SERVICE DISPATCHER

About the role

This position is located at our Headquarters building in Bismarck, ND and is not a remote position. The incumbent will assist to ensure adequate, safe, and reliable service to the Cooperative’s members by taking incoming customer calls and dispatching service orders during business and non-business hours for Basin Electric Power Cooperative (BEPC) and its member systems across 13 states.

Responsibilities

• Answer telephone calls for BEPC and member systems primarily during non-business hours in an incoming call center environment.
• Accurately, courteously, and quickly handle calls on designated lines, updating records accurately and timely and communicating clearly with line crews, office personnel, and member services staff.
• Coordinate notification of emergency response to situations, which may include power outages, fires, property damage, criminal incidents, emergency medical incidents, etc.
• Provide customer service support to all customers of SRS, both Cooperative and member systems, including dispatching work crews and service personnel for member cooperatives using radio or telephone.
• Dispatch outage events to assist line personnel and monitor outage events.
• Monitor and upload information into the Dispatch application.
• Analyze internal processes and recommend procedural changes to improve operations.
• Assist with special projects as assigned.
• Support and stay informed with guidelines, policies, and procedures of all member Cooperatives to answer member inquiries.
• Perform other duties as assigned.

Requirements

• Associate’s degree in a business-related field; or High school diploma or equivalent (GED or HSED) and 2 years of office and/or customer service experience.
• Strong customer service, verbal and written communication, and interpersonal skills.
• Ability to work 12-hour shifts, days, nights, weekends, and holidays on a rotating basis and on an on-call basis. Overtime may be required.
• Experience with personal computers in a Windows environment and with Microsoft Word and Outlook.
• Must possess or be capable of obtaining a Cardiopulmonary Resuscitation (CPR) certification.

Physical and Environmental Demands

• Ability to remain in a stationary position and move about the office building.
• Occasional reaching below and above shoulder level.
• Constant use of a keyboard/computer and other office productivity machinery.
• Bending, kneeling, lifting/carrying up to 10 pounds, and pushing/pulling up to 20 pounds.
• Finger dexterity and hand coordination.
• Ability to communicate and clearly exchange accurate information.
• Must be able to hear alarms and have good color vision to observe color weather radar and color indicators on security systems.

Skills

• Ability to develop plans, procedures, and goals, and present information to others.
• Ability to quickly make decisions, follow procedures, relay vital information, and coordinate resources.
• Ability to perform extensive work in stressful situations with very little outside contact at a control console.
• Ability to multi-task, meet deadlines, and perform duties with a high degree of accuracy and attention to detail.
• Ability to handle sensitive and confidential information with discretion and professionalism.