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Work Order Resource Specialist

Position Summary

The Work Order Resource Specialist plays a critical role in ensuring customer work orders are efficiently dispatched to field operations. This role is responsible for facilitating timely resolution of customer-reported issues by coordinating with field crews, monitoring progress, following up on updates, and maintaining proactive communication with customers throughout the work order lifecycle.

Schedule: Shift work that will between 7am - 7pm

Major Job Duties and Responsibilities

Review customer work orders, validate information, and follow up with customers when clarification is needed
Coordinate and schedule utility personnel to ensure that work assignments (e.g., maintenance, repairs, inspections) are carried out in a timely and efficient manner. Optimize crew deployment based on workload, skill requirements, and geographic considerations
Analyze staffing requirements and allocate resources appropriately to meet operational demands. Ensure that all shifts are covered, balancing workload distribution to avoid overstaffing or understaffing
Serve as the primary point of contact for utility field personnel, dispatchers, and other internal departments (e.g., operations, communications, etc). Communicate any changes in work, task priorities, or emergencies
Create and track back-office tasks in CIS and reporting tools related to back-office requests
Analyze requests from customers, coordinate with other departments to manage and resolve issues
Monitor the status of open work orders, ensure timely updates are received from field staff, and escalate delays or lack of response as needed
Enter workforce hours, labor costs, and productivity metrics. Review regular reports for management on workforce performance, scheduling efficiency, and project status
Address any workforce-related issues that may arise, such as staffing shortages, equipment malfunctions, or scheduling conflicts. Work with management to find timely solutions
Ensure effective and timely communication on the resolution of all work directly to the impacted customer
Investigate unusual workorder trends or recurring customer complaints and coordinate with other departments to resolve underlying issues
Coordinate with internal leadership to track and manage workloads based on upcoming tasks
All other duties as assigned

Personal Attributes

Accuracy - Ability to perform work accurately and thoroughly
Analytical Skills - Ability to use thinking and reasoning to solve a problem
Attention to Detail - Ability to pay attention to the minute details of a project or task from the beginning to the end of the project/task
Communication, Oral & Written- Ability to communicate effectively with others using both the spoken/written word
Decision Making - Ability to make critical decisions while following company procedures
Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards
Judgment -Ability to formulate a sound decision using the available information
Organized - Possessing the trait of being organized or following a systematic method of performing a task
Problem Solving - Ability to find a solution for or to deal proactively with work- related problems
Responsible - Ability to be held accountable or answerable for one’s conduct.
Teamwork- Ability to work as part of a team
Working Under Pressure - Ability to complete assigned tasks in stressful situations

Education/Skills

High school Diploma or equivalent. Bachelor’s degree is a plus
2-3 years’ experience in workforce management, scheduling, or exposure to the utility industry
Familiarity with safety standards and regulatory compliance in the utility industry
Highly proficient in MS Office Suite including Excel, Word, and Outlook

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