We are looking for a reliable Dispatcher to provide effective and efficient scheduling and routing of emergency and non-emergency work to field technicians. Provide excellent customer service with inbound customer inquiries as well as outbound follow-up calls. Responsible for creating and maintaining a positive customer experience while running an efficient operation providing best in class service. The Dispatcher is responsible for setting up the technician's workload assignments, monitoring those assignments, and supporting the Field Technicians and the Call Centers. Must be able to respond to inquiries quickly and accurately to best utilize resources.
REPRESENTATIVE DUTIES AND RESPONSIBILITIES:
- Monitors emergency and non-emergency orders to ensure orders are routed and completed by the appointed time including emergency locates.
- Routes filler work to field service personnel by dispatching work orders via Mobile Data and/or Radio; by date and compliance deadline.
- Evaluates field service routes; provides optimized routes for various field service personnel; adjusts field service personnel allocations based on quantity and severity of workload, and availability of resources.
- Monitors field personnel efficiency throughout the day and makes recommendations to Resource Management Supervision based on findings.
- Assigns, dispatches, and tracks emergency orders to ensure compliance to standards.
- Gathers information for Pre-Notice of Incident (NOI) Reports; routes to Public Service Commission (PSC), Utility Protection Center (UPC), Community Affairs and Safety, Security & Corporate Compliance, STS).
- Assists Sr. Dispatcher during mass outages to obtain information and coordinate activities of field service personnel.
- Complete the 2pm route review to determine the need for overtime to complete remaining workload and report findings to the service center Point of Contact.
- Verifies completion of previous day's orders; investigates and takes action on incomplete orders.
- Assists field service personnel (e.g., checks account histories, meter status, premise conditions, appliance type and quantity, Meter Order Field Reading (MOFR), Shut Off for Non-Payment (SONP) orders, pending, why-noted orders).
- Assists Customer Service Representatives (CSRs) with Estimated Time of Arrivals (ETAs) and technical questions; interprets codes and clarifies field service personnel comments.
- Understand the basics fundamentals of Sentinel and the forecasting model.
EDUCATION AND EXPERIENCE:
Required:
• Required BS/BA or Equivalent work experience
• Minimum of 6 months dispatching/scheduling experience
SKILLS:
Required:
• MS Word, Excel - intermediate proficiency.
• MS Access, Outlook - basic proficiency.
• Influencing.
• Operator Qualified in accordance with Company Plan.
• Problem Solving.
Preferred:
• Spanish – fluent.
WORKING CONDITIONS/PHYSICAL REQUIREMENTS:
• Rotating shifts
• Nights
• Weekends
• Holiday work
• Overtime work
About Southern Company Gas
Southern Company Gas is a wholly owned subsidiary of Atlanta-based Southern Company (NYSE:SO), America’s premier energy company. Southern Company Gas serves approximately 4.2 million natural gas utility customers through its regulated distribution companies in four states and approximately 600,000 retail customers through its companies that market natural gas. Other nonutility businesses include investments in interstate pipelines and ownership and operation of natural gas storage facilities. For more information, visit southerncompanygas.com .
Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 12429
Job Category: Customer Service
Job Schedule: Full time
Company: Nicor Gas
Pay Range: 56,261.00 - 82,516.50 USD null: Base salary varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, and at the time of this posting, this is the reasonable salary range for this role.
