Operations Scheduler

LCEC•North Fort Myers, FL

6d•Onsite

About The Position

This position is responsible for providing administrative support to and handling all aspects of scheduling planned for the Construction and Maintenance department. This position is expected to respond both during business hours as well as after business hours when on call, as needed.

Requirements

High School Diploma or equivalent. (Required)
2+ Years clerical experience preferably in a Customer Service-related area, which included resolution of complex problems and escalations with customer accounts. (Required)
1+ to 2 Years internal/external customer contact experience (i.e., resolution of complex issues). (Required)
1+ to 2 Years experience entering and retrieving data from database. (Required)
Proficient with MS Office Suite (i.e., Word, Excel, and PowerPoint). (Required)
Ability to demonstrate basic reading, writing & comprehension skills. (Required)
Effective written & verbal communication skills. (Required)
Demonstrate experience of acting with urgency. (Required)
Ability to be on call 24/7 for up to two (2) weeks per month. (Required)
811 (Exactix) call system within 60 days of hire. (Required)
Must possess and maintain a valid Florida driver's license upon hire. (Required)

Nice To Haves

College or technical courses in a related field. (Preferred)
2+ to 5 Years technical experience (i.e., reading/interpreting maps, drawings, staking sheets, assembly unit systems, etc.). (Preferred)
1+ to 2 Years general budget and accounting background. (Preferred)
1+ to 2 Years scheduling work, labor resources, materials and/or vehicles. (Preferred)
Experience using a work management software tool. (Preferred)
Experience with quality/process improvement tools & techniques. (Preferred)
Intermediate knowledge and experience with MS Office or related software applications (i.e., Word, Excel, PowerPoint, Smartsheet, Dropbox, NJUNS, etc.).
Experience in LCEC work management tool (i.e. NISC- Service, Financials, OMS, Scheduler, Staking, Mapviewer, etc.).
Experience handling small projects.
Experience training and presenting to others.
Experience scheduling and providing work direction to others.
Experience using two-way radio and after-hours notification system.
Advanced knowledge and proficiency with MS Office or related software applications (i.e., Word, Excel, PowerPoint, Smartsheet, Dropbox, NJUNS, etc.).
Knowledge of electrical distribution facilities. (Preferred)

Responsibilities

Develop and maintain the daily, weekly, and monthly scheduling plans for new construction, customer requested services, maintenance (both customers requested and planned), trouble follow-up, company planned projects, customer projects, and PSC violations.
Maintain department calendar.
Ensures work is scheduled and executed timely.
Responsible for the performance of assigned work in accordance with LCEC standards and practices.
Achieves acceptable level of availability during normal work schedule and emergency storm restoration after hours and weekends.
Work in emergency storm situations (i.e. hurricanes) and work long hours (>12 hours per day) for many continuous days/weeks as needed.
Prepares for and provides emergency restoration support as needed.
Develop schedule plans based on the type of work and resources needed for job. Work will be scheduled according to labor resources available, labor resource criteria (crew size, type, training, etc.), vehicle availability, material availability, utility locating, re-staking, and customer service standard.
Create planned outages.
Support the life cycle of work requests with member incurred billing charges such as damage reports and pole holding.
Process damage claims to ensure work is completed correctly and timely.
Respond to all queries in a timely fashion and acts as first point of escalation – providing guidance and facilitating resolution of escalated customer/member.
Takes ownership of customer/member issues until resolved, requesting assistance as needed.
Facilitates communication between internal and external customers/members.
Collaborates with other work groups to ensure desired customer/member experience.
Demonstrates a commitment to continuous learning and development.
Follows office safety guidelines.
Supports corporate initiatives.
Prepare working documents and written correspondence. Compile various reports.
Reports job status details to operation center personnel and others as requested.
Monitors various reports to ensure process adherence to achieve customer-related goals.
Perform the tasks of the government inspection process and permits.
Request and report on joint use activity by use of the NJUNs system (or other reporting system).
Support and maintain the after-hours call out system (ARCOS and/or other reporting system) with updates and activities.
Act as on call scheduler after-hours on a rotating basis within 6 months.
Schedule, create work orders and follow ups for street light repairs, conversions and vegetation requests.
Creates appropriate work order to complete streetlight follow-up work.
Assists in reconciling work order materials, labor, and equipment to represent actual field construction.
Assists in resolving errors and prepares for close-out of construction work orders in work management system.
Builds knowledge and skills through training of construction standards, compatible units, construction prints, etc.
Maintain effective working relationships with employees and members at all levels within LCEC. Ensure smooth operations, productive communications, and effective understanding during all interpersonal contacts. Provide current and accurate information to all requesters, courteously and in a timely manner.
Experience and able to perform independently in all areas within the department. (ex, service area, contractor, street light and appointment scheduling)
Knowledge of scheduling resources to equipment with a general knowledge of job requirements as it relates to both.
Handles directional bore requests from all areas, including sketch attachments.
Trains incoming line specialist and schedulers in the after-hours call out system (ARCOS).
Assist contractors and LCEC employees in the reconciliation of invoices.
Experience with process improvement and root cause analysis.
Experience with proven efficiency of LCEC accounting rules as they relate to the work management closing process and ability to correct closing issues (As-Builts).
Experience with proven efficiency in a GIS system (ex. Mapviewer).