Operations Support Representative

Position Overview

Operations Support Representatives (“OSR’s”) provide a wide range of support to FortisBC operations. The focus of these roles is administrative support of the end-to-end Order Fulfillment, Operate & Maintain, Emergency, and Meter-to-Cash process steps:

• Initiating and Preparing
• Scheduling and Dispatching
• Field work support and logistics
• Closing and Completion

Responsibilities

• Answers non-routine enquiries and provides a wide range of detailed job information to crews, customers, other utilities and government authorities. Expedites field resources, tools, equipment, and materials as necessary. 
• Uses technical knowledge and understanding of operations policies and procedures.
• Analyzes, interprets and communicates a variety of information to support the operations group.
• Receives or initiates reports of system faults or damage and follows FortisBC procedures to notify and assign FortisBC personnel and contact various bodies such as government agencies, municipal engineers, railways, telcos, police, and fire departments, as well as key customers to report proposed construction, maintenance, or emergency activities.
• Processes work orders and notifications. Enters and/or corrects field completion data to maintain data integrity, including measurement readings, defect and failure data, and follow-on work requirements.
• Orders and arranges required resources – materials, supplies, equipment, deliveries and pick-ups for specific material, 3rd party resources – as requested. Maintains record of availability of various services.
• Maintains contact with Field Resources regarding scheduled and on-going work and completion dates and information. Answers enquiries regarding delivery dates, meter identification, requests for field resources, equipment history and job status from internal and external parties.
• May act as primary telephone contact for inbound customer calls to capture customer requirements. Follows established procedures to:
  • Maintain customer data;
  • Ensure all service product requirements are collected;
  • Explain FortisBC processes, procedures and requirements to customers;
  • Select appropriate service product and pricing;
  • Convey related permit requirements to customers;
  • Inform customer of the price for the service product; and,
  • Schedule the work with the customer, checking for crew and materials availability using capacity planning information and creating orders.
• Performs related duties of a minor nature related to the above duties, which do not affect the rating of the job.

Requirements

• High School graduation including courses in office practices and business communications.
• Nine (9) months directly related relevant work experience.
• Demonstrated sound organizational skills including the ability to multi-task, prioritize and work under pressure during emergencies, peak workload periods and to meet tight deadlines.
• Demonstrated sound verbal communication skills including telephone call handling skills, the ability to respond to difficult or demanding situations with tact and diplomacy.
• Demonstrated sound written communication skills including the ability to correct spelling, punctuation and grammatical errors as required to prepare and compose a variety of external and internal correspondence and process enquiries.
• Demonstrated courteous, professional manner in dealing with internal and external contacts including positive interpersonal skills and the ability to work in and contribute to a team environment.
• Demonstrated fast, accurate keyboarding skills (60 words per minute), including the ability to format various types of correspondence, reports, forms, charts, and layout electronic spreadsheets.
• Demonstrated working knowledge of computer systems operations, environment and peripherals. Sound working knowledge of various applications software in use in the department (SAP & suite of MS Office products). 
• Sound knowledge of various software applications required to support operations activities.
• Demonstrated sound knowledge of field operations (Operate & Maintain, Order Fulfillment, Emergency, Meter-to-Cash) processes and procedures.
• Demonstrated sound knowledge of work and office processes and procedures.
• Demonstrated sound analytical and decision making skills.
• Demonstrated ability to interpret data from a variety of sources.
• Class 5 driver’s license. 

Additional Information

• This position has restricted holiday availability based on operational requirements, for certain months of the year. 
• This position may involve shift work or late coverage, depending on customer and operational requirements. Potential for variable day, afternoon and night shifts – 7 days a week – 24 hours a day.
• Assignment to work groups within Operations Process Support will be dependent on customer and operational requirements.
• This position may require occasional driving.