Dispatcher

POSITION DESCRIPTION

DISPATCHER

I. Objectives

A. Provide prompt, efficient and courteous telephone communications for First Electric employees and membership.

B. Receive and transmit radio communications in accordance with FCC Regulations, Cooperative policies and procedures.

C. Communicate effectively with the Consumer Services group concerning daily field operations.

II. Reporting Relationships

A. Reports to Dispatch Supervisor

B. Directs none.

III. Essential Functions

A. Responds to field requests for account information, service requests, complaints, outage restoration, and following-up as necessary.

B. Maintains communications by radio between field personnel and internal operations in accordance with FCC regulations. Route clerical and operational information as required.

C. Responds to any emergency call requiring the assistance of the fire and police department or ambulance and emergency services.

D. Monitors the location of all field personnel at all times.

E. Keeps informed of all the Cooperative's services, rates, policies and procedures.

F. Monitor CRC message tickets.

G. Keep supervisor informed of work performed.

H. Monitors and maintains the Milsoft outage system, IVR, substation communications, cameras & gates, alarm monitoring, AVL, telephone directory and various daily logs.

I. Initiate operation service orders when requested by field or member.

J. Assigns outages to the field

K. Provides assistance to any department within the Cooperative, which promotes teamwork and goodwill.

L. Uses TWACS OC when necessary to connect service for member.

M. Monitors, acknowledges & notifies appropriate group for SCADA alarms.

N. Ensure safe work procedures are used at all times.

IV. Other Functions

A. Records and enters member telephone changes on member accounts.

B. Participates in departmental and Cooperative employee meetings.

C. Other duties as assigned.

V. Relationships

A. Internal

1. Dispatch Supervisor: To advise, assist and inform as required or directed on any matter pertaining to operations or communications. To seek advice, assistance or information as required.

2. Service personnel: To assist service personnel by providing the most current, accurate, and concise information available to provide the highest quality electric service to our members.

3. Member Service Representatives: To exchange accurate information to insure prompt, efficient service to the Cooperative members.

4. Marketing & Communications: To provide information to the representative when assistance is needed concerning a member related problem.

5. GIS: To provide information to correct mapping inaccuracies in Milsoft OMS Model.

B. External

Membership: To courteously answer member inquires and if unable to do so, to direct them to the appropriate personnel, to make every effort to gain their increased understanding and acceptance of the Cooperative's plans, programs and policies, available services to the members and other information as required.

VI. Wage and Salary Information

This position is an hourly rated non-exempt position under the Wage and Hour law and overtime compensation must be paid.

POSITION SPECIFICATIONS

DISPATCHER

EducationHigh School graduate or equivalent is required.

ExperienceSome experience in a public contact position preferred.

Job KnowledgeMust be capable of understanding the Cooperative's services and be able to acquire the knowledge of the Cooperative's rules and regulations as well as basic understanding of electrical flow.

Abilities and SkillsMust be capable of operating an FM radio system and communicate with a variety of people over the telephone under varying circumstances. Must have the ability to transmit information to mobile units efficiently and coherently. Demonstrates proficiency with computers, telephone and radio equipment, and outage information systems. Must be able to multi-task.

Working ConditionsPrimarily inside job subject to work on weekends, at night, on holidays and during severe storm conditions if requested by supervisor. Regular hours based on the dispatch schedule with overtime if requested by supervisor.