Complaint Dispatcher B

Exelon

Bethesda (MD)

On-site

USD 45,000 - 60,000

Full time

14 days+

Application generator

Stand out for this role — generate a tailored resume and cover letter in about a minute.

Get past ATS filters

Benefits offered by this job

401(k) match and annual contribution

Medical, dental and vision insurance

Generous paid time off options

Life and disability insurance

Employee Assistance Program

Wellbeing programs such as tuition reimbursement

Referral bonus program

Job summary

Exelon is seeking a Complaint Dispatcher B to efficiently coordinate and dispatch field personnel while ensuring customer service requirements are met. The role involves planning job sequences, monitoring service requests, and analyzing data for optimal dispatching. Ideal candidates will have strong communication skills and experience in dispatching or equivalent work. The position offers competitive pay, annual bonuses, and extensive benefits.

Qualifications

Effective oral and written communication skills required.
Minimum of 2 years' experience preferred.
Familiarity with the geographical layout of the electric distribution system needed.

Responsibilities

Coordinate dispatch orders and field personnel activities.
Monitor and report performance related to business goals.
Handle customer communications and correspondence.

Skills

Communication

Problem Solving

Multi-tasking

Education

2 years post-secondary credits or equivalent experience

Job description

1 week ago Be among the first 25 applicants

Get AI-powered advice on this job and more exclusive features.

Primary Purpose

The Complaint Dispatcher B - NERC will efficiently coordinate and dispatch field personnel in a cost-effective manner and works with System Operators as deemed appropriate. Dispatches orders to appropriate personnel from a variety of groups or departments, using radio or electronic media. Plans and directs the sequence in which jobs are to be executed and is responsible for the flow of work and meeting customer requirements. Monitors and directs activity of field personnel, regarding routine service requests. Analyzes data from many sources to determine dispatch location and priority. Make recommendations to supervision with regard to field resource needs.

The Complaint Dispatcher B will dispatch and perform clerical duties associated with work such as routine work, emergency work, meter orders, single phase and polyphase work, and other tasks deemed to be within their skills and abilities related to electric and customer work.

Primary Duties

Receive information from a variety of sources and coordinate the appropriate response for routine and other emergency work.
Schedule and assign field resources which will best complete the work in a timely manner.
Coordinate resources and priorities with various groups and departments.
Responsible for tracking, measuring, and reporting performance to ensure that business goals and objectives are being met.
Answers, makes, and processes telephone calls from customers, contractors and employees.
Transacts written and oral business with customers and may conduct correspondence or deal with the public personally, as required.
Conducts duties in a manner that will promote good customer relations, teamwork, and efficient operation.
Makes decisions and solves problems related to the work and/or customers.
Researches and gathers technical information requested by field personnel.
Investigates and compiles information from various sources to provide clear and effective reporting notification to other parties.
Compiles, checks, and verifies business data by selection of appropriate material from various sources, such as preparation of summaries of operations or supporting tabulations for reports.
Posts or enters data requiring full comprehension of its general significance to insure proper use and distribution.
Handles Miss Utility requests and dispatches appropriate Mark Out personnel as required.
Performs other related or less skilled work as required or directed.

Minimum Qualifications

An employee must pass qualification testing prior to company awarding job.
Required to work rotating shifts and holidays (7 days a week, 24 hours a day). Required to participate in schedule and shift work. This will include working Saturday, Sunday or holidays as assigned as these days fall within the schedule or shift. In addition, employees are required to respond to overtime callout consistent with the Labor Agreement.
Required to support storm restoration efforts.
Effective oral and written communication skills. Ability to write, speak, read, comprehend and communicate clearly and accurately in the English language.
Minimum of (2) years' post-secondary credits or equivalent experience acceptable to the Company is preferred. Previous dispatching experience is preferred.
Must be familiar with the geographical layout and characteristics of the electric distribution system.
Must be and remain thoroughly familiar with the Company's safety rules applicable to this and related jobs.
Experience demonstrating skill handling multiple tasks simultaneously at the various stages of completion under stressful conditions.
Performs other related or less skilled work as required or directed.
Must comply with NERC requirements, including background checks, as this is a NERC regulated position.
Must pass pre-employment qualification test and interview.
Progression as Dispatcher requires satisfactorily completing six-month qualifying period in each step and passing training and progression testing when developed.
Ability and willingness to travel to various work locations.
Must be willing and able to work overtime on a regular basis and must be available for call out overtime, consistent with Labor Agreement.

Benefits

Benefits

Hourly rates will be paid in accordance with terms of the candidate’s skills, qualifications, experience or collective bargaining agreement: $42.89/Hr.
Annual Bonus for eligible positions: 4%
401(k) match and annual company contribution
Medical, dental and vision insurance
Life and disability insurance
Generous paid time off options, including vacation, sick time, floating and fixed holidays, maternity leave and bonding/primary caregiver leave or parental leave
Employee Assistance Program and resources for mental and emotional support
Wellbeing programs such as tuition reimbursement, adoption and surrogacy assistance and fitness reimbursement
Referral bonus program
And much more

Note: Exelon-sponsored compensation and benefit programs may vary or not apply based on length of service, job grade, job classification or represented status. Eligibility will be determined by the written plan or program documents.

Seniority level