Job Description

Our purpose is sustaining energy and water for life, and it is demonstrated in everything we do as a business, and as an employee team.

At Liberty, we hire passionate people who care about doing the right thing for our customers. We are entrepreneurial, creative, and outcome-focused. Here, your natural talent and achievements will flourish in an inclusive environment of teamwork, trust and continuous learning. We are always pursuing excellence to exceed our ambitions goals, rewarding both the goal outcome and how we achieve it. 

Purpose

Responsible for coordination of communications and information operating a variety of communication equipment including two-way radios, cell phones, and personal computers in order to receive, prioritize, schedule and dispatch emergency and non-emergency calls. This position also coordinates internal and external agencies, vendors, and equipment for field crews.

Accountabilities

System Operations & Operational Excellence:

• Dispatcher on shift supporting all system operations activities including the monitoring of system conditions, alarms, utilizing sophisticated control center technologies including ADMS and CLICK to safely and reliability respond to all
  system disturbances and events on the distribution systems.
• Manage normal system events and where these become more complex will work with the Senior Dispatcher to determine the appropriate actions necessary to safely and reliably restore the utility system, including field crews and the equipment (i.e., electrical equipment, water system).
• Acts as a customer service representative during off-hours and utilizes the SAP system to create work order and/or submit notifications of outages and emergencies from customers. If applicable, ensure that all emergency orders and short cycle work is scheduled to technicians in Click.
• Escalates mapping changes to the senior & lead dispatcher and assists in maintaining department tools such as but not limited to identifying network model updates.

Incidents & Restoration:

• Manages trouble incidents during 'normal' operating conditions utilizing the necessary system (i.e., Click system or the outage management system) and collaborates with the Control Room team, Construction, and Operations to establish priorities and dispatch resources as appropriate.
• Assist in documenting incident resolution information in the OMS
• Complete Dispatch logs and reports and ensure updates for off hour repairs and outage restoration
• Works with the senior dispatcher to create and submit templates for internal notification of major incidents
  Utilizes the IVR system to inform customers of an existing outage and updates the system once a major outage has been restored

Other:

• Perform crew callouts for emergent work during off-hours
• Perform other duties as assigned

Education and Experience

• HS Diploma with a minimum of 2 years’ experience in dispatching / call center environment and/or demonstrated experience with managing multi-task assignments in a customer service environment required.
• Knowledge of Geographic Information Systems (GIS), SAP systems, outage management systems (OMS), call management systems, work scheduling or dispatching systems is preferred.
• Demonstrates the ability to work systematically to analyze problems and issues, identify causes, anticipate implications, and identify effective courses of action during periods of stress and emergencies.
• Able to work in a team environment and prioritize multiple tasks concurrently to meet deadlines as required.
• Excellent organizational, written and oral communication skills required to perform efficiently in this role.
• Flexible with working within shift rotation, which may include day, evening, and night hours as well as weekends, On-Call duties and Company-recognized holidays required.
• Proficient with Microsoft Office (Word, Outlook & Excel) is required.
• Valid driver’s license required.
• Pass Company pre-employment DOT Testing & Exam

Algonquin Power & Utilities Corp. is a growing renewable energy and utility company with over $15 billion of assets across North America and internationally.

For more than 30 years, Algonquin has demonstrated an unwavering commitment to delivering clean energy and water solutions. Our rapid growth has led both our regulated utility services and renewable energy business groups into different geographies and commodities, but our purpose remains unchanged – Sustaining Energy and Water for Life.

Through our operating business (Liberty), we provide regulated electricity, water, and natural gas utility services to over 1 million customer connections, primarily in North America. And, our growing portfolio of clean, renewable wind, solar, hydro and thermal power generation facilities represent over 3 GW of renewable generation capacity in operation and under construction.

With our robust, diversified, and growing presence in communities across North America and internationally, we are continually demonstrating our “Think Global, Act Local” business model.

What we offer

Company funded Pension program

401k with Company match

Full insurance benefits (health/dental/vision/life)

Collaborative environment with a genuine flexible working policy

Share purchase/match plan

Defined Contribution savings plan

Top Talent Program

Volunteer paid days off

Employee Assistance Program

Achievement fund

We are focused on building a diverse and inclusive workforce. If you are excited about this role and are not certain you meet the all the qualification requirements, we encourage you to apply to further investigate the opportunity.

We are an equal opportunity employer and value each person’s unique background, diversity, experiences, perspectives and talents. Full participation of all employees in a safe, healthy and respectful environment is key to individual and company success. We are committed to fully utilizing the abilities of all of our employees and expect each of our employees to honor this commitment in their daily responsibilities.

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