Description
General Purpose of Work. Receives, prioritizes, and assigns emergency and nonemergency calls and service orders in a 24/7 onsite Distribution Operations Center. Performs field worker dispatching.
General Duties.
- Follows directives received from on-duty Distribution Systems Operations Supervisors (DSOSs) and management during normal and emergency situations.
- Dispatches same-day SROs, meter orders, and single-customer OMS outage reports to Meter and Connection technicians.
- Answers the Company's emergency line outside of Customer Center business hours.
- Documents schedule exceptions in ARCOS. Runs ARCOS callouts to call in field workers outside of normal working hours.
- Checks field personnel in and out of substations and gas sites.
- Answers dispatch-related questions from Customer Center representatives.
- Coordinates with 911 centers (shared with DSOSs).
- Assists in responding to gas damages, blowing gas emergencies, and underground gas leaks (shared with DSOSs).
- Communicates information from Gas Operations field personnel regarding gas system conditions.
- Documents unusual conditions encountered in the Emergency Service Log.
- Adjusts daily Meter and Connections operations to respond to severe weather, emergencies, and catastrophic events.
- Works in coordination with the DSOSs.
- Responds to employee medical emergencies and potential public safety issues reported to the Company.
- Utilizes the Customer Information System.
- Coordinates with the Company's first responders.
- Assists with maintaining documentation and procedures.
- Follows Company policies, procedures, and practices as well as all regulatory requirements and safety practices in performing duties.
- Maintains appropriate confidentiality of information in performing assigned duties.
- Provides adequate documentation and maintains accurate records.
- Performs other related duties as required.
Qualifications.
Education and Experience.
- High school diploma or equivalent.
- Education or equivalent experience in any one, or a combination, of the following areas: customer service, dispatching, or field technician work involving customer contact.
Knowledge and Skills.
- Good computer skills.
- Able to prioritize information.
- Clear, concise verbal communication skills.
- Able to work effectively in stressful situations.
- Able to work 12-hour rotating shifts including evenings, weekends, and holidays. Must also be able to work in excess of 12 hours during heavy workload and/or emergency situations.
- Able to work on an on-call basis and report to work within one hour if called.
- Must be detail-oriented.
- Must be able to multitask.
Contact
Madison Gas and Electric
Wisconsin United States
www.mge.com
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