Dispatcher

Specific Responsibilities

• Provide excellent service to customers by contacting and dispatching personnel to address repairs, service work, and assist with emergencies.
• Support the customer service team by closing work orders in a timely manner and providing information from the field back to the call center staff.
• Create disconnection lists and work closely with field reps to ensure same day reconnection.
• Send post-contact surveys to customers who had direct contact with field representatives at the end of each workday.
• Initiate investigations for leak adjustments and act as a liaison between the field, customer service, and billing departments.
• Create work orders and handle leak adjustments.
• Create work orders and note accounts that require assistance outside of regular business hours.
• Communicate the weekly on-call schedule to relevant staff members.
• Dispatch on-call and on-duty personnel as needed to address problems.

Required Knowledge, Skills & Abilities

• Excellent oral and written communication skills.
• Ability to navigate the CIS to create and close work orders.
• Professional and courteous demeanor when interacting with others, including Customer Service, Billing, Field Service personnel, and management.
• Knowledge of office procedures related to Customer Service.
• Ability to interface with the public.

Required Education and Experience

• A high school/GED diploma.
• Ability to use a personal computer and current applications for database management and customer information systems.
• A valid Texas Driver’s License with an acceptable Motor Vehicle Record.