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About the Role

The Customer & Power System Logistics (CPSL) Dispatcher receives, interprets, prioritizes, and facilitates the passage of information between internal and external customers using various information systems. This role monitors and updates systems, validates customer service events, assigns field resources, maintains records, and provides communication updates. The Dispatcher also serves as a central point of contact for field crews and provides information to Toronto Hydro customers. This position operates on a rotating 24/7, 365 days/year shift schedule.

Responsibilities

Receives, interprets, prioritizes, and assigns service orders to the appropriate field resource
Catalogues customer service orders, calls, messages, and provides timely response/action in a dynamic and continually changing environment
Manages multiple resource types and information systems simultaneously
Transmits and receives information; provides customers timely follow-up on events
Assigns events based on crew competency and proximity to event
Creates multiple work orders per event to ensure proper financial allocation
Provides customer service functionality beyond normal working hours as applicable
Updates Interactive Voice Response (IVR) and all other external communication mechanisms to reflect current-state status of events
Receives dispatches and logs switching operation instructions
Receives, authorizes, and records mark-ups for confined space entry
Updates systems with information before, during, and after work completion
Performs clerical/administrative routines associated with the position
Provides information to customers on Toronto Hydro services

Requirements

Minimum of College diploma or University degree (Electrical Engineering or Business preferred), or a suitable combination of education and experience may be considered
Related 1-2 years of experience (customer service environment preferred)
Previous utility experience will be considered an asset
Demonstrated experience in a variety of business computer software including ticketing programs, customer information systems, records/ asset databases, geographic information/ tracking applications
Previous experience with dispatching mobile resources an asset
Good oral & written communication skills
Preference will be given to candidates with an Electrical Engineering or technical education background
Knowledge of electrical distribution systems, including primary and secondary operating voltages in both the overhead and underground environment is an asset
Knowledgeable in safety regulations, rules, procedures and radio systems
Customer focused, improves and attains customer service results
Demonstrates problem solving skills, takes into account all relevant information, considers the impact of the solution; able to develop new and creative solutions to work problems
Ability to organize work efficiently and effectively
Ability to work under pressure in a fast-paced environment during high volume events
Able to work with minimum supervision
Builds positive relationships and interacts effectively with others
Flexible in adapting to changing organization, industry and market conditions

Skills

OMS
Internet based applications
Telephone
Radio
Fax
Ticketing programs
Customer information systems
Records/ asset databases
Geographic information/ tracking applications
Dispatching mobile resources
Electrical distribution systems
Safety regulations
Safety rules
Safety procedures
Radio systems

Location

Toronto

Work Type

24/7 rotating shift schedule

Experience Level

1-2 years of experience

Education Level

College diploma or University degree

Salary/Compensations

$41.9 - $52.68 Hourly

Benefits

100% employer paid Health & Dental benefits
24/7 access to Employee & Family Assistance Program and Virtual Healthcare
Company-paid life insurance and long term disability
Spending account to support fitness goals
Competitive paid time off (including vacation and parental leave)
Defined Benefits Pension Plan through OMERS
Career development and tuition reimbursement
Employee engagement and appreciation events

About the Company

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process.
Toronto Hydro is committed to fostering an inclusive and accessible recruitment process.

Equal Opportunity

We welcome applications from all qualified candidates.
Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process.