Restoration Centre Dispatcher Trainee

A workplace powered by you At BC Hydro, we’re working towards creating a cleaner and more sustainable future for all British Columbians and need people like you to help us. A career at BC Hydro is meaningful and provides you the opportunity to be part of a talented, inclusive, and diverse team. We offer a healthy work-life balance, competitive wages, a comprehensive benefits package, and training opportunities to support you in your career growth. We're proud to be ranked as one of B.C.'s Top Employers and one of Canada's Best Diversity Employers. We invite you to join us as we build an even cleaner B.C. We welcome applications from all qualified job seekers. If you’re a person with a disability, please let us know by emailing RecruitmentHelp@bchydro.com, as adjustments can be made to help support you in your application process. Restoration Centre Dispatcher Trainee Number of positions: 1 Job Location: Vernon Ctl Ctr Employment type: Temporary Region: Southern Interior Hours of work: Full-time (37.5 hrs/wk) Flexible Work Role: Field Annual salary: $ 70,600.00 What you'll do Responds to electrical system problems and complaints from the public, emergency services, government agencies, other utilities, municipal offices and other BC Hydro staff by performing duties such as: questioning source of report to obtain or clarify information, assess urgency, exact location and probable cause; determining whether emergency, public hazard or non-emergency situation exists, the extent of the hazard and whether feeder de-energization is required; initiating feeder de-energization as necessary; assessing customer's ability to correct condition and advising customers of action required to correct problem; initiating and prioritizing emergent, urgent and routine trouble orders and issuing service orders including street light orders, investigation orders, and maintenance orders; accessing the customer care system to locate and update customer information and utilizing outage management system and software to identify problem devices, the extent of outages and to amend outage information; and redirecting calls to appropriate departments; and providing general information to customers on a wide variety of customer service issues. Dispatches a variety of trouble calls, service faults and other service orders to line crews, technicians, contractors and other utilities via computerized outage management and mobile workforce management systems, radio, phone or printer. Calls out line crews, technicians, contractors, managers, and other BC Hydro staff to respond to trouble orders. Monitors dispatched orders to ensure appropriate action is taken within allowable time limits, to pass updated information on to crews as it is received, to arrange for additional crew members and resources to attend to specific problems as requested by line crews and to follow up on orders that have not been completed. Informs various BC Hydro internal departments and external agencies of nature and cause of major outages; updates phone messaging system as required during outages; advises special customers of service outages. Estimates time of arrival (ETA) and restoration (ETR) and indicates evaluation, communication and restoration information for customer and public feedback messaging by phone and internet. Updates outage management system to accurately reflect the number of customers and correct boundaries of outages. Updates Customer Contact Centre staff and corporate communications staff on the status of outages or disturbances in the distribution system. Answers emergency phone calls around-the-clock from emergency services, key account customers, hospitals, municipalities, government agencies and other utilities, and answers routine trouble calls outside regular call centre hours. Reviews and corrects trouble calls taken by Customer Contact Centre staff during regular hours and provides day-to-day direction, advice and assistance to call centre staff …

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