Gas Distribution Dispatcher I or II

Job Summary

Dispatcher I - Gas Distribution
This is the entry level position in the Dispatcher progression. The Dispatcher I is responsible for coordinating the assignment of work to ensure that Company and customer generated work orders, including emergency orders involving reports of gas leaks, odors of gas, damaged gas lines, fires, explosions, etc. are dispatched to appropriate field employees in a timely and accurate manner to meet Company, as well as state utility commission and federal requirements.

Additional Responsibilities Include:

Responds to and processes emergency requests and orders
Receives and relays messages between customers, field personnel and internal departments
Prepares and maintains daily work load distribution
Dispatches service orders by priority, date, and time wanted
Processes and maintains accurate reports and logs
Maintains accurate on-call personnel files
Answers emergency calls, creates emergency orders, and dispatches emergency work to field personnel
Manages notifications of escalated incidents to management and operations personnel.
Work with field supervisors for assigned area to monitor scheduled work, make work assignments, assess and schedule field employee overtime, and reassigns work as necessary to balance the workload and complete all scheduled work
Perform other duties as requested or assigned.

Dispatcher II - Gas Distribution
This is the second level position in the Dispatcher progression. Distinguished from Dispatcher I, with added responsibility of monitoring productivity of field employees, and participating in the training of new dispatchers. The incumbent is responsible for coordinating the assignment of work to ensure that Company and customer generated work orders, including emergency orders involving reports of gas leaks, odors of gas, damaged gas lines, fires, explosions, etc., are dispatched to appropriate field employees in a timely and accurate manner to meet Company, as well as state utility commission and federal requirements. The Dispatcher II utilizes available technology solutions to their fullest potential to assign work to maximize efficiencies and enhance productivity of field employees.

Additional Responsibilities Include:

Provide centralized dispatching functions supporting company service centers using computerized dispatching and customer information systems, telephone, and radio equipment
Respond to and process emergency requests and orders
Receive and relay messages among customers, field personnel and internal departments
Maintain and distribute daily workload
Dispatch service orders by priority, date and time wanted
Process and maintain accurate reports and logs
Maintain accurate on-call personnel files
Cross-train with other dispatch teams
Answers emergency calls, creates emergency orders, and dispatches emergency work to field personnel
Manages notifications of escalated incidents to management and operations personnel.
Participate in training new Dispatch employees
Works with field supervisors for assigned area to monitor scheduled work, make work assignments, assess and schedule field employee overtime, and reassigns work as necessary to balance the workload and complete all scheduled work
Initiates callout of field personnel as necessary
Monitors productivity of field employees and notifies field supervisors of issues or concerns
Perform other duties as requested or assigned.

This position requires employees to work nights, weekends, holidays, overtime, and assigned shifts at the Gastonia, NC office location. Although sitting in Gastonia, NC, the incumbent will perform dispatching functions for employees located in Ohio.  

Required Knowledge, Skills, Abilities & Experience

Dispatcher I Minimum Qualifications:

High School degree or equivalent and 0-2 years' directly-related experience.  

Directly Related Experience includes: Education, Retail/Customer Service; Public Safety Services, Field Service Operations, Transportation, and/or Logistics Planning experience.
Skills: Basic math
Abilities: Communicate effectively, orally and in writing; understand and complete written and oral instructions; handle emergencies, respond to stressful situations, multi-task; hear and respond to telephone and radio requests and inquiries; see objects at close range; contribute to a positive work environment; be courteous to co-workers and customers

Preferred Qualifications:

Bachelor’s or Associate's Degree
2+ years experience
Dispatch/Call Center experience
Two-way radio and dispatching equipment/code experience
Typing experience (25 wpm)

Dispatcher II - Minimum Qualifications:

High School degree or equivalent and 3 years' directly-related experience. 

Directly Related Experience includes: Dispatching experience (Utility/Military/Operations/Transportation/Police/Fire/EMS)
Knowledge: Two-way radio operations and techniques; radio and dispatching codes
Skills: Basic math; using dispatching equipment such as radios, telephones, and computer terminals
Abilities: Communicate effectively, orally and in writing; understand and complete written and oral instructions; handle emergencies, respond to stressful situations, multi-task; hear and respond to telephone and radio requests and inquiries; see objects at close range; contribute to a positive work environment; be courteous to co-workers and customers

Preferred Qualifications:

Bachelor’s or Associate's Degree
4+ years Dispatch experience—working knowledge of systems and applications typical of a Dispatch environment.
Certified Emergency Number Professional (ENP)
Certified Emergency Medical Dispatcher (EMD)
Emergency Medical Dispatcher Certificate Program: National Academies of Emergency Dispatch (NAED)
Working knowledge of typical systems and applications in a dispatch environment

Education Requirements

Required degree (equivalency not accepted in lieu of required degree):

High School Diploma or GED

Licenses, Certifications, or Quals Description

Working Conditions

Other Working Conditions

• The shift currently available for this position is Saturday - Wednesday 7:00am - 3:00pm EST
• Shift bids typically occur on a yearly basis and the results of these shift bids may change an individual's schedule
• During the training period, the successful candidate will be required to come in to the office 5 days per week. Shifts may vary during training period. The training period is typically around 8 weeks. Once training is complete, the successful candidate will be eligible to work the designated hybrid schedule (current hybrid schedule is 1 day in office and 4 days at home). 
• This position requires working: shifts (nights, weekends, and holidays); unscheduled on-call; overtime
• Requires long periods of sitting

Test Description

No Testing Required