Call Center Dispatcher

Job Purpose:

To provide effective and efficient dispatching services which allow for a current and accurate flow of information among all organizational units and with organizations outside the Cooperative.

Duties and Responsibilities:

• Monitor and validate accuracy of entries into Outage Management System (OMS)
• File and maintain paperwork associated with OMS entries
• Document system outages to provide detailed information as to the cause of the outage, the equipment involved and the members affected
• Receive telephone calls, member concerns, complaints, maintenance items, emergencies, outages
• Route incoming calls to the appropriate personnel or take and deliver messages to the appropriate person to provide a current and accurate flow of information
• Assist in making member contacts for planned outages to provide members adequate time to make arrangements and to maintain good public relations
• Dispatch line crews during outages in coordination with the Area Operations Manager (AOM) to direct crews to outage locations
• Accept credit card payments (via telephone) for restoration of services that have been disconnected for non-payment within the authority given by Consumer Accounting or CSR or AOM in charge of the disconnect
• Inform relief personnel of crew and system status and other pertinent information before leaving duty to familiarize relief personnel of current operating conditions and pending activities
• Maintain and communicate to other employees, the Critical Customer list to make them aware of potential problems
• Remain knowledgeable about emergency procedures and maintain current emergency phone number listings and communicate this information to other employees to provide quick efficient emergency assistance when needed
• Travel to area offices as needed
• Perform other duties as assigned
• Learn and comply with Cooperative's safety rules and procedures
• Maintain confidential information

Qualifications:

• Ability to hear pertinent conversations and radio traffic in an active environment
• Ability to proficiently receive and direct communication with the use of telephone and satellite radio
• Ability to communicate with employees and the public and work with people to solve problems
• Team player with a high degree of integrity, good personal habits, regular work attendance, courteous and friendly, able to work well with diverse groups of people, and gain and maintain respect of others, both inside and outside the Cooperative
• Ability to project a favorable image for the Cooperative
• Possess good typing/keyboarding skills accurately and proficiently
• Knowledge of Microsoft Office Suite
• Ability to learn various software packages
• Ability to handle upset members in friendly and courteous manner
• Detail-oriented, self-motivated and able to organize work efficiently
• Possess a valid Texas drivers' license
• Insurable with the Cooperative's auto insurance carrier
• Possess excellent oral and written communication skills in the English language
• Possess excellent interpersonal skills including the ability to maintain a harmonious working relationship with all Cooperative employees
• Must be or become certified in first aid and cardiopulmonary resuscitation

Working Conditions:

• Work station and communication console with multiple distractions
• Office environment
• To ensure all employees are provided with drug free and alcohol free working conditions, pre-employment, post-accident reasonable cause and random drug and alcohol tests are conducted on all employees
• *Part-time employees: work weekends, holidays and as needed on weekdays
• Subject to irregular hours
• Subject to travel

Physical Requirements:

• Required to pass a physical examination when employed
• Must have sufficient health to perform the essential functions, duties and responsibilities of the job
• Sitting for extended periods of time
• Requires lifting, pushing, pulling, or carrying of weights
• Traveling