Operations Support Specialist

2 weeks ago

Cranbrook, Canada fortisBC Full time
Job Summary

We are seeking a highly skilled Operations Support Specialist to join our team at FortisBC. As an Operations Support Specialist, you will provide administrative support to our gas and electric operations, focusing on the Order Fulfillment, Operate & Maintain, Emergency, Design, and Meter-to-Cash process steps.

Key Responsibilities
  • Provide administrative support to operations teams, including initiating and preparing work orders, scheduling and dispatching field resources, and closing and completing work orders.
  • Answer non-routine inquiries and provide detailed job information to crews, customers, other utilities, and government authorities.
  • Analyze and interpret various information to support operations groups, including system faults or damage, and follow FortisBC procedures to notify and assign personnel.
  • Process work orders and notifications, enter and/or correct field completion data to maintain data integrity, and order and arrange required resources.
  • Maintain contact with field resources regarding scheduled and ongoing work, and answer inquiries regarding delivery dates, meter identification, and job status.
  • May act as primary telephone contact for inbound customer calls, capturing customer requirements and following established procedures to obtain and maintain customer data.
  • May provide direction to Operations Support Representatives.
Requirements
  • High School graduation including courses in office practices and business communications.
  • Nine (9) months directly related relevant work experience.
  • Sound organizational skills, including the ability to multi-task, prioritize, and work under pressure during emergencies, peak workload periods, and to meet tight deadlines.
  • Sound verbal communication skills, including telephone call handling skills, and the ability to respond to difficult or demanding situations with tact and diplomacy.
  • Sound written communication skills, including the ability to correct spelling, punctuation, and grammatical errors as required to prepare and compose a variety of external and internal correspondence and process inquiries.
  • Courteous, professional manner in dealing with internal and external contacts, including positive interpersonal skills and the ability to work in and contribute to a team environment.
  • Fast, accurate keyboarding skills (60 words per minute), including the ability to format various types of correspondence, reports, forms, charts, and layout electronic spreadsheets.
  • Working knowledge of computer systems operations, environment, and peripherals, and sound working knowledge of various applications software in use in the department (SAP & suite of MS Office products).
  • Sound knowledge of field or network operations (Operate & Maintain, Order Fulfillment, Emergency, Meter-to-Cash, Design) processes and procedures.
  • Sound knowledge of work and office processes and procedures.
  • Sound analytical and decision-making skills.
  • Ability to interpret data from a variety of sources.
Additional Information
  • This position has restricted holiday availability based on operational requirements, for certain months of the year, as per Article 14 of the MUP/FortisBC Collective Agreement.
  • This position may involve shift work or late coverage, depending on customer and operational requirements. Potential for variable day, afternoon, and night shifts – 7 days a week – 24 hours a day.
  • Assignment to work groups within Operations Process Support will be dependent on customer and operational requirements.

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