Work Management Specialist

BrightRidge

3d • Onsite

About The Position

Responsible for providing reliable information and excellent customer service to BrightRidge customers and employees both in person and on the telephone, while presenting a positive image. This role involves responding to and documenting incoming phone calls, assisting customers and internal departments with inquiries related to the Service Department, and providing support on a range of topics including electrical billing, payment history, inspection records, order status, outage information, and estimated completion times for service requests. The specialist will also assist BrightRidge employees via telephone or two-way radio, handle meter-related tasks, sort and dispatch service orders, contact customers regarding scheduling and order information, and review, analyze, track, and update service and work orders daily. Additionally, the role includes receiving and updating inspection records, coordinating with city/county/Kingsport electrical inspectors, calling TN-1-Call for locate requests, working with field personnel for SCADA-related tasks, assisting with and monitoring the SCADA system, creating tickets in the Outage Management System, keeping records of connects, disconnects, and outages for street and security lights, using spreadsheets for logging calls and orders, preparing and distributing reports, creating ARM orders and temporary disconnects, overseeing the Envoy system for visitors, creating water heater maintenance orders, taking tree trimming calls, creating tickets for streetlight maintenance, and scheduling wood pole pickups.

Requirements

• High School diploma or equivalent required.
• Ability to relate to all socioeconomic levels of people.
• Ability to communicate clearly and positively both orally and in writing.
• Ability to pay close attention to detail in order to correctly and efficiently operate and monitor SCADA, update items in various systems or on reports such as 911 addresses, customer name, meter number, meter reading, completion date, etc., and keep work order tracking updated and keep records of power outages, street lights, security lights, tree trimming, inspections, etc.
• Ability to use a two-way radio in accordance with FCC regulations.
• Proficiency in Word and Excel.
• Effective use of SCADA, NISC, OMS, Mobile Workforce, Tantalus AMI System and Remote Disconnect Tantalus Meters, and SmartTrack to perform job functions.
• Ability to multi-task and remain calm during stressful situations, ie. during major outages.
• Comprehensive knowledge of BrightRidge service territory.
• Knowledge of BrightRidge policy and procedure in regards to connection/disconnection/transfer of service, security light outages and installations, temp to perm service, inspections, tree trimming and power restoration.
• Constant vision and sitting.
• Frequent handling, talking, hearing, depth perception and arm/hand machine control operation is required.
• Must be able to sit at a computer while completing various office tasks throughout the day.

Nice To Haves

• One to two years of prior experience assisting BrightRidge customers and using the various computer systems used by the Control Room is preferred.

Responsibilities

• Respond to and document incoming phone calls, assist BrightRidge customers and internal departments with inquiries related to the Service Department.
• Provide support on a range of topics, including electrical billing questions, payment history, inspection records, order status, outage information, and estimated completion times for service requests.
• Assist BrightRidge employees either by telephone or two-way radio communications, including taking meters out of service, making meter changeouts, and checking for service orders connected to work orders.
• Sort, group, assign, and/or dispatch both paper and Mobile Workforce service orders to be worked, and correct any issues with the orders.
• Contact BrightRidge customers on behalf of field personnel regarding scheduling, missing work order information, correcting same-day orders, etc.
• Review, analyze, track, and update service orders and work orders daily.
• Work with customer service to ensure service orders are workflowed properly, and all the required information is included.
• Assist customer service in determining what type of order is needed.
• Receive inspections from city, county, and Kingsport electrical inspectors and update tracking.
• Communicate with inspectors to verify information and resolve missing inspections.
• Coordinate with engineering and customer service to ensure inspections, work orders, and service orders are properly aligned.
• Call TN-1-Call with locate requests.
• Work with field personnel to get "A" Switches and Hot Line Tags using SCADA.
• Assist with and monitor the SCADA system.
• Create tickets in the Outage Management System upon receiving calls of outages or other power-related problems.
• Assist the Control Room with outage calls during high-volume times.
• Keep records of all connects, disconnects, and outages for street and security lights.
• Work with business partners and BrightRidge personnel to schedule and update records.
• Use spreadsheets to log calls taken, orders worked, work to be completed, etc.
• Prepare and distribute reports to the proper departments, including monthly reports and annual reports.
• Create ARM orders and temporary disconnects, dispatch to field personnel, and report back to billing.
• Oversee the Envoy system for visitors.
• Create water heater maintenance orders and assign to AMI personnel.
• Take tree trimming calls and provide information to appropriate personnel.
• Create tickets for streetlight maintenance from outage tickets, phone calls, JotForms, and emails.
• Schedule wood pole pickups, ensure customers complete the required release forms, and collect applicable fees.
• Maintain reliable, predictable, and reasonable attendance.
• Attend training classes and continuing education in order to maintain total competency in the use of all operating systems.
• Be available for after hours work which would include working fair share of all necessary overtime.
• Perform other duties as requested or assigned.
• Maintain a valid drivers' license from state of residence.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED