Complaint Dispatcher B

Pepco; Bethesda (MD); On-site; USD 52,000 - 74,000; Full time

Benefits offered by this job

Hourly rate: $45.94/hr

Annual bonus: 4%

401(k) match

Medical, dental and vision insurance

Generous paid time off

Job summary

Exelon is seeking a Complaint Dispatcher B-NERC to coordinate field personnel and manage dispatch orders for electric and customer work. You will plan work sequences, monitor activity, and ensure timely response to service requests, while adhering to safety and regulatory standards.

The role requires handling routine to complex dispatch tasks, coordinating with multiple teams, and maintaining accurate data in reporting systems.

Qualifications

• Must pass pre-employment qualification test and interview.
• Willing to work rotating shifts including weekends and holidays.
• Must comply with NERC requirements.
• Two years post-secondary credits or equivalent experience preferred.
• Dispatching experience preferred.
• Must be familiar with the geographical layout of the electric distribution system.

Responsibilities

• Receive information from a variety of sources and coordinate responses for routine and emergency work.
• Schedule and assign field resources for timely completion.
• Coordinate resources and priorities with groups and departments.
• Track, measure, and report performance to meet goals.
• Answer calls from customers, contractors and employees; process communications.

Skills

Communication skills

English proficiency

Multi-tasking under pressure

Travel flexibility

Education

Two years post-secondary credits

Job description

Who We Are

We're powering a cleaner, brighter future.

Exelon is leading the energy transformation, and we're calling all problem solvers, innovators, community builders and change makers. Work with us to deliver solutions that make our diverse cities and communities stronger, healthier and more resilient.

We're powered by purpose-driven people like you who believe in being inclusive and creative, and value safety, innovation, integrity and community service. We are a Fortune 200 company, 20,000 colleagues strong serving more than 10.7 million customers at six energy companies -- Atlantic City Electric (ACE), Baltimore Gas and Electric (BGE), Commonwealth Edison (ComEd), Delmarva Power & Light (DPL), PECO Energy Company (PECO), and Potomac Electric Power Company (Pepco).

We're committed to creating an environment where every person can thrive. Our employee experience is grounded in four tenets that guide how we support our people: purposeful careers, growth opportunities, community impact, and support to thrive.

In our relentless pursuit of excellence, we elevate diverse voices, fresh perspectives and bold thinking. And since we know transforming the future of energy is hard work, we provide competitive compensation, incentives, excellent benefits and the opportunity to build a rewarding career.

Are you in?

Primary Purpose

PRIMARY PURPOSE OF POSITION

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

PRIMARY DUTIES AND ACCOUNTABILITIES

• 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 ensure 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.

Job Scope

JOB SCOPE

• Estimated Times of Restoration (ETR) Accuracy - ETR shall be within the Company's target goals and employees must ensure that ETRs do not expire.
• During blue sky days, Dispatchers shall create secondary outage tickets (as required) at least 85% of the time.
• Dispatchers shall be available for storm call out at least 50% of the time that they are called upon.
• Dispatchers shall meet time to dispatch and parallel dispatch requirements identified in the PHI Blue Sky Dispatch Guidelines, as measured in the daily Trouble Response Report, 90% of the time.
• Dispatchers shall contact AOAs to attempt remote reconnections for meter swaps and remote disconnections 90% of the time.
• Dispatchers shall enter accurate alerts into the CRM&B system on the accurate accounts 90% of the time for safety disconnects and NMNS disconnects.
• Dispatchers shall update accurate crew counts in the OMS Storm Manager module at the beginning of each shift and periodically throughout the shift as field staffing changes.

Minimum Qualifications

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 two (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

• Hourly rates will be paid in accordance with terms of the candidate’s skills, qualifications, experience or collective bargaining agreement: $45.94/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.