Operations Dispatcher (Part-Time)

Summary

Operations DispatcherCDE Lightband, the municipal electric and broadband power provider for the City of Clarksville, offers electric, television, internet, and phone service to customers within the city limits. CDE Lightband serves over 80,000 metered homes and businesses with electric service and over 30,000 customers with broadband services over our Fiber to the Premise Network. We are looking for an ideal candidate to join the Operations Dispatch team on a part-time basis. This position will work a rotating schedule, covering after business hours to provide 24/7 customer and electric crew support, working approximately 25-30 hours per week. These rotations will include all evenings, all weekends, and all holidays.Incumbents answer incoming phone calls providing customer support and account information, reconnect electric service or establish new electric service for customers either by remote electronic access or dispatch to appropriate personnel, initiate, document, assign various work requests to appropriate work crews and meter service personnel, complete and route documentation of work requests, and provide communications between work crews and the dispatch center. Responsibilities may include assigning jobs to work crews; communicating with customers regarding routine job requests, service restoration, and emergency reports; routing documentation to appropriate departments; and recording and organizing customer information regarding service interruption and outages.Essential Duties and ResponsibilitiesReceives and routes service calls; coordinates, prioritizes, and assigns service orders; communicates information between work crews and the dispatch center; determines emergency priorities and dispatches units as necessary.Monitor & Administer Surveillance Systems; Responding to all alarms and notices as trained while utilizing the tools provided for constant system security and reliability.Monitors SCADA system; monitors and administers outage management systemsDispatches appropriate units to specific calls utilizing a radio console; tracks calls and notifies appropriate individual(s) of situations requiring their attentionMaintains operational records and logs.Performs other duties as assigned of a similar nature or to assist as neededQualificationsEducation: High School Diploma or equivalent (GED)Experience: Two years' Experience in a clerical or customer service roleCertifications & Licenses: CPR/AED or ability to obtain upon hireOther Requirements: An equivalent combination of education and experience sufficient to successfully perform the job's essential duties is also considered.Knowledge, Skills, and AbilitiesKnowledgeable of CDE Lightband operations and emergenciesKnowledgeable of and Skilled in Customer Service practices and principlesKnowledgeable of City GeographySkilled in Prioritizing and Assigning WorkSkilled in coordinating assignments and remaining calm and professional in emergenciesSkilled in Basic Computer and related software applicationsSkilled in coordinating operational activities and preparing and processing work ordersAbility to work independently and individually, and to accept responsibility and account for his/her actionsAbility to communicate clearly and concisely, both written and through the spoken word.Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problemsAbility to pay attention to the minute details of a project or taskAbility to identify and correct conditions that affect employee safetyPhysical DemandsFingering (fine dexterity) - F - Lifting/Carrying - Other:Handling (grasping, holding) - F - Under 10 lbs - F - Use of headset - CRepetitive Motion - F - 11-20 lbs - O - Ability to identify colors independently of others - CReaching - C - 21-50 lbs - RClimb - O - 51-100 lbs - NCrawl - O - Over 100 lbs - N - Extended Periods of Sitting - CKneel - O - Pushing/PullingSquat - F - Under 10 lbs - F - Speaking clearly to be understood on the telephone & hearing a response - CSit - C - 11-20 lbs - OStand - F - 21-50 lbs - RBend - F - 51-100 lbs - N - Ability to climb ladders at extended heights - NWalk - F - Over 100 lbs - NLegend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)Working ConditionsIndoor office positionIncumbents will be required to work off-hours, sometimes with little to no warning, as needed due to emergencies, including but not limited to: weekends, holidays, and late nights.The above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the department's business needs.All employees pursuing their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.Equal Opportunity Employer. EEO Compliant. TN Drug-Free Workplace, Form i9 & E-Verify Participant.

