Two (2) Customer & Power System Logistics Dispatchers

Expected Salary Range: $41.9 - $52.68 Hourly 

The salary range shown above reflects the expected  compensation for this position. The final salary offered will be determined based on a holistic assessment of the candidate’s experience, education, training, and alignment with the role’s requirements. For positions covered by a collective agreement, placement within the range will follow the applicable step or classification.

The Customer & Power System Logistics (CPSL) Dispatcher receives, interprets, prioritizes and facilitates the passage of information from, to, and between internal and external customers by using a variety of information systems such as, but not limited to: outage management systems (OMS), internet based applications, telephone, radio, fax etc. The Dispatcher monitors and updates systems, validates and catalogues customer service events, assigns the appropriate field resources to the appropriate work order/event, maintains written and computerized records, provides communication updates, (internal/external) to customers and internal stakeholders. The Dispatcher provides information as applicable to Toronto Hydro customers and if applicable, can be the central point of contact for field crews to report information, obtain approvals/provide notice and to report accidents. The Dispatcher position runs on a rotating 24/7, 365 days/year shift schedule.

This posting is to fill up to 2 number of positions, at least one of which is an existing vacancy. Toronto Hydro reserves the right, in alignment with the applicable collective agreement, to finalize the number of positions filled.

KEY RESPONSIBILITIES:

• Receives, interprets, prioritizes, and assigns service orders to the appropriate field resource
• Catalogues customer service orders, calls, messages, and provides timely response/action in a dynamic and continually changing environment
• Manages multiple resource types and information systems simultaneously
• Transmits and receives information; provides customers timely follow-up on events
• Assigns events based on crew competency and proximity to event
• Creates multiple work orders per event to ensure proper financial allocation
• Provides customer service functionality beyond normal working hours as applicable
• Updates Interactive Voice Response (IVR) and all other external communication mechanisms to reflect current-state status of events
• Receives dispatches and logs switching operation instructions
• Receives, authorizes, and records mark-ups for confined space entry
• Updates systems with information before, during, and after work completion
• Performs clerical/administrative routines associated with the position
• Provides information to customers on Toronto Hydro services

REQUIREMENTS:

• Minimum of College diploma or University degree (Electrical Engineering or Business preferred), or a suitable combination of education and experience may be considered
• Related 1-2 years of experience (customer service environment preferred)
• Previous utility experience will be considered an asset
• Demonstrated experience in a variety of business computer software including ticketing programs, customer information systems, records/ asset databases, geographic information/ tracking applications
• Previous experience with dispatching mobile resources an asset
• Good oral & written communication skills
• Preference will be given to candidates with an Electrical Engineering or technical education background
• Knowledge of electrical distribution systems, including primary and secondary operating voltages in both the overhead and underground environment is an asset
• Adherence to Policy and Procedures/Safety Performance: Knowledgeable in safety regulations, rules, procedures and radio systems
• Customer Service & Trust: Customer focused, improves and attains customer service results
• Problem Solving: Demonstrates problem solving skills, takes into account all relevant information, considers the impact of the solution; able to develop new and creative solutions to work problems
• Quality of Work: Ability to organize work efficiently and effectively
• Leadership/Volume of Work: Ability to work under pressure in a fast-paced environment during high volume events
• Dependability: Able to work with minimum supervision
• Collaborating: Builds positive relationships and interacts effectively with others
• Personal Skill/Learning and Growth: Flexible in adapting to changing organization, industry and market conditions

TOTAL REWARDS:

To support the overall well-being and success of our employees, Toronto Hydro provides a comprehensive total rewards package which includes:

• 100% employer paid Health & Dental benefits
• 24/7 access to Employee & Family Assistance Program and Virtual Healthcare
• Company-paid life insurance and long term disability
• Spending account to support fitness goals (e.g. gym memberships)
• Competitive paid time off (including vacation and parental leave)
• Defined Benefits Pension Plan through OMERS
• Career development and tuition reimbursement
• Exciting employee engagement and appreciation events throughout the year

Toronto Hydro is committed to leveraging new technologies to support an efficient and inclusive recruitment process. As part of this, artificial intelligence (AI) systems may be used to assist in screening, assessing, or selecting applicants for this position. These tools are used in combination with human decision-making to ensure fairness and consistency. 

ACCESSIBILITY AND APPLICATION SUPPORT

Toronto Hydro is committed to fostering an inclusive and accessible recruitment process. Thank you for considering a career with Toronto Hydro. We welcome applications from all qualified candidates. If you’re having difficulty using our online application system and require accommodation, please email hr_talent@torontohydro.com or call (416) 542-8000. Toronto Hydro is pleased to provide reasonable accommodation for qualified individuals throughout the job application process. Please note this email is for accommodation requests only. Resumes sent to this email address will not be considered. Learn more about our commitment to accessibility.