Associate Dispatcher II [AQ-12820]

About the role

Join a leading organization in the energy sector celebrated for its commitment to powering communities and delivering essential services. This role is pivotal in ensuring the seamless delivery of vital services, directly contributing to operational efficiency and customer satisfaction. You will act as the central coordination point for critical field operations, making a tangible impact on daily service delivery and emergency response.

Responsibilities

• Strategically monitor and dispatch work orders to field personnel, optimizing routes and balancing workloads for maximum efficiency.
• Serve as a critical communication link, providing timely information and facilitating seamless interactions between customer service teams and field technicians.
• Manage incoming calls and proactively conduct call-ahead requests, ensuring smooth customer interactions before field technician arrivals.
• Efficiently receive and dispatch both routine and emergency work orders, playing a key role in maintaining daily operations and critical response efforts.
• Utilize advanced dispatching systems to assign and track work orders, ensuring precise coordination of field activities.
• Continuously monitor, route, and meticulously document work orders, proactively addressing backlogs to maintain service standards.
• Coordinate complex daily operational requirements, fostering collaboration between internal departments and external partners.
• Act as a problem-solver, resolving scheduling conflicts between customer service, customers, and supervisory teams to achieve optimal outcomes.
• Serve as a crucial liaison during emergency situations, connecting the company, customers, and governmental agencies to facilitate rapid and effective responses.

Requirements

• High school diploma or GED.
• 3 years experience with dispatching systems or similar operational software.
• 3 years experience in or supporting field service operations, or equivalent dispatching experience.

Skills

• A keen understanding of operational efficiency and cost-effectiveness, contributing to the company’s bottom line.
• A collaborative spirit, open to feedback and committed to continuous improvement.
• Exceptional collaboration skills, working seamlessly with diverse teams to achieve shared objectives.
• Strong communication skills, with an ability to actively listen, share ideas, and seek diverse perspectives.
• A strong customer-centric approach, dedicated to exceeding expectations for both internal and external stakeholders.
• An enterprise-wide perspective, making decisions that benefit the organization as a whole.
• A results-driven mindset, challenging the status quo and striving for outstanding business outcomes.
• Demonstrated poise and confidence, effectively handling challenging situations and maintaining positive relationships.

Schedule

This role involves a dynamic and variable shift schedule, including rotating weekend shifts, to ensure continuous operational coverage. Available shifts include:

• Morning Shift: 5:00 AM – 4:00 PM (6:00 AM – 4:00 PM on weekends) | Sunday through Wednesday
• Evening Shift: 12:00 PM – 10:00 PM | Wednesday through Saturday OR Sunday through Wednesday
• Day Shift: 10:00 AM – 6:00 PM | Monday through Friday with rotating weekends

Benefits

Eligible talent get access to:

• Subsidized health, vision, and dental plans.
• Paid sick leave.
• Retirement plans with a match.
• Free online training through Aquent Gymnasium.