System Dispatcher

Position Summary:

Responsible for providing consistent, timely, courteous, and accurate communications to the field operations personnel. Providing the first point of contact for members inquiring about new and/or system improvements. Providing efficient secretarial and administrative support for Operations and Engineering, along with providing reliable professional support to members. Processing ongoing and completed work order projects and reviewing open work orders to ensure proper scheduling for completion. Monitoring outage management, answering member telephone calls, and ensuring outage restoration has been completed effectively and safely.

Essential Duties and Responsibilities:

1. Dispatch appropriate crews to restore power outages or investigate emergency situations, abiding by existing safety procedures. Utilizes information obtained from the outage system to assist field personnel in power restoration.


2. Responsible for monitoring and operating two-way radios and maintaining logs.


3. Create and complete service orders as required. Update the information in the Customer Information System.


4. Complete outage reports and enter completed outage data in the Outage Management System.


5. Serve in a rotation of standby duty dispatchers.


6. Receive incoming calls from members during normal business hours.


7. Receive calls from 911 centers concerning dangerous situations that are related to the utility’s facilities.


8. Address and resolve member inquiries and complaints.


9. Promptly and courteously respond to all customer inquiries and problem calls.


10. Ensure all complaints received are promptly routed to the proper department for follow-up during normal business hours.


11. Maintain an up-to-date directory of emergency telephone numbers for the system.


12. Monitor weather radio.


13. Ensure all documents required are prepared, processed, and documented utilizing NISC software as needed.


14. Provide support and assistance to Operations, Engineering, and Meter Department personnel.


15. Provide computer records maintenance by updating files as needed.


16. Create, review, and maintain processes and procedures for the Operations and Engineering departments.


17. Create and/or prepare reports as necessary.


18. Represent Central Texas Electric Cooperative as needed.


19. Make recommendations to direct supervisor regarding process improvements and problems when independent action would exceed the scope of authority.


20. In addition to these responsibilities, may be assigned by the Director of Engineering and Technical Services to perform other duties from time to time.

Education:

High school diploma required. A two-year technical degree in engineering technology or a similar field is strongly desired.

Experience:

Previous experience in a related position is required. One year of experience in a dispatch position is preferred.

Job Knowledge:

Knowledge of computer applications such as word processing, spreadsheets, and databases is preferred.

Abilities and Skills:

1. Should possess a working knowledge of dispatch techniques and practices.


2. Knowledge of two-way radio and computers.


3. Must be proficient with an iPad, cell phone, and similar devices.


4. Knowledge of the electrical utility industry is highly desirable.


5. Must become proficient in maintaining and operating the Cooperative’s Outage Management System.


6. Excellent written and verbal communication skills, including proper verbalization and grammar; excellent organizational abilities, including the ability to handle competing priorities, work on projects simultaneously, meet deadlines, concentrate amid confusion, and produce under pressure.


7. Knowledge of Microsoft Office (Word, Excel) required.


8. Ability to communicate effectively with all levels of employees and customers related to new construction and/or service changes.


9. Ability to organize tasks required in scheduling appointments between customers and department personnel.


10. Ability to read system maps to assist line personnel, contractors, and members to determine project locations.


11. Ability to ensure the accuracy of computer entry for service orders to maintain accurate files.


12. Must possess a valid Texas driver’s license with a good driving record.

Working Environment:

This is an office position which requires the employee to spend the majority of his/her working hours sedentary while monitoring radios and computers. Works in a climate-controlled office environment with minimal physical exertion. Activities include work at a radio/computer/

telephone with constant interaction with CTEC employees, members, and the general public. Communicates with new and existing members via telephone and in person, requiring excellent verbal and written communication. Position requires frequent sitting, standing, walking, stooping, reaching, and grasping. Physical dexterity and coordination are required for the operation of personal computers, tablets, telephones, and other typical office machinery. Specific vision abilities required include close, color, and distance vision. Must be able to lift 25 pounds without assistance. Must be committed to working the time necessary to complete the duties as directed. Overtime may be required at times of heavy workload, and assistance will be expected during major outages.