Service Dispatcher (SH)

OUC - The Reliable One Electric & Water Distribution division, is presently seeking a Service Dispatcher to join their team.

We are looking for a highly skilled, knowledgeable, multi-tasker to ensure the Electric, Water and Service Order Team (SOT) dispatching area can respond to system disturbances, to include handling incoming trouble calls from various sources, monitoring radio traffic, and dispatching/communicating with the appropriate team members. The Service Dispatcher provides 24/7 coverage therefore schedule flexibility is essential.

In this role, you will support both internal and external customers where a high level of empathy, customer service and communication skills are required. In addition to Microsoft Office systems such as Word, Excel and Outlook you will also utilize the Outage Management System, OpenGrid, CAD and GIS systems to create, manage, investigate and resolve electric and water outage incidents.

OUC's mission is to provide exceptional value to our customers and community by delivering sustainable, reliable services and solutions. Our career pathways empower you to unleash your potential and continue to flourish in an inclusive, dynamic, and energizing environment.

The ideal candidate will have:

High School Diploma or GED

Minimum of two (2) years of experience in utility operations/electric distribution experience and/or utility customer service.

Salary Range: $29.14 - $35.53/hour (Equal to approximately $60,600.00 - $73,900.00/annually)

Location: 6003 Pershing Ave, Orlando, FL 32822 USA

Please see below a complete Job description for this position.

Job Purpose:

Ensures the electric, water, and Service Order Team (SOT) dispatching area is able to respond to system disturbances, to include handling incoming trouble calls from various sources, monitoring radio traffic, and dispatching/communicating with the appropriate personnel.

Primary Functions:

• Utilize the Outage Management System, OpenGrid, CAD, and GIS to create, manage, investigate and resolve electric and water outage incidents;
• Analyze and dispatch trouble calls to proper field personnel via mobile dispatch software or via radio as needed;
• Assist in coordinating resolution of complex electric incidents with the Distribution Control Center;
• Maintain a balance between field resources and outage incidents in order to efficiently manage outage resolutions;
• Utilize CC&B (Customer Care and Billing) in order to create, manage, investigate, and resolve field orders, and new service requests;
• Evaluate system events and determine proper level of notification and escalation to management personnel;
• Monitor OUC's radio system for activation of emergency alert feature and process depending upon urgency;
• Utilize the in-bounding and out-bounding messaging features of the IVR system in order to effectively communicate with our customers;
• Maintain accurate outage information for daily outage reports (6am, 2pm, 10pm reports);
• Reference and update call outs for trouble tech, warehouse personnel, crew, etc. on daily/weekly basis;
• Create and follow up with general orders in the work management systems for additional repairs/activity from other departments;
• Notify other utilities as needed for assistance.
• Perform other duties as assigned.

Technical Requirements:

• Working knowledge of, but not limited to, the following:
  • Software to include: OMS (Outage Management System), SCADA, CC&B, Elster, CAD
  • (Computer Assisted Dispatch), OpenGrid, GIS, Arc Reader, and IVR;
  • Use of the following equipment:
    • Computers and phones;
    • Radios.
• Familiarity with the following:
  • Electric and water distribution systems and/or customer service systems;
  • Electrical and water utility operation and radio activity;
  • Dispatch equipment and systems;
  • OMS mapping.
• Basic proficiency in Microsoft Office (Word, Excel, and Outlook)
• Abilities to include:
  • Communicating effectively with customers and field personnel;
  • Proficiency in dispatch systems software and radio;
  • Demonstrating customer service skills;

Education/ Certification/ Years of Experience Requirements:

• High School Diploma or GED;

• Minimum of two (2) years of experience in utility operations/electric distribution experience and/or utility customer service.

Working Conditions:

This job involves frequently working in an environment with excessive noise. This job will occasionally involve a stressful work environment. It is a 24-hour operational center that requires rotating shift work.

Physical Requirements:

This job consists of Constant Typing/CRT, speaking, hearing, detailed inspection, reading, editing, and writing. This job consists of very frequent sitting, standing, occasional walking, reaching over head, bending/stooping and lifting up to forty (40 lbs).

OUC-The Reliable One is an Equal Opportunity Employer who is committed through responsible management policies to recruit, hire, promote, train, transfer, compensate, and administer all other personnel actions without regard to race, color, ethnicity, national origin, age, religion, disability, marital status, sex, sexual orientation, gender identity or expression, genetic information and any other factor prohibited under applicable federal, state, and local civil rights laws, rules, and regulations.

EOE M/F/Vets/Disabled