Work Order Resource Specialist
Location: Des Peres, MO, 63131
Job Description:
We are seeking a detail-oriented and organized individual to join our team as a Work Order Resource Specialist. In this role, you will be responsible for managing work orders, coordinating resources, and ensuring timely completion of tasks.Position Summary
The Work Order Resource Specialist plays a critical role in ensuring customer work orders are efficiently dispatched to field operations. This role is responsible for facilitating timely resolution of customer-reported issues by coordinating with field crews, monitoring progress, following up on updates, and maintaining proactive communication with customers throughout the work order lifecycle.
Major Job Duties and Responsibilities
•Review customer work orders, validate information, and follow up with customers when clarification is needed
•Coordinate and schedule utility personnel to ensure that work assignments (e.g., maintenance, repairs, inspections) are carried out in a timely and efficient manner. Optimize crew deployment based on workload, skill requirements, and geographic considerations
•Analyze staffing requirements and allocate resources appropriately to meet operational demands. Ensure that all shifts are covered, balancing workload distribution to avoid overstaffing or understaffing
•Serve as the primary point of contact for utility field personnel, dispatchers, and other internal departments (e.g., operations, communications, etc). Communicate any changes in work, task priorities, or emergencies
•Create and track back-office tasks in CIS and reporting tools related to back-office requests
•Analyze requests from customers, coordinate with other departments to manage and resolve issues
•Monitor the status of open work orders, ensure timely updates are received from field staff, and escalate delays or lack of response as needed
•Enter workforce hours, labor costs, and productivity metrics. Review regular reports for management on workforce performance, scheduling efficiency, and project status
•Address any workforce-related issues that may arise, such as staffing shortages, equipment malfunctions, or scheduling conflicts. Work with management to find timely solutions
•Ensure effective and timely communication on the resolution of all work directly to the impacted customer
•Investigate unusual workorder trends or recurring customer complaints and coordinate with other departments to resolve underlying issues
•Coordinate with internal leadership to track and manage workloads based on upcoming tasks
•All other duties as assigned
Personal Attributes
•Accuracy - Ability to perform work accurately and thoroughly
•Analytical Skills - Ability to use thinking and reasoning to solve a problem
•Attention to Detail - Ability to pay attention to the minute details of a project or task from the beginning to the end of the project/task
•Communication, Oral & Written- Ability to communicate effectively with others using both the spoken/written word
•Decision Making - Ability to make critical decisions while following company procedures
•Ethical - Ability to demonstrate conduct conforming to a set of values and accepted standards
•Judgment -Ability to formulate a sound decision using the available information
•Organized - Possessing the trait of being organized or following a systematic method of performing a task
•Problem Solving - Ability to find a solution for or to deal proactively with work- related problems
•Responsible - Ability to be held accountable or answerable for one’s conduct.
•Teamwork- Ability to work as part of a team
•Working Under Pressure - Ability to complete assigned tasks in stressful situations
Education/Skills
•High school Diploma or equivalent. Bachelor’s degree is a plus
•2-3 years’ experience in workforce management, scheduling, or exposure to the utility industry
•Familiarity with safety standards and regulatory compliance in the utility industry
•Highly proficient in MS Office Suite including Excel, Word, and Outlook