SERVICE DISPATCHER I

POSITION PURPOSE

This position is located at our Headquarters building in Bismarck, ND and is not a remote position.

This position will assist to ensure adequate, safe, and reliable service to the Cooperative’s members. The incumbent will take incoming customer calls and dispatch service orders during business and non-business hours for Basin Electric Power Cooperative (BEPC) and its member systems located across 13 states.

ESSENTIAL DUTIES

• Answer telephone calls for BEPC and member systems primarily during non-business hours in an incoming call center environment. Accurately, courteously, and quickly handle calls on designated lines, updating records accurately and timely and communicating clearly with line crews, office personnel, and member services staff.
• Coordinate notification of emergency response to situations, which may include power outages, fires, property damage, criminal incidents, emergency medical incidents, etc.
• Provide customer service support to all customers of SRS, both Cooperative and member systems wide. This includes dispatching work crews and service personnel for member cooperatives involving the use of radio or telephone to transmit information and reports on work progress.
• Dispatch outage events to assist line personnel & monitor outage events.
• Monitor & upload information into Dispatch application.
• Analyzes internal processes as appropriate and recommends procedural changes to improve operations.
• Assist with special projects as assigned.
• Support and stay informed with guidelines, policies, and procedures of all member Cooperatives to answer member inquiries.
• Perform other duties as assigned.
  

MINIMUM QUALIFICATIONS

• Associate’s degree in a business-related field; or
• High school diploma or equivalent (GED or HSED) and 2 years of office and/or customer service experience.
• Strong customer service, verbal and written communication, and interpersonal skills.
• The incumbent must be able to work 12-hour shifts, days, nights, weekends, and holidays on a rotating basis and on an on-call basis.
• Overtime may be required.
• Experience with personal computers in a Windows environment and with Microsoft Word and Outlook.
• Must possess or be capable of obtaining a Cardiopulmonary Resuscitation (CPR) certification.
  

PHYSICAL AND ENVIRONMENTAL DEMANDS

This position requires the ability to remain in a stationary position and to move about the office building, occasional reaching below and above shoulder level, constant use of a keyboard/computer and other office productivity machinery, bending, kneeling, lifting/carrying up to 10 pounds, and pushing/pulling up to 20 pounds. It also requires finger dexterity and hand coordination. This position requires the ability to communicate and must be able to clearly exchange accurate information. The incumbent must be able to hear alarms and have good color vision to observe color weather radar and color indicators on security systems.

KEY SKILLS

• Ability to develop plans, procedures and goals, and present information to others.
• Ability to quickly make decisions, follow procedures, relay vital information, and coordinate resources.
• Ability to perform extensive work in stressful situations with very little outside contact at a control console.
• Ability to multi-task, meet deadlines and perform duties with a high degree of accuracy and attention to detail.
• Ability to handle sensitive and confidential information with discretion and professionalism.