National Dispatching Lead | Field Services

Essential Utilities, Inc.•Lower Merion Township, PA

2d•Onsite

About The Position

Aqua, an Essential Utilities company, employs people in a variety of roles within our eight-state footprint, ranging from field workers and customer service representatives who are on the front lines working with customers, to scientists and engineers who help ensure we’re delivering reliable water and wastewater services to our communities. If you’re looking for a rewarding career helping improve our environment and protect our natural resources, we encourage you to join our team! About Essential Utilities Essential Utilities, Inc. delivers safe, clean, reliable services that improve quality of life for individuals, families, and entire communities. Operating as the Aqua (water and wastewater services) and the Peoples and Delta (natural gas) brands, Essential serves approximately 5.5 million people across 10 states. We are committed to sustainable growth, operational excellence, a superior customer experience, and premier employer status - including a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint. Our company is one of the most significant publicly traded water, wastewater service and natural gas providers in the U.S. Internal Title: Field Services Team Lead Are you looking for a fantastic career at Aqua America? We have a great opportunity for a Field Service Team Lead. This position assists in workload distribution, adjusting field personnel and customer schedules. They manage and monitor field operations in the Company’s workforce management system for all of Aqua’s service territories nationwide. Additionally, the Field Service Team Lead provides operational metrics and various reports to reflect state of the business. The Field Service Team Lead actively provides input to improve business processes and results, and provides direction in line with the Company’s mission to assure standards of service to the customer is maintained in accordance with Company objectives and Public Utility Commission requirements in various states.

Requirements

The successful candidate for this position will be a high school graduate, degree preferred, with three or more years of business experience in a Customer Service or Customer Field Service capacity.
Employee must be available to work a Monday through Friday schedule, alternate shift schedules and overtime during emergency situations, if needed.
3 years of general industry knowledge and general knowledge of operations is required.
Experience in a dispatch environment is a plus.
Candidates must be familiar with use of personal computers and be proficient with Microsoft Office, specifically Excel and comfortable with using web-based data systems.
Must possess excellent verbal and written communication skills and the ability to work with personnel at all levels of the organization.
Candidates must have a demonstrated ability to pick up new concepts quickly and put them into practice.

Nice To Haves

Experience in a dispatch environment is a plus.

Responsibilities

Provides team leadership in the area of dispatching and electronic workforce management.
Develops understanding of customer services, call center and service order dispatch functions’ software and hardware operational needs.
Develops strong understanding of the company’s field management and dispatch application, work order management system, enterprise asset management, routing, automatic vehicle location, business intelligence reporting and mobile platforms.
Work closely with local Divisions, Customer Service, New Business, and Technical Services to assist with appointment scheduling, work order and service order generation, account inquiries, order status, and cancellations.
Ensures overnight auto-dispatch process was executed correctly and the manual dispatching of same-day orders is handled in a timely manner.
Maximizes field efficiency through use of system features; help improve and enforce proper system use, ensure field employees are set up in the most efficient manner.
Analyzes and prepares operational reports using field data for Field Services to investigate patterns of work order types, field employees, travel and completion times to improve efficiencies.
Assists management in refining programs while supporting daily workload distribution, adjusting as needed and handling schedules for personnel and customers.
Performs other duties as required.