Job Title: Call Center Operator
JOB DESCRIPTION
Job Title: Call Center Operator
Department: Call Center
Division: Engineering and Operations
Reports To: Call Center Superintendent
FLSA Status: Non-Exempt – Administrative Support
Approved By: Vice President of Engineering and Operations
Date: May 10, 2013
Summary: Receives calls, dispatches personnel and maintains radio communication to provide essential information with field personnel regarding routine activities as well as emergency power outages during both day and evening hours. Assists the E&O Administrative Assistant and the Call Center Superintendent with clerical duties as time allows.
Essential Duties and Responsibilities include the following.
· Promptly and courteously receives all incoming calls after regular office hours.
· Determines the nature of the call and dispatches service personnel to restore service to consumers, including power outages and other problems.
· Diligently ensures that accurate records of outages and request for Hold Tags, Caution Tags, switching changes are maintained in the OMS (Outage Management System). Some of these duties include, but are not limited to recording time, location, and nature of trouble for reporting purposes and relays information to field personnel assigned to call.
· Maintains constant monitoring of all communications in the field to know where field personnel are located at all times.
· Monitors SCADA alarms for system irregularities and notifies supervisor of irregularities when appropriate.
· Performs limited SCADA control operations such as applying “hot line tags” and blocking ground trip on controllable devices upon request from field personnel to expedite restoration and maintenance activities.
· After regular office hours, processes electronic payments and assists with reconnection of services due to non-payment.
· Informs work crews of changes in weather conditions and system status affecting safety, and answers questions requiring knowledge of system layout and electric equipment operation and repair.
· Studies system maps and becomes familiar with service area in order to dispatch crews immediately to areas of power failure or complaints in order to provide quality service.
· Tests, inspects, and operates radio, telephone, computer, OMS display module and other equipment as needed.
· Processes NJUNS tickets on line and maintain files and ticket notifications of transfers and poles ready to be pulled.
· Assists the E&O Administrative Assistant and the Call Center Superintendent with clerical duties as time allows.
Competencies:
To perform the job successfully, an individual should demonstrate the following competencies: Member Service - Responds promptly and politely to member needs; Responds to requests for service and assistance. Communication – Possesses excellent skills in both oral and written communication with ability to speak clearly, listen and get clarification, and write legibly. Attendance - Is consistently at work and on time; Ensures work responsibilities are covered when absent. Dependability - Follows instructions, responds to management direction; Commits to long hours of work when necessary to reach goals. Safety - Observes safety and security procedures; Reports potentially unsafe conditions. Cooperation-Functions as a “team member” at all times.
Qualifications:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Education/Experience:
High school diploma or general education degree (GED); and two years related experience; or equivalent combination of education and experience.
Language Ability:
Ability to read and interpret documents such as safety rules, operating and maintenance instructions, and procedure manuals. Ability to write routine reports and correspondence. Ability to speak effectively before groups of members or employees of organization.
Math Ability:
Ability to add, subtract, multiply, and divide in all units of measure, using whole numbers, common fractions, and decimals. Ability to compute rate, ratio, and percent and to draw and interpret bar graphs.
Reasoning Ability:
Ability to apply common sense understanding to carry out instructions furnished in written, oral, or diagram form. Ability to deal with problems involving several concrete variables in standardized situations.
Computer Skills:
To perform this job successfully, an individual should have knowledge of Windows based software for database, word processing, spreadsheet, and GIS, AM/FM and OMS systems.
Certificates and Licenses:
Valid Alabama Drivers License.
Supervisory Responsibilities:
This job has no supervisory responsibilities.
Work Environment:
The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
General office environment with occasional irregular overtime and travel required. The noise level in the work environment is usually moderate.
Physical Demands:
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is occasionally required to stand; walk and reach with hands and arms. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. Specific vision abilities required by this job include close vision, peripheral vision and ability to adjust focus. Other specific abilities include ability to talk using radio and telephone and to hear within normal range.
Other Information:
This job description is not intended to be all inclusive. An employee will also perform other reasonably related business duties as assigned by immediate supervisor and other management as required. Cullman Electric Cooperative reserves the right to revise or change the job responsibilities as the need arises. This job description does not constitute a written or implied contract of employment.