Dispatcher I

About the role

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.

Responsibilities

• Maintains a positive customer experience by responding to inquiries quickly and accurately to best utilize resources.
• 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.
• Makes recommendations to Resource Management Supervision based on findings.
• Sets up the technician's workload assignments, monitors those assignments, and supports the Field Technicians and the Call Centers.
• Completes the 2pm route review to determine the need for overtime to complete remaining workload and reports 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).
• Aids Customer Service Representatives (CSRs) with Estimated Time of Arrivals (ETAs) and technical questions; interprets codes and clarifies field service personnel comments.
• Understands the basics fundamentals of Sentinel and the forecasting model.
• Supports emergency services by assisting during mass outages to obtain information and coordinate activities of field service personnel.

Requirements

• 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 and exceptional Communication. Operator Qualified in accordance with Company Plan. Problem Solving and excellent follow-up skills.

Qualifications

• Preferred Minimum of 6 months dispatching/scheduling experience
• Experience supporting emergency services

Skills

• Influencing and exceptional Communication
• Operator Qualified in accordance with Company Plan
• Problem Solving and excellent follow-up skills

Benefits

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: 20449 Job Category: Information Technology Job Schedule: Full time Company: Nicor Gas Pay Range: $57,668.00 - $84,579.00 USD Annually: 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.