National Dispatching Lead | Field Services

About the role

Aqua, an Essential Utilities company, seeks a Field Services Team Lead to assist in workload distribution, adjust field personnel and customer schedules, and manage and monitor field operations.

Responsibilities

• Provides team leadership in the area of dispatching and electronic workforce management.
• Develops understanding of customer services, call center and service order dispatch functions' software and hardware operational needs.
• Develops strong understanding of the company’s field management and dispatch application, work order management system, enterprise asset management, routing, automatic vehicle location, business intelligence reporting and mobile platforms.
• Work closely with local Divisions, Customer Service, New Business, and Technical Services to assist with appointment scheduling, work order and service order generation, account inquiries, order status, and cancellations.
• Ensures overnight auto-dispatch process was executed correctly and the manual dispatching of same-day orders is handled in a timely manner.
• Maximizes field efficiency through use of system features; help improve and enforce proper system use, ensure field employees are set up in the most efficient manner.
• Analyzes and prepares operational reports using field data for Field Services to investigate patterns of work order types, field employees, travel and completion times to improve efficiencies.
• Aids management in refining programs while supporting daily workload distribution, adjusting as needed and handling schedules for personnel and customers.
• Performs other duties as required.

Qualifications

• High school graduate, degree preferred, with three or more years of business experience in a Customer Service or Customer Field Service capacity.
• Available to work a Monday through Friday schedule, alternate shift schedules and overtime during emergency situations, if needed.
• Three or more years of general industry knowledge and general knowledge of operations is required.
• Experience in a dispatch environment is a plus.
• Candidates must be familiar with use of personal computers and be proficient with Microsoft Office, specifically Excel.
• Must possess excellent verbal and written communication skills and the ability to work with personnel at all levels of the organization.
• Demonstrated ability to pick up new concepts quickly and put them into practice.

Benefits

Aqua, an Essential Utilities company, offers a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Pay

The salary range for this position is $XX.XX - $XXX.XX per year. Final compensation will be determined based on a variety of factors, including but not limited to education, experience, and qualifications.

Schedule

The Field Services Team Lead position requires a Monday through Friday schedule, alternate shift schedules, and availability for overtime during emergency situations, if needed.

Skills

Must possess excellent verbal and written communication skills and the ability to work with personnel at all levels of the organization. Demonstrated ability to pick up new concepts quickly and put them into practice. Familiarity with use of personal computers and proficiency with Microsoft Office, specifically Excel.

Benefits

Aqua, an Essential Utilities company, offers a competitive and comprehensive benefits package as well as a commitment to career growth opportunities. We are advocates for the communities we serve and are dedicated stewards of natural lands, protecting more than 7,600 acres of forests and other habitats throughout our footprint.

Equal Opportunity Employer

Aqua, an Essential Utilities company, is an Equal Opportunity / Affirmative Action employer. Equal employment opportunity is provided to all employees and applicants for employment without regard to the following legally protected characteristics: race, color, religion, sex, national origin, age, pregnancy (including childbirth and related medical conditions, including medical conditions related to lactation), physical or mental disability, covered-veteran status, genetic information (including testing and characteristics), sexual orientation, gender identity or expression or any other characteristic protected by applicable local, state or federal law. Aqua is committed to providing reasonable accommodation to individuals with disabilities. If you have a condition that may prevent you from applying for a job online or need to request an accommodation during the interview process, please call (1-877-271-9012).