Scheduler

Pay Grade

12

Position Summary

The Scheduler position serves a vital role in the workflow process, ensuring that work requests from various internal and external areas are scheduled to completion to meet due dates, regulatory timelines, and community engagement commitments. This includes work for case management, outages, site visits, engagement work, department requests, and crew support requests that are generated through Outlook, phone lines, and/or Salesforce. This position also performs data entry, queries, and reports in databases and internal Excel spreadsheets. Utilizes area-specific software for various departments being supported to assist in work distribution, dispatching, and compliance adherence. Resource decisions for internal personnel are made based on availability and workload, as well as shifting work between personnel to ensure commitments are met and productivity is optimized. The Scheduler records case and event status in Salesforce as required for monthly reporting and files supporting documentation. The Scheduler will work closely with Community Engagement teams, including Energy2Business (E2B) and Outreach, to ensure work is completed on time to accommodate customer or compliance needs.

Tasks and Responsibilities

•    Analyze, create, dispatch, schedule, and route multiple team members using Salesforce, Outlook, and other communication channels. 
•    Obtains customer details to effectively determine referral needs. 
•    Schedules personnel activities for the upcoming week.
•    Schedule Energy Efficiency Awards with small to medium businesses that meet the criteria of the program. 
•    Prepare monthly productivity reports and audits with total order counts for the month, completed cases, cases out of compliance for the work areas, and provide updates to the management team.
•    Monitors team members’ daily workload and distributes/redistributes work among teams.
•    Review, track, and modify any associated work requests for sequencing of engagements needed to meet schedules.
•    Communicates with request originators on work status and anticipated time of completion.
•    Coordinate engagements for Community Engagement.
•    Creates cases, engagements, and Outlook invites to support the distribution of work.
•    Communicates and coordinates work requests with CRU, E2B, Weatherization, and Outreach personnel.
•    Assist the team with Critical Care Customers and the Affordability Discount Program.
•    Tracks compliance and escalation of work requests and communicates with leadership and updates systems (SAP and Salesforce).
•    Communicates with team members through TEAMS, Outlook, and text messages if there is an escalation. 
•    Assist in all internal resource support for team members and assign the work. This includes preparing case files in Salesforce and appropriate documentation for team members and managers.
•    Proficient in utilizing various SAP transactions associated with field operations and customer-related transactions.
•    Check department voicemail inbox daily; call back customers, dispatch resources to address work resulting from messages.
•    Utilize scheduling dashboards for monitoring of work and project due dates at risk.
•    Dispatches Emergency requests to team members within the department. 
•    Utilizes maps, work locations, and makes calls to personnel to route work requests during Outage support.
•    Prepare Broadcast messages for our community in preparation for an event. 
•    Order and ensure department supplies are available.
•    Process P-card Expenses.
•    Provides support by relieving other positions at Community Engagement Fairs, outage support, and external events.
•    Attend Community Engagement huddles, safety meetings, and department monthly meetings.
•    Supports Community Engagement events and weather-related community support.
•    Complete other assignments as necessary.

Minimum Skills

Minimum Knowledge and Abilities

Preferred Qualifications

•    Knowledge of SAP and Salesforce. 
•    Must have a favorable driving record.
•    Bilingual.

Competencies

Minimum Education

Required Certifications

Working Environment

Physical Demands