Highlights of the job
EPCORs Water team has an opportunity for one permanent full-time Coordinator, Dispatcher to join the team working out of the Aurum location in Edmonton, AB.
The Dispatcher Coordinator is accountable for providing first class customer service while receiving, processing and dispatching related water and wastewater collection issues from internal and external stakeholder inquiries, which can include emergency calls. This includes ensuring accurate dispatching, meeting customer satisfaction metrics, ensuring outlined environmental and safety procedure compliance/adherence, first call resolution of customer inquiries, supporting field crews with site and system network inquiries along with system monitoring. You will be creating new procedures or supporting current procedures with recognizing edits required to maintain team consistency. This position is scheduled for 24/7 shift work, 365 days a year and is part of a fast paced, ever-changing environment.
What you’d be responsible for
Reporting to the Dispatch Manager, the Dispatch Coordinator key accountabilities are, but not limited to:
Ensuring the delivery of optimal results against appropriate performance metrics including:Meeting or exceeding the Water Performance Based Rates (PBR) customer satisfaction metric (PSA) and main break response metrics.Ensuring timely response to public/employee safety and/or environmental risks (i.e. water quality response, subsidence response, AHS reporting, regulatory environment reporting, de-chlorination reporting/site management, fire hydrants out of service, manhole/catch basin concerns, sewer trouble concerns).Schedule adherence and call answering metrics.Dispatching field response to emergencies and scheduled work:Gathering accurate details from internal or external stakeholders. Reviewing systems of record as required to gather additional information (i.e. GeoFIT, IVARA, Jamlogic, Customer Information System, PowerMaps) and probe to determine appropriate response to the stakeholder request.Determining the call request to create and assign appropriate resource type following established procedures. Ensuring timely response to emergencies (i.e. service interruptions or crew/customer safety risks) and follow-up with required stakeholders (i.e. Police, Fire, Management, Security, Safety).Ensuring first level escalation management, minimizing the need to escalate customers to other levels, while understanding when to escalate to higher level following established processes.Ensuring required health & safety processes are adhered to:Monitoring and report possible weather or other events which may impact crews or operations.Monitoring working alone ensuring staff maintain safety check ins.Approving trunkline entry and monitoring staff are working.Managing the critical customer site process. Monitoring SCADA.Supporting field crews through:Arranging utility locates.Ordering barricades, signs, permits and other traffic related requirements.Contacting additional crew support for call requests as required and follow established procedures to escalate to management.Providing system expertise to support crew inquiries on asset location, asset status, and history at site/asset.Working with minimal supervision and within a variety of shifts spanning 24/7 365 days a year.
What’s required to be successful
Qualifications, experience and behaviours the successful candidate will possess are:
Successful completion of a two-year Post-Secondary Diploma in Engineering Technology (or related field) from a recognized post-secondary educational institute.Experience that includes 3 or more years:In a customer service role.Of working in a related utility.Demonstrated ability to work within utility and work management systems.Strong working knowledge of Microsoft Office software (Word, PowerPoint, Excel)Strong knowledge of EPCOR Water and EPCOR Bylaws.Strong working knowledge of Customer Information Systems, GeoFIT, IVARA, PowerMaps, Jamlogic, SharePoint.Excellent verbal and written communication skills.Strong analytical thinking and problem-solving skills.Well-developed editorial and writing skills, including nearly flawless grammar, spelling and proofreading skills.Proven record of positive safety habits, ensuring safe work procedures and work practices are followed along with a proven track record of performance and attendance to support a 24/7 emergency dispatch team.Display of your patience and ability to work well under pressure created by multiple work demand and time constraints.History of maintaining stable performance and emotions when you have been faced with opposition, pressure hostility from others and/or stressful conditions.
Additionally these are valuable assets to have:
Completion of Water or Wastewater Certificate Level 1.Water distribution or waste water collection experience.
As the leading candidate, you have the ability to plan and organize effectively, work independently and maintain a positive work ethic. Other demonstrated competencies required for this position include taking ownership, adapting to change in a fast-paced environment while focusing on continuous improvement. You demonstrate a strong attention to detail and have a high level of technical and professional expertise in performing work.
To be fully successful in the Dispatch Coordinator role you are capable of prioritizing the work received have a sound understanding of the importance of customer responsiveness and conduct yourself in a professional manner at all times. In addition, you work cooperatively and collaborate with others to accomplish goals.
Other important facts about this job
Jurisdiction: CSU52
Class: T1
Wage: Starting at $38.03
Final Wage and Step will be determined at the time of selection and is based on a combination of factors as outlined in the CA that may be found online.Hours of work: As this is a casual/on call role you are working 12 hours / shift; on call 365 days per year and is subject to the amended hours of work (24/7) section of the CSU52 agreement.
This position is shift work and requires flexibility to meet EPCOR’s customer needs.
Internal Applicants please ensure that you are using your “@epcor.com” email address to ensure you are captured on the Seniority Report.
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Please note the following information:
A requirement of working for EPCOR is that you are at least 18 years of age, successfully attained a high school diploma (GED, or equivalent level of secondary education) and legally entitled to work in Canada. (A copy of a valid work permit may be required.)If you are considered for the position, clearance on all applicable background checks (which may include criminal, identity, educational, and/or credit) and professional reference checks is required. Some EPCOR positions require an enhanced level of background assessment, which is dictated by law. These positions require advanced criminal record checks that must also be conducted from time to time after commencement of employment.A technical/practical assessment may be administered during the selection process and this exercise will be used as a part of the selection criterion.To meet the physical demands required of some positions, candidates must be in good physical condition and willing to work in all weather conditions. Clearance on pre-placement medical and drug and alcohol testing may be required.Prior infractions for unsafe driving behaviours will be evaluated and considered for non-selection regardless of current demerits on file.