Job Description

Operations DispatcherCDE Lightband, the municipal electric and broadband power provider for the City of Clarksville, offers electric, television, internet, and phone service to customers within the city limits. CDE Lightband serves over 80,000 metered homes and businesses with electric service and over 30,000 customers with broadband services over our Fiber to the Premise Network. We are looking for an ideal candidate to join the Operations Dispatch team on a part-time basis. This position will work a rotating schedule, covering after business hours to provide 24/7 customer and electric crew support, working approximately 25-30 hours per week. These rotations will include all evenings, all weekends, and all holidays.Incumbents answer incoming phone calls providing customer support and account information, reconnect electric service or establish new electric service for customers either by remote electronic access or dispatch to appropriate personnel, initiate, document, assign various work requests to appropriate work crews and meter service personnel, complete and route documentation of work requests, and provide communications between work crews and the dispatch center. Responsibilities may include assigning jobs to work crews; communicating with customers regarding routine job requests, service restoration, and emergency reports; routing documentation to appropriate departments; and recording and organizing customer information regarding service interruption and outages.Essential Duties and ResponsibilitiesReceives and routes service calls; coordinates, prioritizes, and assigns service orders; communicates information between work crews and the dispatch center; determines emergency priorities and dispatches units as necessary.Monitor & Administer Surveillance Systems; Responding to all alarms and notices as trained while utilizing the tools provided for constant system security and reliability.Monitors SCADA system; monitors and administers outage management systemsDispatches appropriate units to specific calls utilizing a radio console; tracks calls and notifies appropriate individual(s) of situations requiring their attentionMaintains operational records and logs.Performs other duties as assigned of a similar nature or to assist as neededQualificationsEducation: High School Diploma or equivalent (GED)Experience: Two years' Experience in a clerical or customer service roleCertifications & Licenses: CPR/AED or ability to obtain upon hireOther Requirements: An equivalent combination of education and experience sufficient to successfully perform the job's essential duties is also considered.Knowledge, Skills, and AbilitiesKnowledgeable of CDE Lightband operations and emergenciesKnowledgeable of and Skilled in Customer Service practices and principlesKnowledgeable of City GeographySkilled in Prioritizing and Assigning WorkSkilled in coordinating assignments and remaining calm and professional in emergenciesSkilled in Basic Computer and related software applicationsSkilled in coordinating operational activities and preparing and processing work ordersAbility to work independently and individually, and to accept responsibility and account for his/her actionsAbility to communicate clearly and concisely, both written and through the spoken word.Ability to apply principles of logical or scientific thinking to a wide range of intellectual and practical problemsAbility to pay attention to the minute details of a project or taskAbility to identify and correct conditions that affect employee safetyPhysical DemandsFingering (fine dexterity) - F - Lifting/Carrying - Other:Handling (grasping, holding) - F - Under 10 lbs - F - Use of headset - CRepetitive Motion - F - 11-20 lbs - O - Ability to identify colors independently of others - CReaching - C - 21-50 lbs - RClimb - O - 51-100 lbs - NCrawl - O - Over 100 lbs - N - Extended Periods of Sitting - CKneel - O - Pushing/PullingSquat - F - Under 10 lbs - F - Speaking clearly to be understood on the telephone & hearing a response - CSit - C - 11-20 lbs - OStand - F - 21-50 lbs - RBend - F - 51-100 lbs - N - Ability to climb ladders at extended heights - NWalk - F - Over 100 lbs - NLegend: N = Never; R = Rarely; O = Occasional (1% - 33%); F = Frequent (34% - 66%); C = Constant (over 66%)Working ConditionsIndoor office positionIncumbents will be required to work off-hours, sometimes with little to no warning, as needed due to emergencies, including but not limited to: weekends, holidays, and late nights.The above job description is intended to represent only the key areas of responsibility; specific position assignments will vary depending on the department's business needs.All employees pursuing their job duties should demonstrate the behaviors of the Code of Ethics and the CDE Lightband Mission & Vision.Equal Opportunity Employer. EEO Compliant. TN Drug-Free Workplace, Form i9 & E-Verify Participant.