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Ops Work Coordinator/Dispatcher

Date: Aug 27, 2021

Location: Tampa, Florida, US, 33602

Company: TECO

Title: Ops Work Coordinator/Dispatcher 
Company: Peoples Gas System 
State and City: Florida - Tampa
Shift: 10 Hr. Day - M-Th

 

 

POSITION CONCEPT

Under minimal supervision, responsible for assessing, planning, scheduling and dispatching of service and emergency work for all of PGS’ operating divisions across the state of Florida.  This includes the management of schedules and resource utilization for both the service areas and for individual work crews.   Working in a fast paced and demanding environment, prioritizes work suitable to its urgency, ensures all orders are completed, and customer appointments are kept on time. Also responsible for maintaining accurate records in CRM and for supporting customer service, billing, and operations personnel with field investigations and CRM device management support.

 

ADVANCEMENT IN PROGRESSION

Advancement to a higher level is based on value added to the Company through increased duties, responsibilities, and accomplishments.  Advancement is not automatic, i.e. based solely on time in the job, but will be based on direct observation of the employee’s performance, accomplishments, qualifications, and the business and/or technical needs of the department.

 

PRIMARY DUTIES AND RESPONSIBILITIES

  • Assesses, plans, and dispatches daily Service workload for utility technicians and contractors, ensuring route accuracy and appropriate distribution of work.  Maintains communications with Customer Experience departments and Operations Management on service order issues.   Advises, guides, and aids utility technicians as needed to help facilitate completion of work assignments.  Creates, assigns, updates, and corrects service work orders in the CRM and the PragmaCAD System.
  • Evaluates future work load and ensures appropriate work force is available.  Regularly updates and maintains integrity of the PragmaCAD system as related to manpower availability, shifts, routes, time off, and work prioritization configurations settings.
  • Responsible for ensuring the accuracy and performing timely updates of work order completion data within CRM and the work management system and assisting with exception cases to correct CRM device management data.
  • Oversees meter change programs on an annual basis.  Manages related customer communications and ensures the continuity of accurate billing in CRM.  Ensures that program deadlines are met.
  • Meet work deadlines with regards to daily tracking and work shifting of technicians to meet customer appointments and high priority work.  Interfaces with customers and customer service personnel as needed regarding appointments and field issues.
  • Maintains customer Gas Service Agreements and New Construction move-ins within CRM and work management applications.
  • Attentive coverage of the gas dispatch hotline to provide support to call center and operations personnel.  Manages safe and rapid emergency order response.  This includes the dispatching and tracking of emergency leak orders daily and critical work orders for incidents such as hurricanes and outages. Liaison between public safety officials and field personnel in situations where a gas emergency response is requested or a threat to the safety and security of an employee exists.

 

QUALIFICATIONS

Education

Required:  High School diploma or equivalent (GED) required

 

Related Experience

Required:  Minimum of four years of related support work experience in an engineering construction or utility environment.

Related experience consists of the coordination of service work orders and dispatching.

 

Preferred:  Two (2) years of previous work experience in the natural gas industry.

 

This position Work Week is:  10 hour day - Monday through Thursday

 

Knowledge/Skills/Abilities (KSA)

Required:

  • Ability to work effectively in a team environment that is fast paced and highly deadline driven. 
  • Must communicate clearly and effectively both orally and in writing;
  • Must be proficient in a work order generation and customer information system;
  • Ability to read and comprehend policies, procedures and instructions;
  • Must use good judgment, prioritize work assignments, work independently, and be multi-tasked oriented.

 

Preferred:      

  • Working knowledge of rules and regulations pertaining to the natural gas industry;
  • Working knowledge of the PragmaCAD system and SAP CRM system;
  • Knowledge of PGS administrative, Customer Experience, and local PGS Operations policies and procedures, and Peoples Gas Geographic territory.

 

COMPETENCIES (Applies to Both Levels)

Builds Strong Collaborative Relationships

Cultivates Innovation and Embraces Change

Develops People and Teams

Drives Operational Excellence for Customers

Speaks Up on Safety, Health, and the Environment

Takes Ownership and Acts with Integrity

Thinks Strategically and Exercises Sound Judgment

 

 

WORKING CONDITIONS

Weekly shifts with occasional overtime in a fast-paced operations office environment; Some travel may be required on an occasional basis.

 

TECO offers a competitive Benefits package!!

Competitive Salary *401k Savings plan w/ company matching * Pension plan * Paid time off* Paid Holiday time * Medical, Prescription Drug, & Dental Coverage  *Tuition Assistance Program * Employee Assistance Program * Wellness Programs * On-site Fitness Centers * Bonus Plan and more!

 

STORM DUTY REQUIREMENTS....Please make sure to read below!!!  Responding to storms will be considered a condition of employment.

TECO Energy and its companies serve a role in providing critical services to our community during an emergency. Team members are required to participate in the response/recovery activities related to emergencies/disasters to maintain service to our TECO Energy customers. Team members are required to work in their normal job duties or other assigned activities. Proper compensation will be made in accordance with the company's rules and procedures.

 

TECO Energy is proud to be an Equal Opportunity Employer.

TECO Energy is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability status, veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by law, except where physical or mental abilities are a bona fide occupational requirement and the individual is unable to perform the essential functions of the position with reasonable accommodations.

In order to provide equal employment and advancement opportunities for all individuals, employment decisions at TECO Energy will be based on skills, knowledge, qualifications and abilities.

Pay Transparency Non-Discrimination Statement
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)

ADA policy
It is the policy of TECO Energy to provide reasonable accommodation for all qualified disabled individuals who are employees and applicants for employment, unless it would cause undue hardship. The corporation will adhere to applicable federal and state laws, regulations and guidelines, including, but not limited to the Americans with Disabilities Act (ADA) of 1990 and section 503 and 504 of the Rehabilitation Act of 1970s.

 

Application accommodations
Applicants may request reasonable accommodation in the application process five business days prior to the time accommodation is needed.

 

Pre-employment physical exams may be required for positions with bona fide job-related physical requirements regardless of disability. 

 

 


Nearest Major Market: Tampa

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