Full Time System Operator/Dispatch

About Us:
The Cooperative Services Center (CSC) supports all call center and dispatch functions for Wake Electric Membership Corporation. Wake Electric is an electric distribution cooperative owned and controlled by thousands of people just like you—the consumer-members. Wake EMC provides reliable, safe, and affordable energy and related services. We operate as a cooperative business and continually improve our services to meet the needs of our members and enhance their quality of life.
Summary:

To provide accurate, efficient and courteous service in the handling of member requests, inquiries to operate the SCADA system, perform radio dispatching, and to provide timely and accurate maintenance to the service order system. To provide training and guidance to Part-time System Operators., as well as be on call for major weather events.
This position reports to the Supervisor of System Operators.
Principal Duties:

• Accurately operate SCADA to provide remote control to key assets for field workers and maximum safety and system operation during outages, switching and normal maintenance activities. Be able to accurately analyze the SCADA outputs and advise of any problem situations.
• Communicate effectively with Call Center Supervisor in regards to any adjustments to scheduled service work that impacts member expectations. Proficient in the creation, completion and closing of Service Orders in iVUE Classic and iVUE Connect to align with company-wide service work requests. Schedules service order with the Senior Serviceman or Serviceman in a timely manner.
• Performs radio dispatching to transmit and receive operational and/or maintenance data and information. To assist the maintenance personnel in the efficient restoration of service during outages. The dispatcher also transmits vital information in assisting maintenance crews in locating defective equipment during major outages and after hours. Facilitate after-hours payment reconnect procedure, while ensuring appropriate communications are facilitated to on-call field technicians, our third-party answering service and any internal personnel as needed to successfully address the member needs and assists maintenance personnel in necessary switching information. The dispatcher analyzes outage calls and advises maintenance personnel of possible protective devices that indicate to have locked open, clearing the faulted segment of line. Manage outage settings as they relate to member outage notifications to ensure outages are predicted, verified, and restored appropriately in the system. Also, ensure ETR times are properly entered into the system, and then adjusted based on feedback from operations.
• Receives telephone calls in a professional and courteous manner and initiates the appropriate action for a prompt response. Contacts members that have called in and left messages for a call back. When conversing with members the dispatcher should demonstrate proper written, verbal, and effective listening skills.
• Analyzes all factors and alternatives prior to reaching conclusions and makes them in a timely manner for effective results. The dispatcher must demonstrate excellent stress and pressure skills if confronted with temporary setbacks.
• Demonstrates effective employee relation skills when interacting with other personnel. Maintains a professional and courteous manner, supporting participation, team building and an open, informative and cohesive work environment.
• Accurately and thoroughly performs all job duties, completing them with a minimum or no errors.
• Demonstrates current technical job knowledge and skills for effective performance of position duties.
• Demonstrates initiative to acquire additional knowledge for effective job performance.
• Maintains current knowledge of the cooperative’s safety regulations and the evaluation of personal compliance. Performs all duties in accordance with an established safe working environment. Ensures that the team is aware of all safety requirements, policies and procedures.
• Demonstrates effective communications skills using written and verbal skills. Demonstrates effective listening skills prior to taking action. Effectively learns and accepts the cooperative’s programs, practices, concepts, policies and procedures.
• Reports to work at the designated time and has regular acceptable attendance. Provides availability for extra work and volunteers for overtime when needed.
• Provides training assistance for new part-Time System operators.
• Shares on-call responsibilities with the System Operator Supervisor.
• Other duties as assigned.

• Successful candidate will be required to pass a background check and drug test.

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