Utility Dispatch Representative - Power & Gas

Auxillium LLC•La Junta, CO

6d•Onsite

About The Position

Our client is the industry leader in Outside Plant Damage (OPD) management, backed by decades of experience in broadband and telecommunications, field investigation, dig laws (local and national), insurance, B2B collections, and litigation. Their mission is to reduce damage incidents, streamline recovery processes, collaborate with state agencies and 811 organizations, and help educate contractors to prevent future occurrences. This role involves receiving, interpreting, classifying, prioritizing, and responding to routine and emergency calls quickly and accurately, working independently and collaboratively within a team environment, and utilizing internal mapping systems and Google Maps efficiently. The representative will actively monitor and respond to emails, track field investigators’ locations for safety and operational awareness, and assign calls to utility and telecom investigators based on need and location. They will monitor status displays while managing inbound calls simultaneously, maintain accurate status updates for pending and dispatched calls, and enter and retrieve data across multiple systems, including computer-aided dispatch platforms. The role also includes handling inbound/outbound calls regarding new utility damage (power, gas, electricity, telecom), insurance inquiries, citizen reports, and investigator updates, completing precise claim entries, and communicating through phone, email, and SMS to support dispatch operations. Personnel will be routed based on territories, weather conditions, and safety considerations, and field personnel will be monitored in transit. Clear, professional, and courteous communication is expected at all times, along with following escalation procedures and notifying the Field Manager when needed. The representative must meet production goals, handle time expectations, and achieve KPIs set by Auxillium and the Client, while maintaining focus and remaining active on the computer for the full duration of assigned shifts. Other job-related duties may be required.

Requirements

High school diploma, equivalent, or currently enrolled in high school.
Proficiency with Microsoft Word, Excel, and Outlook.
Ability to use web-based database tools.
Strong communication and interpersonal skills.
Effective decision-making and problem-solving abilities.
Quick learner with the ability to adapt to new processes.
Clear, articulate speaking voice and ability to read call scripts.
Strong organizational skills with the capacity to manage a high volume of dispatch calls.
Reliable, punctual, and committed to consistent performance.
Positive team contributor with a willingness to embrace Auxillium’s supportive culture.

Responsibilities

Receive, interpret, classify, prioritize, and respond to routine and emergency calls quickly and accurately.
Work independently and collaboratively within a team environment.
Utilize internal mapping systems and Google Maps efficiently.
Actively monitor and respond to emails in a timely manner.
Track field investigators’ locations for safety and operational awareness.
Assign calls to utility and telecom investigators based on need and location.
Monitor status displays while managing inbound calls simultaneously.
Maintain accurate status updates for pending and dispatched calls.
Enter and retrieve data across multiple systems, including computer-aided dispatch platforms.
Handle inbound/outbound calls regarding new utility damage (power, gas, electricity, telecom), insurance inquiries, citizen reports, and investigator updates.
Complete precise claim entries based on details from utility field techs or first responders.
Communicate through phone, email, and SMS to support dispatch operations.
Route personnel based on territories, weather conditions, and safety considerations.
Monitor field personnel in transit.
Communicate clearly, professionally, and courteously at all times.
Follow escalation procedures and notify the Field Manager when needed.
Meet production goals, handle time expectations, and achieve KPIs set by Auxillium and the Client.
Maintain focus and remain active on the computer for the full duration of assigned shifts.
Perform other job-related duties as required.