Job Description

JOB SUMMARY/PURPOSE

Delta Utilities is seeking a Senior Dispatcher to monitor, dispatches and load balances work orders to field personnel to utilize field resources safely and efficiently. Monitors and responds to requests for information. Provides communication between customer service representatives and field personnel.

ACCOUNTABILITIES AND ESSENTIAL FUNCTIONS

• Answers the telephone and performs call-ahead request for field technicians.
• Receives and dispatches emergency calls, emergency locates and customer complaints while ensuring that company procedures are followed.
• Dispatches orders via Mobile Data.
• Coordinates daily operational requirements between local supervision and service technicians.
• Routes work to service technicians.
• Monitors orders and reroutes as needed.
• Prioritizes work orders.
• Documents work orders.
• Resolves scheduling issues between the company’s Call Center, customers, and supervision to achieve optimum results.
• Acts as liaison between the company, customers, state and local governmental agencies in an emergency. Reviews backlogged work orders.
• Monitors daily reconciliation of all priority calls.
• Prioritizes and monitors orders, reviews backlogged work orders and reroutes as needed.
• Maintains all Technicians’ schedules in WA and completes requests of Technician Resource Notifications.
• Monitors and acknowledges all Alerts.
• Assists in leading monthly team meetings.
• Monitor Cisco Supervisor Desktop to ensure Dispatchers adhere to scheduled shift times and proper “Idle” coding when unavailable (e.g., lunch, break, meeting, etc.) and provide administrative support and documentation for coaching and discussion.
• Activate/Deactivate Customer Call Records Database (CCRD) as needed.
• Assigned daily tasks and delegated responsibilities to team members.
• Monitored workflow and adjusted staff schedules accordingly.
• Provided training and guidance to new hires on dispatch procedures.
• Responds promptly to emergency calls, ensuring that the appropriate personnel are dispatched quickly and efficiently.
• Coordinate with other departments to ensure proper communication between teams.

MINIMUM REQUIREMENTS

Minimum education required of the position

Requires a high school education or the equivalent knowledge of English, basic mathematics (addition, subtraction, multiplication, division and calculation of fractions and/or percentages), grammar and punctuation.

Minimum experience required of the position

Requires a minimum of 5 years' experience as a gas distribution Dispatcher utilizing Mobile Data system. Other natural gas distribution experience to be considered in lieu of dispatching experience.

Minimum knowledge, skills and abilities preferred of the position

• Able to demonstrate proficiency with an integrated work order system such as SAP ESD, CCS, MPA, OSS, Advantex.
• Able to transfer technical knowledge to others and teach effectively.
• Able to demonstrate strong interpersonal skills and effective listening skills.
• Able to demonstrate effective oral and written communication skills by conveying accurate information to customers, co-workers and vendors.
• Able to solve problems and make sound decisions.
• Able to use personal computer software proficiently such as spreadsheets, wordprocessing and electronic mail.
• Able to prioritize and schedule tasks, pay attention to detail and demonstrate good organizational skills.
• Able to work successfully in a team environment.
• Able to learn quickly the geographic area.
• Able to demonstrate knowledge of gas distribution construction and operations.
• Able to demonstrate knowledge of basic gas properties (i.e., how it smells, how it is transported, its effects and its dangers).
• Able to adapt quickly to changing priorities and shift focus appropriately.
• Able to communicate at all levels of the organization, including communicate operational, procedural, and other front-line employee concerns to management effectively and communicate process changes and other company information to front line employees effectively.

Any certificates, licenses, etc. required for the position

• None

Physical Requirements:

• Able to exert up to 10 pounds of force occasionally, and/or a minimal amount of force frequently to lift, carry, push, pull, or otherwise move objects.
• Able to work in an office environment.
• Able to sit, stand or walk for long periods of time.
• Able to view computer terminal for extended periods of time.
• Able to demonstrate and apply the manual dexterity to operate a personal computer.

Working Conditions

The Physical Demands described here are representative of those that must be met by an employee to successfully perform the Accountabilities and Essential functions of the job. Reasonable accommodations may be made to enable an individual with disabilities to perform the essential functions.

• Perform other job-related duties as assigned, within your scope of responsibilities.
• Job duties are performed in a normal and clean office environment with normal noise levels.
• Work is predominately done while standing or sitting.
• The ability to comprehend, document, calculate, visualize and analyze are required.
• Able to work daily in all types of weather conditions.
• Able to work regular hours, with occasional overtime.
• Able to handle emergency situations, including possible exposure to gaseous atmospheres on occasion.
• Able to work rotating shifts, if required.
• Able to respond to emergency calls and/or callouts and occasionally return to work while off duty.
• Able to wear and operate personal protective equipment, such as respirator, safety glasses, hardhat, gloves, protective footwear and earplugs daily.
• Able to be included in random drug screen pool required for DOT drivers and DOT safety sensitive positions.
• May be required to remain in the service area during emergency events and assume responsibilities assigned by the company to aide in restoration efforts
• Able to work in fast-paced environment with a high-volume workload and frequent, short deadlines that may require more than a 40 hour work week to meet established deadlines, including working nights, holidays and/or weekends.
• Able to operate copy machine, fax machine, calculator, telephone and other office equipment.

About Delta Utilities

Delta Utilities is a leading natural gas utility with a focus on safe, dependable service to customers. Headquartered in New Orleans, Louisiana, the utility will serve nearly

600,000 customers and become one of the leading natural gas providers in Louisiana and Mississippi and among the top 40 providers in the United States.

In 2023, Entergy announced that it had entered into an agreement with Delta Utilities to sell its Louisiana gas distribution business. The natural gas utility currently serves more than 200,000 customers across East Baton Rouge and Orleans parishes. In February 2024, Delta Utilities entered into an agreement with CenterPoint Energy to acquire its Louisiana and Mississippi natural gas businesses, which currently serve approximately 381,000 customers. Once the transactions are complete, Entergy's Louisiana natural gas operations and CenterPoint Energy's Louisiana and Mississippi natural gas systems will be operated by Delta Utilities. Learn more:

Delta Utilities and associated entities are equal-opportunity employers. We do not discriminate against employees or applicants for employment on any legally recognized basis or any protected class under federal, state, or local law.

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