To provide effective and efficient scheduling and routing of emergency and non-emergency work to field resources. 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 Scheduler is responsible for setting up daily workload assignments, monitoring those assignments, and supporting the field resources and the Call Centers. Must be able to respond to inquiries quickly and accurately to best utilize resources.
This position may be filled as Scheduler I or Senior Scheduler (GSE05). Individuals who demonstrate advanced skills in terms of work experience, education, and certifications may be eligible for the more advanced position.
This position follows a hybrid work schedule. Employees are required to be in the office four (4) days per week, one (1) remote.
SENIOR SCHEDULER
Representative Duties and Responsibilities:
- Responsible to train other members of the RM team in their job responsibilities.
- Monitors and documents progress of trainees to include completing training reports, evaluations, providing input on training needs and assisting with the development of training documents.
- Responsible to utilize their departmental expertise to evaluate and improve processes to improve effectiveness and improve efficiencies.
- Conduct regular production meetings with area supported.
- Responsible for providing updated workload and resource information along with plan recommendations for future work plans at the monthly collaborative field and RM Planning Meeting.
- Responsible for providing a comprehensive review and report status of pending work programs to the affected parties on a regular basis.
- Responsible for review of work plans.
- Responsible to effectively perform the duties of the Scheduler role when necessary.
- Acts as a team leader and Subject Matter Expert (SME) for the entire scheduling team.
- Assists with difficult and complex situations; and serves as the technical expert for scheduling issues.
- Assists field supervisor by reviewing daily staffing and scheduling field service personnel for overtime.
- Assists during mass outages to obtain information and coordinate activities of field service personnel.
Education and Experience:
Required:
- BS/BA or 4 years equivalent work experience
- 1+ years dispatching/scheduling experience with a Field Operations focus
Skills:
Required:
- MS Word, Excel - intermediate proficiency
- MS Access, Outlook - basic proficiency
- Influencing
- Problem Solving
- Decision Making
- Multitasking
- Self-starter
- Organization
- Collaborative
- Ethical
- Task-Orientated
Preferred:
- DOT Qualification
- Spanish - fluent
Working Conditions/Physical Requirements:
Required:
- Rotating shifts, Night, weekend, and holiday work
- Overtime work
- Must sit for long periods of time
SCHEDULER I
Representative Duties and Responsibilities:
- Has knowledge of regulatory requirements to effectively manage workload and resources appropriately
- Ability to effectively manage the execution of Compliance work
- Effectively assigns the appropriate resources to meet workload demands
- Ability to create accurate daily route sheets/resource maps
- Has working knowledge of resource and workload management tools (i.e. SS9/Sentinel, etc.)
- Monitors and manages job preparation activities prior to scheduling work as needed
- (i.e. Correct order created, job check completed, locates valid, proper permitting obtained, work area protection obtained, customer notifications made, special equipment obtained, multiple business unit coordination, etc.)
- Hold regular planning sessions with responsible supported area to develop collaborative work plans
- Monitor field resource activity and make appropriate adjustments to subsequent work plans to meet company objectives
- Effectively manage resources and workload during uncontrollable events
- Monitor field resource efficiency and work with leadership to address any needs identified
- Ensure all work assignments are made in a timely manner
- Monitor and communicate appropriately on work deemed “high priority”
- Notify RM leadership in a timely manner of any unusual events
- Collaborate with field area supported to ensure alignment of all parties in an effort to maximize results
- Monitor appointment work to meet customer expectations and to enhance the customer’s experience
- Route supplemental work when appropriate to provide an opportunity to increase productivity
- Effectively manage resources with a global perspective to provide an opportunity to complete essential work in a timely manner
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
- Decision Making
- Problem Solving
- Multitasking
- Self-starter
- Organization
- Collaborative
- Ethical
- Task-Orientated
Preferred:
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: 12590
Job Category: Customer Service
Job Schedule: Full time
Company: AGL Services Company
