Experience:
5+ years of experience
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Employment Type:
Full time
Posted:
5/12/2017
Job Category:
Customer Service
Dispatcher I
UGI Utilities, Inc | Reading, Pennsylvania
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Job Description

Job Summary

The Dispatcher manages routine and emergency field activity through effective real-time and future scheduling to ensure safe operations, maximum margins, superior internal and external customer service.

Knowledge & Skills

  • Supervise and direct routine service activity. Manage workload and coordinate resource sharing. Adjust, as needed to maximize margins and increase customer satisfaction.
  • Provide effective and accommodating service to both internal and external customers.
  • Effectively and actively communicate with coworkers, including local and area supervision. Relay information in a timely manner to facilitate problem solving.
  • Supervise and direct emergency field activity. Develop strategies to ensure a timely qualified response.
  • Act as a positive influence on the rest of the team by taking ownership of special projects and assignments as well as filling scheduled shifts and volunteering for additional shift coverage. Display flexibility in the best interest of the team.
  • Answer off-hours phone calls from all UGI-GD and UGI-ED customers. Also answer calls from 911/EMA centers and public utilities to facilitate emergency and incident response.
  • Strong supervisory and internal and external customer contact skills.
  • Strong organizational and creative problem solving skills.
  • Requires a high degree of quick independent judgement and leadership role in directing field activity and responding to high-priority incidents.
  • Ability to plan and adjust quickly based on changing weather, customer needs and available manpower and other dynamics while maintaining focus on public and employee safety.
  • Ability to effectively supervise and direct area personnel in remote locations under stressful conditions.
  • Strong verbal and written communication skills.
  • Knowledge of MobileUp dispatching software, UGI CICS mainframe, SIAS, PA1 Call, etc.
  • Strong PC skills including Microsoft Office Suite.
  • Understanding of UGI distribution system, local EMA/911 personnel including police and first responder response procedures, area callout procedures, Pa PUC regulations including Chapter 56 and Act 201, emergency response procedures for operations and gas control staff, DOJM work management system and a sound understanding of all municipalities in all of the UGI service territories.

 

 

Working Conditions

  • 12 week rotating shift schedule that requires 24/7 coverage, which includes holidays. Supervising and coordinating emergency personnel from a remote location can be extremely stressful and requires a high degree of quick independent judgment. Work area can have extreme levels of background noise making concentration difficult.

Education

 

  • Associate degree or equivalent with 5-10 years of experience in gas utility operations.

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