Coordinator, Dispatcher

Highlights of the job

We are hiring up to four (4) Water/Drainage
**Coordinator, Dispatcher** positions (up to 1 Full Time, Permanent and up to 3 Full Time, Temporary for up to 11 months). This position will be working out of McCauley Water Works in Edmonton, AB.

The Water/Drainage Dispatcher Coordinator is accountable for providing first class customer service while receiving, processing and dispatching related water and drainage issues from internal and external stakeholder inquiries which can include emergency calls. This includes ensuring accurate dispatching, meeting customer satisfaction metrics, ensuring outlined environmental and safety procedure compliance/adherence, first call resolution of customer inquiries, supporting field crews with site and system network inquiries along with system monitoring. You will create new procedures or support current procedures with recognizing edits required to maintain team consistency. This position is scheduled for 24/7 shift work, 365 days a year and is part of a fast paced, ever-changing environment.

What you’d be responsible for
- Ensuring the delivery of optimal results against appropriate performance metrics including:

- Meeting or exceeding the Water and Drainage PBR customer satisfaction metric (PSA) and main break response metrics
- Ensuring timely response to public/employee safety and/or environmental risks (i.e. water quality response, subsidence response, AHS reporting, regulatory environment reporting, dechlorination reporting/site management, fire hydrants out of service, manhole/catch basin concerns, sewer trouble concerns)
- Schedule adherence and call answering metrics
- Dispatching field response to emergencies and scheduled work:

- Gathering accurate details from internal or external stakeholders
- Reviewing systems of record as required to gather additional information (i.e. GeoFIT, IVARA, Jamlogic, Customer Information System, Powermaps) and probe to determine appropriate response to the stakeholder request
- Determining the call request to create and assign appropriate resource type following established procedures
- Ensuring timely response to emergencies (i.e. service interruptions or crew/customer safety risks) and follow-up with required stakeholders (i.e. Police, Fire, Management, Security, Safety)
- Ensuring first level escalation management, minimizing the need to escalate customers to other levels, while understanding when to escalate to higher level following established processes
- Ensuring required health & safety processes are adhered to:

- Monitoring and report possible weather or other events which may impact crews or operations
- Monitoring working alone ensuring staff maintain safety check ins
- Approving trunkline entry and monitoring staff are working
- Managing the critical customer site process
- Monitoring SCADA
- Supporting field crews through:

- Arranging utility locates
- Ordering barricades, signs, permits and other traffic related requirements
- Contacting additional crew support for call requests as required and follow established procedures to escalated to management
- Providing system expertise to support crew inquiries on asset location, asset status, and history at site/asset
- Working with mínimal supervision and within a variety of shifts spanning 24/7 365 days a year

What’s required to be successful
- Successful completion of a two year Post-Secondary Diploma in Engineering Technology or related field
- Completion of Water or Wastewater Certificate Level 1 is an asset
- 3-5 years of customer service experience
- 3 years of related utility experience
- Demonstrated ability to work within utility and work management systems
- Water distribution or drainage collection experience is an asset
- Strong working knowledge of Microsoft Office software (Word, PowerPoint, Excel)
- Strong knowledge of EPCOR Water and EPCOR Bylaws
- Strong working knowledge of Customer Information Systems (GeoFIT, IVARA, PowerMaps, Jamlogic, SharePoint)
- Excellent verbal and written communication skills
- Strong analytical thinking and problem solving skills
- Well-developed editorial and writing skills, including nearly flawless grammar, spelling, and proofreading skills

To be successful in this role, you will demonstrate a strong attention to detail and have a high level of technical and professional expertise in performing work. You are accountable to prioritize the work received; in addition, you have a good understanding of the importance of customer responsiveness, verbal communication skills and conducting yourself in a professional manner at all times. You work cooperatively and collaborate with others to accomplish goals.

Other important facts about this job

Jurisdiction: CSU52

Class: T1

Wage: Starting at $36.10

Hours of work: hours of work may vary, as this is a casual/on call role - 12 hours / shift; on call 365 days per year
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- This position is shift work and requires flexibility to meet EPCOR’s c