Work Desk Representative, Entry (12-Month Term)

Job Description

24/7 Dispatcher

Work Desk Representative - Entry (2 positions)

Division: Customer Experience Centre (Call Center)

Location: Vegreville, AB

Salary: $2,696.00 - $3,176.00 Bi-Weekly

Duration: 7 month & 12 months (2 positions) Maternity Leave & Project Assignment

Position Summary:

Always there. Anywhere. That's us! We are committed to delivering inspired solutions for a better world. We care about our communities, we care about each other, and we care about showing up for those who need us. We never break a promise, and we have the courage to do the right thing, even when it's hard. We take pride in holding ourselves to the highest standard of integrity and excellence in all that we do.

Reporting to the Supervisor, Central Work Desk, this position performs daily functions required in the 24/7 operation of the Central Work Desk and is responsible to respond to and route incoming outage emergencies and dispatch work requests from a Call Centre to the appropriate service provider in ATCO Electric's distribution field operation. The position uses job type and service targets to assess the appropriate priority and timely assignment of all work requests through the Central Work Desk.

You have the ability to work effectively in a multi-tasking dispatch function in a 24/7 shift work environment (365 days a year), including the ability to operate a computer and maintain telephone conversations simultaneously.

We're looking for someone who cares about their work and strives for more each day. Someone who challenges the status quo, embraces change, and thrives in a collaborative work environment. If you are someone who approaches work with passion, curiosity, and the courage to innovate, then this role is for you.

What you get to do:

• Operates and utilizes the Work Force Management System (WFMS) and Outage Management System (OMS) to dispatch work requests, monitor progress, manage exceptions and ensure completions.
• Responds via telephone, fax, radio, and e-mail to all work requests, referrals and restoration requests from Call Centers and direct customer inquiries, as well as time tags the inbound requests and refers calls as required to the appropriate service provider.
• Determines against specific criteria (service guarantees) the urgency of the request, prioritizes, schedules and assigns the work requests to be completed.
• Monitors and closes work requests and produces work completion reports.
• Provides support to the After-Hours Assistance function at the CWD on a rotational basis including receiving customer calls, determining problem location, assigning/dispatching work requests to appropriate service staff, monitoring progress and ensuring completions.
• Provides general administrative and clerical support - filing, photocopying, faxing, sorting mail, data entry as well as assisting the WDR Qualified, and Supervisor CWD, as required.
  
  

Qualifications:

• Grade 12 diploma or equivalent.
• 0 - 2 years of related experience.
• Proficiency in computer applications: Windows XP, Microsoft Office - Word, Excel, Outlook
• Demonstrated strong interpersonal and excellent communication skills.
• Ability and commitment to deliver excellent customer service.
• Strong organizational skills, including attention to detail, timely follow-up, and effective time management.
• Self-motivation, ability to work independently and exercise good decision making skills.
• An understanding of ATCO Electric, the service area, geography and customers would be an asset.
• Familiarity with ATCO-CIS and related data entry skills would be an asset.
• Will be required to reside within 30 minutes of the Central Work Desk facility in order to provide effective "on call" coverage as part of a 24/7 rotational stand-by schedule.
  
  

What We Offer:

• A culture based on caring, integrity, agility, collaboration, safety, and striving for excellence.
• Competitive compensation
• Temporary benefits
  
  

An expectation of the Work Desk Representative, Entry position is to provide after-hours stand-by duties. As per Section 1 of the attached G-80 (ATCO Electric's Residency Requirements for Employees Required to do Stand-by Work) policy, you will be required to maintain a residence within the established service point boundary for Vegreville, AB to meet after-hours service coverage requirements. You will be provided up to 90 days to abide by this policy, where required.

We would like to thank everyone for their application; however, only those being considered for an interview will be contacted.

ATCO Electric is part of ATCO Ltd. With approximately 6,000 employees and assets of $23 billion, ATCO is a diversified global holding corporation with investments in Structures & Logistics (workforce housing, innovative modular facilities, construction, site support services, and logistics and operations management), Energy Infrastructure (electricity generation, transmission and distribution; natural gas transmission, distribution and infrastructure development; energy storage and industrial water solutions; and electricity and natural gas retail sales), Transportation (ports and transportation logistics) and Commercial Real Estate. More information can be found at www.ATCO.com . ATCO is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, veteran status, sexual orientation, gender identity or any other characteristic protected by law.

Issued: February 2, 2024

Application Deadline: February 9, 2024