Complaint Dispatcher B - NERC

Bethesda, MD posted on December 17

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Position Description

Responsible for the daily dispatch operations of field crews on customer work orders utilizing the Outage Management System. Responsible for handling after hours customer inquiries on Pepco's emergency call lines and entering the customer orders into the Outage Restoration System.

Position Requirements

High school diploma, GED or equivalent combination of formal education, training and/or experience.
Experience demonstrating skill handling multiple tasks simultaneously at various stages of completion under stressful conditions.
Experience demonstrating skill coordinating with others, prioritizing and/or scheduling activities or work assignments.
Experience demonstrating skill conducting research, gathering and analyzing data from different sources and making decisions.
Effective oral and written communication skills.
Ability and willingness to travel to various company locations.
Ability and willingness to work a shift schedule and extra and/or irregular hours as required, including holidays.
Ability and willingness to respond to mandatory overtime callout.
Ability and willingness to comply with Company safety rules.
Ability and willingness to perform a Second Role in accordance with Pepco Holdings Emergency Preparedness Guidelines for all employees
Ability and willingness to work as part of a team in a physically close workspace.
Must successfully complete on the job and/or formalized training as required.
Must possess a valid Driver's License.
Must successfully complete Qualification Test(s)
Must successfully pass a Criminal History Background Check which consists of a 7-year criminal records check for felony convictions.
Must successfully pass a Medical Screening to include a drug test.

This position is a NERC Regulated position. As such, a background check will be conducted on incumbent every seven years. Additionally, the incumbent will be required to complete annual NERC compliance training.

Familiarity with geographical layout and characteristics of the electric transmission and distribution lines in assigned service territory.
Basic knowledge of distribution system equipment (for example, transformers, regulators, lightning arrestors).
Experience demonstrating skill performing dispatch work to include any of the following:
--dispatching orders using radio or electronic media;
--planning and directing the sequence in which jobs are to be scheduled and executed;
--monitoring and directing activity of field personnel;
--maintaining records;
--reading maps, plats and/or diagrams; and/or,
--handling requests for mark outs and dig-ins and dispatching personnel.
Experience demonstrating skill communicating with customers.
Experience demonstrating skill using the Internet, PC-based word processing, spreadsheet and/or e-mail software.