About us

Location: Northboro, MA

Salary: $33.21 an hour

Job Purpose

The role of the Dispatcher is to develop, review and ensure compliance with workload schedules that ensure optimal productivity, timely completion of work and compliance with service performance and quality measures. Evaluate order disbursement for same day and emergency orders and make changes to enhance performance. Evaluate end of day uncompleted work and make necessary changes in schedules. Has wide view of resource capability versus workload to assist in meeting customer commitments. Take proactive approach to workload management.

Key Accountabilities

- All duties of Dispatcher and Dispatch Assistant

- Dispatching of priority (emergency) and non-priority (non-emergency) work to field resources and ensure timely response by field crews.

- Effective management of field resources and workload to maximize efficiency of field resources, minimize field costs and ensure timely execution of work orders within appropriate time frames

- Monitor daily performance against key metrics (i.e. emergency response, appointment kept etc.) and to take action (re-assign work, notify supervision, etc.) to ensure that key metrics are met

- Work set-up, scheduling, and dispatching of non-emergency work to maximize efficiency of field resources and ensure timely execution of work orders within appropriate time frames

- Training of Dispatcher Assistant as needed

- Contact customers as needed to ensure efficient management of work

- This position is not considered a starting job for the purposes of forced reduction

- Must successfully pass an aptitude test for entrance

Qualifications

- High School Diploma and a minimum of 3 years experience in a dispatching environment, electric or gas operations, customer service or equivalent knowledge/experience.

- Must have strong leadership, organizational, collaboration and planning skills.

- Must have a working knowledge of dispatching tools i.e. customer systems, scheduling or workforce management software and other ancillary software for operational use.

- Must have good working knowledge of current software packages. Microsoft Word and Excel are mandatory. Other database and presentation software is a plus.

- Excellent verbal and written communication skills and possess ability to work both as a team and as a creative problem solver.

- Demonstrated ability to quickly analyze situations, multi-task and make prompt decisions.

- Ability to effectively interface and communicate with people at all levels and across organizational boundaries.

- Must successfully complete pre-entry assessment test.

More Information

Location: Northboro

Salary: $33.21 an hour

Please be advised that due to the nature of this position, incumbents are subject to federal Drug & Alcohol safety regulations governing US Department of Transportation ("DOT") covered positions, including the Federal Motor Carrier Safety Administration (FMCSA) and Pipeline Hazardous Material Safety Administration (PHMSA). As such, the Company’s testing programs and policies regarding the use of federally prohibited drugs or alcohol, for recreational or medical purposes, will remain in effect for these safety-sensitive, DOT covered positions.

Many of the terms and conditions of employment for this position are defined by a collective bargaining agreement that the Company has with a local union. Newly hired employees are bound by the terms of the collective bargaining agreement as well as other agreements between the Company and the local union.

National Grid utilizes an assessment that evaluates the job qualifications/characteristics using AI or statistically based scoring. For more information, please view NYC Local Law 144.

National Grid is an equal opportunity employer that values a broad diversity of talent, knowledge, experience, and expertise. We foster a culture of inclusion that drives employee engagement to deliver superior performance to the communities we serve. National Grid is proud to be an affirmative action employer. We encourage minorities, women, individuals with disabilities and protected veterans to join the National Grid team.