Distribution Dispatcher

We have a career opportunity for a Distribution Dispatcher to join our team!

The successful candidate, after completing defined training milestones and passing quarterly assessments over the course of 1 year, will be eligible to transition to a Senior Distribution Dispatcher and the pay grade associated with that position. The Distribution Dispatcher is required to work various shifts and days that may include holidays and weekends to maintain 24/7 shift coverage. The Distribution Dispatcher is required to demonstrate sound decision making, communication and multi-tasking skills. They handle phone calls from internal and external customers and must be able to readily identify emergency scenarios pertaining to gas, water and sewer utilities and respond accordingly to protect 
customers and the general public. Distribution Dispatchers will utilize various means of communications 
including email, messaging applications (example: Microsoft Teams), phone and radio. They are required to 
participate in an on-call rotation to assist with staffing needs. 

The Distribution Dispatcher is responsible for overseeing and ensuring successful response to all work orders 
carrying a customer appointment, compliance standards mandated by the Indiana Utility Regulatory Committee 
or having internally defined business metrics (KPI goals). They monitor field staffing using CAD and GPS 
applications to ensure their safety and to efficiently respond to emergency and non-emergency work orders. 
They create, assess, prioritize and route work orders for gas/water/customer field service areas and service 
providers based on available field staffing and routing requirements. The Distribution Dispatcher is responsible 
for monitoring, coordinating and communicating overtime needs for Shared Field Services, Gas Operations, 
Water Operations and Procurement Divisions. The Distribution Dispatcher administers both seniority and 
equalization overtime processes for Shared Field Services, Energy, Water and Procurement operational areas. 
They produce weekly reports representing various equalization charges and seniority order changes. 

Distribution Dispatchers assist various field personnel and escalate emergency orders to their respective 
maintenance departments for gas, water and wastewater divisions. During defined emergency events, the 
Distribution Dispatcher is responsible for collecting and recording any and all information pertaining to the 
event, issuing emergency communications to internal stakeholders, coordinating emergency response with 
outside agencies and developing reports summarizing the event in chronological order for after action review
and/or legal purposes. They are responsible for performing these responsibilities in the most efficient and 
timely manner to promote the safety and well being of our employees and the community. 

Distribution Dispatchers are responsible for performing various back-office tasks including, but not limited to; 
requesting utility locates, monitoring gas transmission locates, reviewing field tags to ensure customer 
communications are documented and sent, recording and updating utility outages, monitoring radio 
communications, processing CIS to do tasks and processing wastewater field reports. 

After Call Center business hours, Distribution Dispatchers will handle external customer calls for gas , water 
and sewer emergencies. This includes leaks, overflows and service outages. Outside of Engineering business 
hours, Distribution Dispatchers will assist field personnel with any gas or water records requests, as well as 
measurements utilizing ESRI (utility mapping tool).

Citizens Energy Group offers a competitive salary and great benefits including:

• Health, Dental & Vision
• Defined Benefit Pension Plan
• 401(k) Retirement Plan with company match
• Short-Term Incentive Plan (STIP)
• Health Savings Account (HSA) with company contribution
• Wellness Program
• Adoption and tuition assistance
• Employee Credit Union
• PTO and Paid Holidays
• Position eligible for hybrid work schedule

Work Hours:  Due to Dispatch being a 24/7 hour operation, applicants must be available to work A (first), B (second) or C (third) shifts, including nights, weekends and holidays on-site.  Shifts may vary between 8, 10 and 12 hours. This position is eligible to participate in our remote work program after the onsite training period.
 
Minimum Salary: $47,800 (Grade 5)
 
If you are looking for a new opportunity, we invite you to apply and talk about the possibilities of starting a rewarding new chapter of your career!

Essential Duties and Responsibilities:

• Perform routing responsibilities or back office data tasks that involve, but is not 
  limited to calling locates, updating outage maps, processing to dos, processing 
  red/black/blue tags, processing wastewater reports, processing gas transmission 
  locates, issuing pilot reports, etc..
• Answers and responds to internal & external customer inquiries, including field 
  personnel, Contact Center representatives and management through various means of 
  communication (i.e. phone, email, TEAMS, etc…). Provides escalation resolution 
  with internal and external customers.
• Conduct overtime calls to Gas, Water and SFS divisions while providing accurate 
  documentation indicating time of call, shift offered, acceptance/refusal and proper 
  equalization charges. Prepare and submit weekly OT report to various operating 
  divisions.
• Enacts and coordinates emergency response and points of contact in accordance with 
  each division’s emergency plan. Coordinates emergency response with other utilities, 
  agencies or emergency first responders during various defined emergencies (IFD, 
  AES, DPW, IDEM, Health & Hospital). Ensures accurate documentation of defined 
  emergeny incidents for gas, water and wastewater incidents. Compiles, organizes and 
  communicates information and updates to various levels of management regarding 
  incident status and changes, as they develop. Participates in incident reviews to 
  support continuous improvement and change management efforts.
• Monitors cameras and gate access at Langsdale campus outside normal business hours 
  and weekends/holiday

Required Qualifications:

• High School diploma or GED equivalent and/or combination of education and experience related to Human Relations and Communications
• Excellent written and oral communication skills
• Must be able to respond and react to changing work environments relating to workload management and utility emergency events.
• Must have the ability to work on-site, remotely or from home.
• Must maintain a suitable remote or homework environment during work hours.
• Flexibility to work various shifts that may include nights, weekends and holidays.
• Must participate in an on-call rotation and be available to work on-site or remote when on-call.
• Available to work a reasonable amount of overtime including extending hours.
• Must possess good organizational skills.
• Must pass and participate in the random Drug & Alcohol program in accordance with Pipeline Hazardous Material Safety Administrative 192 requirements.
• Familiar with Microsoft Office products, preferably Outlook, Excel and Word.

Preferred Qualifications:

• Minimum 3 years of experience in Customer Contact Center or equivalent experience.  
• Dispatch experience preferred.
• Leadership experience preferred.
• Computer experience, including but not limited to, Microsoft Office, customer information service system, ESRI (mapping tool), Indiana 811, INFOR (Sewer Utility Software) and computer aided dispatching system (CAD).
• Computer experience, including but not limited to a Customer Information System (CIS), Geographic Information System (GIS), Maintenance Work Order applications (WAM, INFOR) and Computer-Aided Dispatching application (CAD).
• Ability to understand and experience to operate electronic equipment, such as a two-way radio communications system, telephone equipment.

Posting Deadline:  May 14, 2025

Citizens is a drug-free, Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, age, color, religion, creed, sex, sexual orientation, gender identity, national origin, disability, or protected Veteran status.