General Purpose of Work. Receives, prioritizes, and assigns emergency and nonemergency calls and service orders in a 24/7 Distribution Operations Center. Performs field worker dispatching.
General Duties.
•Follows directives received from on-duty Distribution Systems Operations Supervisors (DSOSs) and management during normal and emergency situations.
•Dispatches same-day SROs, meter orders, and single-customer OMS outage reports to Meter and Connection technicians.
•Answers the Company's emergency line outside of Customer Center business hours.
•Documents schedule exceptions in ARCOS. Runs ARCOS callouts to call in field workers outside of normal working hours.
•Checks field personnel in and out of substations and gas sites.
•Answers dispatch-related questions from Customer Center representatives.
•Coordinates with 911 centers (shared with DSOSs).
•Assists in responding to gas damages, blowing gas emergencies, and underground gas leaks (shared with DSOSs).
•Communicates information from Gas Operations field personnel regarding gas system conditions.
•Documents unusual conditions encountered in the Emergency Service Log.
•Adjusts daily Meter and Connections operations to respond to severe weather, emergencies, and catastrophic events.
•Works in coordination with the DSOSs.
•Responds to employee medical emergencies and potential public safety issues reported to the Company.
•Utilizes the Customer Information System.
•Coordinates with the Company's first responders.
•Assists with maintaining documentation and procedures.
•Follows Company policies, procedures, and practices as well as all regulatory requirements and safety practices in performing duties.
•Maintains appropriate confidentiality of information in performing assigned duties.
•Provides adequate documentation and maintains accurate records.
•Performs other related duties as required.
Qualifications.
Education and Experience.
•High school diploma or equivalent.
•Education or equivalent experience in any one, or a combination, of the following areas: customer service, dispatching, or field technician work involving customer contact.
•Able to prioritize information.
•Clear, concise verbal communication skills.
•Able to work effectively in stressful situations.
•Able to work 12-hour rotating shifts including evenings, weekends, and holidays. Must also be able to work in excess of 12 hours during heavy workload and/or emergency situations.
•Able to work on an on-call basis and report to work within one hour if called.
•Must be detail-oriented.
•Must be able to multitask.
ABOUT THE ORGANIZATION
About MGE
MGE generates and distributes electricity to 167,000 customers in Dane County, Wisconsin, and purchases and distributes natural gas to 178,000 customers in seven south-central and western Wisconsin counties. MGE is a regulated utility subsidiary of the investor-owned public utility holding company MGE Energy, Inc. MGE's roots in the Madison area date back more than 150 years.
An industry leader, MGE was among the first utilities nationwide to commit to net-zero carbon electricity by 2050, consistent with global climate science. Your community energy company is investing in a more sustainable future for the benefit of all our customers, investors, and employees. As your community energy company, we are committed to this area and its people. We take responsibility to:
•Plan and provide a safe, reliable, and cost-effective energy supply that balances the needs and values of those we serve.
•Provide information and education to serve our customers and stakeholders and help inform their energy decisions.
•Preserve and protect our environment while providing affordable, reliable energy.
•Encourage and support economic and business development to keep our economy strong and vibrant.
•Engage in open and honest dialogue, partnership, and collaboration to best serve our customers and the broader community.
Our Values
•Safety: Safety is a core value at MGE. The safety of our employees, customers, and communities is our top priority. Our culture initiatives continuously improve our safety performance. MGE has earned numerous safety awards for this safety performance, including the AGA Leading Indicator Safety Award.
•Reliability: We invest in our people and in our systems to help ensure top-ranked energy reliability that helps to maintain the economic health and vitality of the communities we serve. MGE is a national leader in electric reliability.
•Sustainability: With a commitment to transparency, accountability, and continuous improvement, we take a holistic and proactive approach to sustainable practices company-wide.
•Equity: We are committed to equity and inclusion in our service to our customers, in our workplace, and in our broader community, and we value diverse perspectives, ideas, cultures, and backgrounds.
MGE's parent company is MGE Energy, Inc., a public utility holding company. Its common stock trades on the NASDAQ Stock Market. For more information, visit mge.com and mgeenergy.com.
JOB LOCATION
The position is located in Madison, Wisconsin, where MGE is an active participant in community efforts to preserve the area's extraordinary quality of life. We offer free, on-site parking and are located near biking trails and bus stops. Many employees enjoy the use of our many on-site EV charging stations.
Madison, WI
Full-time
