephone/radio/CAD communication to and from customer/field personnel/other employees regarding distribution and service issues, call before going, CBYD and emergency response notifications.
Completes the required daily leak/dispatch/poor pressure logs, conducts verbal/written correspondence with public, town, city and state agencies and officials as well as updates other contracts lists maintained within office.
Inputs schedule adjustments to the computer system as to vacations, illnesses and other staffing changes that may be required as well as assist in scheduling SCG crews with supervision.
Creates work orders on computer system for customer generated work, as well as Company required work-inactive removals/meter legal changes, other maintenance work including sorting, data entry and filing.
Prepares work orders, notifications, management reports and various records for distribution and complete orders on SAP, processes orders in Document Viewer and files them, also generates other reports as needed in normal office environment.
Calls in additional field employees for overtime as workload dictates as authorized by supervisor.
Performs all other miscellaneous duties within the Dispatch Office as assigned.