The Customer & Power System Logistics (CPSL) Dispatcher receives, interprets, prioritizes and facilitates the passage of information from, to, and between internal and external customers by using a variety of information systems such as, but not limited to: outage management systems (OMS), internet based applications, telephone, radio, fax etc. The Dispatcher monitors and updates systems, validates and catalogues customer service events, assigns the appropriate field resources to the appropriate work order/event, maintains written and computerized records, provides communication updates, (internal/external) to customers and internal stakeholders. The Dispatcher provides information as applicable to Toronto Hydro customers and if applicable, can be the central point of contact for field crews to report information, obtain approvals/provide notice and to report accidents. The Dispatcher position runs on a rotating 24/7, 365 days/year shift schedule.
The incumbent is expected to behave ethically and follow the established code of business conduct, policies and internal control procedures, laws and regulations governing Toronto Hydro.
Toronto Hydro has implemented a mandatory vaccination requirement for all its employees. Proof of full vaccination will be required upon receiving a conditional offer of employment. Toronto Hydro will provide reasonable accommodation to individuals who cannot be vaccinated due to disability or any other ground protected by the Ontario Human Rights Code.
KEY RESPONSIBILITIES:
- Receives, interprets, prioritizes, and assigns service orders to the appropriate field resource
- Catalogues customer service orders, calls, messages, and provides timely response/action in a dynamic and continually changing environment
- Manages multiple resource types and information systems simultaneously
- Transmits and receives information; provides customers timely follow-up on events
- Assigns events based on crew competency and proximity to event
- Creates multiple work orders per event to ensure proper financial allocation
- Provides customer service functionality beyond normal working hours as applicable
- Updates Interactive Voice Response (IVR) and all other external communication mechanisms to reflect current-state status of events
- Receives dispatches and logs switching operation instructions
- Receives, authorizes, and records mark-ups for confined space entry
- Updates systems with information before, during, and after work completion
- Performs clerical/administrative routines associated with the position
- Provides information to customers on Toronto Hydro services
REQUIREMENTS:
- Minimum of University degree in Business or two (2) year college diploma in Electrical, Electronics, Energy Systems Engineering or a suitable combination of education/knowledge may be considered
- Related 1-2 years of experience (customer service environment preferred)
- Previous utility experience will be considered an asset
- Demonstrated experience in a variety of business computer software including ticketing programs, customer information systems, records/ asset databases, geographic information/ tracking applications
- Previous experience with dispatching mobile resources an asset
- Good oral & written communication skills
- Preference will be given to candidates with an Electrical Engineering or technical education background
- Knowledge of electrical distribution systems, including primary and secondary operating voltages in both the overhead and underground environment is an asset
- Adherence to Policy and Procedures/Safety Performance: Knowledgeable in safety regulations, rules, procedures and radio systems
- Customer Service & Trust: Customer focused, improves and attains customer service results
- Problem Solving: Demonstrated problem solving skills, takes into account all relevant information, considers the impact of the solution; able to develop new and creative solutions to work problems
- Quality of Work: Ability to organize work efficiently and effectively
- Leadership/Volume of Work: Ability to work under pressure in a fast paced environment during high volume events
- Dependability: Able to work with minimum supervision
- Collaborating: Builds positive relationships and interacts effectively with others
- Personal Skill/Learning and Growth: Flexible in adapting to changing organization, industry and market conditions
Toronto Hydro Corporation
14 Carlton Street
Toronto
Ontario Canada
www.torontohydro.com/
