Associate Dispatcher I

Aquent is partnering with a leading energy company dedicated to powering communities and driving innovation in essential services. This organization is at the forefront of delivering critical utilities, ensuring reliability and driving progress. We are seeking a proactive and detail-oriented individual to join their operational team, where you will play a crucial role in ensuring the seamless flow of field activities and maintaining exceptional service delivery. This dynamic position offers the opportunity to directly impact daily operations, connect field personnel with critical information, and contribute significantly to the efficient management of essential services, ensuring reliable support for customers and field teams.

About the Role

Step into a pivotal role where your organizational prowess and communication skills will directly fuel the efficiency of field operations and the satisfaction of countless customers. As a key member of the operational team, you will be at the heart of coordinating essential services, ensuring that field personnel are optimally scheduled and equipped to deliver reliable support. Your ability to manage work orders, resolve conflicts, and act as a critical liaison will directly contribute to the seamless functioning of vital community infrastructure and the overall success of our mission to deliver essential services.

What You'll Do

• Monitor, dispatch, and balance work orders efficiently for field personnel, optimizing their daily schedules to maximize productivity and service delivery.
• Serve as a primary point of contact, responding to information requests and facilitating clear, timely communication between customer service representatives and field teams.
• Answer incoming calls and perform proactive call-ahead requests for field technicians to enhance route efficiency and elevate customer satisfaction.
• Receive and dispatch non-emergency work orders, while also providing crucial and timely support during emergency responses to ensure swift resolution.
• Utilize mobile data and dispatching solutions to effectively manage and deploy orders, leveraging technology for operational excellence.
• Oversee, route, and meticulously document work orders for service technicians, proactively reviewing and managing backlogged tasks to maintain continuous operational flow.
• Coordinate daily operational requirements seamlessly between internal departments and external stakeholders, fostering a collaborative and efficient environment.
• Resolve scheduling conflicts between various parties to achieve optimal results and service levels, ensuring smooth operations.
• Act as a vital liaison between the company, customers, and external agencies during emergency situations, ensuring coordinated and effective responses.

What You'll Bring

Must-Have Qualifications:

• High school diploma or GED.
• One year of experience with SAP or a mobile data dispatching system.
• One year of experience in or supporting essential service operations, OR at least one year of equivalent dispatching experience.
• Ability to work a schedule of Monday-Friday, 2pm-10pm CT (1400-2200), with rotating weekend shifts.

Qualities for Success:

• Business and Financial Acumen: Understand how actions and decisions impact the company's bottom line, use resources efficiently, and proactively seek ways to reduce or contain costs.
• Coaching and Development: Seek opportunities for continuous improvement, provide and be open to feedback, and inspire growth in others.
• Collaboration: Proactively share information, work openly as a team player, and understand the impact of your actions on others.
• Connecting, Listening, and Sharing: Maintain open, active, two-way communication; share thoughts respectfully, listen actively, and seek diverse perspectives.
• Customer Focus Through Service: Deliver strategies that build customer loyalty, accept responsibility for service quality, commit to continuous improvement, and readily adapt to changing customer demands.
• Enterprise Mindset: Understand the impact of decisions on the company as a whole, prioritize organizational success, and focus on efforts that add significant value.
• Results Orientation: Drive for results consistent with organizational vision, challenge assumptions, assess performance against criteria, hold self and others accountable, and learn from successes and failures.
• Steadiness: Demonstrate strength, poise, and an appropriate presence; make confident decisions, handle conflict effectively, remain focused during uncertainty, and preserve relationships.