Restoration Centre Dispatcher 1

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**Restoration Centre Dispatcher 1**

Number of positions: 2 Job Location: Fraser Vly Office

Employment type: Temporary Region: Lower Mainland

Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Field

Annual salary: $ 56,400.00 - 61,900.00

**What you'll do**
- This is the entry level dispatch position in the Restoration Centre. Incumbents are assigned to work shifts with higher-level
- Dispatchers or Work Leaders in order to receive on-going technical guidance and advice appropriate to the incumbent’s
- knowledge and skill level. Responds to electrical system problems and complaints from the public, police, fire or municipal
- offices or other Hydro personnel regarding system problems; assesses specific situation and initiates appropriate action.
- Dispatches crews in responding to trouble, outages and reconnects on the Distribution System.- Responds to electrical system problems and complaints from the public, police, fire or municipal offices or other BC Hydro

personnel to determine probable cause by questioning source of report and assessing system problem to determine
- whether emergency/public hazard or non-emergency situation exists and the extent of the problem; assesses customer's
- ability to correct condition and advises customers of action required to correct problem; initiates and prioritizes trouble
- orders and arranges for appropriate resources to attend to problem during regular hours and outside of normal working
- hours; arranges other corrective action such as issuing maintenance orders and street light orders, and redirecting calls to
- appropriate departments; and provides general information to customer on a wide variety of customer service issues.- Reviews trouble calls taken by Customer Contact Centre staff with higher-level Dispatcher and makes corrections

accordingly. Updates Customer Contact Centre staff and Corporate Communications staff on the status of outages or
- disturbances in the Distribution System.- Dispatches a variety of reported trouble calls and service faults and other service orders to line crews via PowerOn,

ServiceLink, radio, phone or printer and monitors as required to ensure appropriate action taken; informs other BC Hydro
- departments and others of nature and cause of major outages; updates phone messaging system as required during
- outages; advises special customers of service outages; performs safety checks; and monitors emergency radio and
- performs tests quarterly.- Participates with higher-level Dispatchers in providing initial response to major service outages by performing duties such

as updating database information related to estimated repair and restoration times, updating customer feedback messaging
- systems and the internet notification page.- Maintains associated trouble call records and reports and processes on computerized systems.
- Performs duties of a minor nature related to the above duties that do not affect the rating of the job.

Skills, Knowledge and Abilities Required:
- Effective oral communication and telephone skills.
- Good interpersonal skills to deal with customers, internal employees and external organizations.
- General knowledge of customer service issues and related organization to take appropriate action/referrals.
- Knowledge of appropriate emergency contacts across the province.
- Good analytical skills.
- Knowledge of BC Hydro’s electrical distribution systems and electrical equipment.
- Ability to interpret computer-based drawings.
- Ability to utilize outage management systems and software such as PowerOn and ServiceLink.
- Knowledge of customer information and billing systems including SAP.
- Ability to operate radio dispatch system, emergency radio system and the Trouble telephone system.
- Ability to use common desktop software.
- Ability to keyboard with speed and accuracy.
- Working knowledge of the geography of the province of BC.
- Ability to drive a motor vehicle.

**What you bring**
- High school graduation with English 12.
- Completion of Math 12 and Physics 11 considered an asset.
- One (1) year of previous experience in a related Distribution or Customer Service job.
- Demonstrated working knowledge of BC Hydro’s distribution system considered an asset.
- Completion of Electrical Fundamentals or equivalent is required or must be completed within 6 months of registering for

the course.
- Must hold a valid class five (5) driver’s li