This position is responsible for the monitoring and safe operation of the Electric Department’s distribution and sub-transmission power systems, through a combination of operational software. Work is performed under the general supervision of the Electric Services Supervisor.  This position is safety-sensitive and will require periodic random and unannounced drug testing.

• Triages electric outages via the Outage Management System and dispatches electric personnel accordingly;
• Provides outage restoration status updates to fellow City staff and customers;
• Sufficient operation of SCADA to provide support to Electric line crews and engineers;
• Assist Dispatch Coordinator in scheduling weekly service crew work for disconnecting / connecting new service requests for customers;
• Receives and processes customer inquiries, requests and complaints;
• Advises customers by phone on billing, collection and service procedures;
• Maintains accurate outage records by inputting proper cause codes in OMS when closing an outage;
• Routinely prepares various outage reports, graphs, and reliability indicators;
• Communicates with personnel in the field by two-way radio;
• Assists supervisor(s) in miscellaneous data collection and input;
• Serves standby duty and subject to call-in during outages and emergencies;
• Must report to work as scheduled and on time.

OTHER DUTIES PERFORMED

• Maintains central filing system;
• May perform limited janitorial activities including building maintenance items;
• Covers other shifts as assigned;
• Performs related work as required;
• Serves as a member of various employee teams.

• Graduation from high school or equivalent;
• Post high school academic work in business, engineering or computer would be helpful;
• Three-to-five (3 to 5) years experience in utility call handling, dispatching, or collection and customer service operation.

• General knowledge of electric distribution system fundamentals;
• Extensive knowledge of major roads, landmarks and geographical boundaries of the Electric Department’s system territory;
• Knowledge, skill, and ability to use outage management software (OMS), automated call handling systems (IVR), and SCADA;
• Ability to maintain varied and technical records and filing systems and prepare reports;
• Knowledge of customer service, connect, disconnect and service charge procedures;
• Working knowledge of standard office management practices, procedures and equipment;
• General knowledge of billing, collecting procedures;
• Ability to understand and follow oral and written directions and to establish and follow detailed work procedures;
• Ability to establish and maintain effective working relationships with others;
• Skill to deliver exceptional customer service;
• Ability to use computer work station for office applications;
• Ability to work under stressful situations during outages;
• Ability to communicate exceptionally orally and in writing in a clear, concise manner with attention to detail and to handle multiple tasks simultaneously;

• SPECIAL REQUIREMENTS

• Ability to complete TVPPA’s System Operator certificate program within 5 years