Regional Service Order Coordinator

Position Summary

This position is responsible for coordinating and administering the service order and invoicing work processes to ensure safe, reliable and efficient delivery of power to the members in support of the Cooperative’s strategic initiatives.

Essential Duties & Responsibilities

• Create, issue, close and track service orders within the districts
• Research and resolve issues related to service orders
• Provide members with information regarding services and scheduled actions from the Service Department
• Initiate, review and coordinate the service order process
• Maintain gate codes for subdivisions and member addresses
• Assist management with service order inquiries and research
• Participate in the development, training, and preparation of the Emergency Operations Plan (EOP)
• Communicates and coordinates with others
• Ensure efficient utilization of related resources including time, personnel, vehicles, tools and equipment
• Assist members with damage claims and generate damage claim letters
• Utilize the ARCOS Resource Management System to assign, manage and track resources
• Update member accounts with contact information including, gate codes, service location, subdivisions and lights
• Monitor Morning After Report for repeat performers in outages and incidents
• Utilize iVUE to research inconsistencies in service orders, reading requests, create check services, meter exchanges and follow up orders
• Assist in coordination, assigning and management of the service work order process

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• Perform district construction excavation locates (Texas 811) for construction crews when required
• Serve as a liaison between Operations, Member Relations, Planning, Security, SCADA, construction, service and maintenance departments
• Utilize the distribution mapping system for service order assignments and research
• Serve as the subject matter expert for the service orders, work orders and invoicing processes
• Review, assign and maintain records of service order activities
• Manage servicemen appointments and interfaces to expedite the completion of service orders
• Monitor and operate the security gate
• Review and monitor staffing levels to ensure adequate resources for daily field service work
• Participate in outage restoration processes
• Serve as dispatch lead during localized emergency operations plans
• Ensure that all dispatch equipment is operable at all times
• Confirm that orders are correct and disposition incorrect orders before assigning to Servicemen
• Light Project- create and close orders, connect and disconnect lights, researching of light for light inventory
• Develop relationships with contractors to convey PEC guidelines and construction standards
• Assist with coding and processing of vendor invoices for payment
• Create requisitions and purchase orders for projects and tasks
• Maintain Control Center callout system with region data
• At a district level, works closely with Vegetation Maintenance to schedule and monitor vegetation contractor crews

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• Maintain the security of confidential information
• Stay abreast of advances in technology
• Demonstrate regular and prompt attendance
• Performs other related duties as necessary or assigned

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Supervisory and/or Leadership Responsibilities

None

Knowledge, Skills & Abilities

• Knowledge of using computer systems, which may include setting up and using hardware and software programs, entering data or processing information
• Knowledge of principles and processes for providing customer service
• Knowledge of internal service order and work order processes
• Knowledge of mapping system
• Knowledge of outage management system and restoration processes
• Skilled in monitoring and coordinating processes
• Skilled in utilization of Cooperative internal processes
• Skilled in time management
• Skilled in prioritizing and managing changing priorities
• Ability to read prints, maps and schematics
• Ability to review switching order on the distribution system
• Ability to multi-task
• Ability to establish and maintain effective relationships with internal and external customers
• Ability to operate dispatch equipment and serve as dispatcher during EOP or restoration processes
• Ability to anticipate, identify, analyze and resolve conflict and problems
• Ability to communicate effectively verbally and in writing
• Ability to listen and understand information verbally and in writing

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Minimum Qualifications - (Education, Experience)

• High School diploma or equivalent
• Two years of customer service or dispatching experience
• Valid Driver’s License

Physical Demands and Work Environment

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 qualified individuals with disabilities to perform the essential functions.

• The employee may be required to stand; reach with hands and arms, stoop and kneel
• The employee may be required to sit or stand for long periods of time
• The employee may be required to lift, carry, push, pull or move up to 25 pounds
• The employee may be required to travel
• The employee must be able to respond in emergency call out events
• This position may be required to work more than 40 hours per week

This description is intended to indicate the kinds of tasks and levels of work difficulty required of the position given this title and shall not be construed as declaring what the specific duties and responsibilities of any particular position shall be. It is not intended to limit or in any way modify the right of management to assign, direct and control the work of employees under supervision. The listing of essential duties and responsibilities shall not be held to exclude other duties that may be assigned based on the needs of the Cooperative.