Service Dispatcher

ALLETE, Inc.; Duluth (MN); On-site; USD 47,000 - 53,000; Full time

Benefits offered by this job

Health Savings Account

Flexible Spending Accounts

Life Insurance

Disability & Voluntary Benefits

Paid Time Off

Tuition Reimbursement

Community Engagement

Job summary

ALLETE, Inc. seeks an Outage Response Operator in Duluth, MN to provide 24/7 centralized support for outages, emergencies, and inquiries, leveraging ARCOS and OMS to keep data accurate and actionable for employees and customers.

You will coordinate after-hours responses with municipal customers and emergency services, serve as the main contact outside business hours, and help ensure reliability reporting and customer privacy are maintained.

Qualifications

• Two years of job experience directly related to computer use and customer service.
• Must be able to pass computer assessment.
• Rotating 12 hour shifts including weekend and holidays.

Responsibilities

• Provide 24/7 centralized response to outages, emergencies, and related inquiries.
• Maintain and update OMS to provide outage information.
• Coordinate after-hours responses and communicate with municipal customers and emergency services.
• Serve as main contact outside normal business hours and route calls to appropriate units.
• Support regulatory compliance such as reliability reporting.
• Assist with special projects and protect customer privacy.

Skills

Customer service

Computer usage

Tools

ARCOS callout software

Outage Management System (OMS)

Job description

• Provides 24/7, centralized response to transmission, distribution, customer service and municipalities, including emergencies, reported trouble, environmental reporting and related inquiries
• Leverage ARCOS callout software and rules to initiate and maintain accurate and effective callouts
• Maintain and update the Outage Management System (OMS) in order to provide immediate, detailed outage information to employees and customers.
• Coordinate effective response for all unplanned incidents affecting entire MP and after-hours SWLP electric transmission/distribution systems, including all municipal customers, as well as emergency Environmental response to ALLETE and its subsidiaries
• Serve as the main contact for all ALLETE inquiries that occur outside of normal business hours. Forward calls to the appropriate business unit(s) and ensure dedicated customer service by providing first-hand information related to billing, collection and outage related events. Coordinate after hours collection related restoration and troubleshooting
• Coordination of the Company’s emergency response plan
• Maintain working knowledge of multiple Customer Service and Distribution (CS&D) software programs and systems
• Utilize software to ensure data integrity and operational effectiveness to meet company and customer expectations and to fulfill regulatory compliance such as reliability reporting
• Enhancement and maintenance of Company image through support for, and communication of Company decisions, policies and practices, while protecting confidential Company information and customer privacy
• Support Operations with special projects as needed

REQUIRED EXPERIENCE:

• Two years of job experience directly related to computer use and customer service. Experience in an industry-related position preferred.

SPECIAL REQUIREMENTS:

• Must be able to pass computer assessment
• This position will be subject to job match and/or aptitude assessment.
• Requires Rotating 12 hour shifts including weekend and holidays
• Requires effective communication skills to act as a liaison for inter-departmental field personnel, customer service, contractors, the general public and local/county/state emergency services.

COMPENSATION AND BENEFITS:

• The expected hourly compensation range for this position is $34.32 – $38.13. Compensation offered to the selected candidate will vary depending on relevant knowledge, skills, training, and experience.
• Health Savings Account & Flexible Spending Accounts
• Life Insurance, Disability & Voluntary Benefits
• Paid Time Off
• Tuition Reimbursement
• Community Engagement, and more.

This applicant pool may be used to fill additional openings within 120 days of the posting close date.

Employer will not sponsor Visas for position.

ALLETE is an equal opportunity employer. All qualified applicants will receive consideration for employment based on business need without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, status as a qualified individual with disability, or any other status otherwise protected by law.

If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, please contact our Human Resources department at 218-723-3921.

ALLETE, Inc. is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability.
If you are an individual with disabilities who needs accommodation or you are having difficulty using our website to apply for employment, contact our HR department at 218-723-7553.