Job Description

We are committed to understanding the needs of the homes and businesses we serve. That's why we're always looking for driven, collaborative people to join our team. Because we believe that offering our customers the best service means bringing together the best people.

And we find the best by hiring those who share our values of safety, inclusion and integrity, and demonstrate the competencies that bring the Spire vision, mission and culture to life:

• Adaptability: We embrace change, continuously seeking opportunities for improvement while remaining open-minded and flexible in response to evolving conditions and customer, stakeholder and company needs.
• Collaboration: We achieve more together through a foundation of respect, embracing healthy conflict, actively seeking and providing actionable feedback and fostering an environment where everyone’s input is welcomed.
• Ownership: We see things through, demonstrate accountability, honor commitments, take responsibility for outcomes and demonstrate initiative.

By living our values and competencies, we strive to create an environment where employees feel welcome, respected and valued.

Spire is seeking a Workplan Scheduler II to work in our Nashville TN location. This position will assist the Team Lead of Workplan Execution, in planning and assigning future dated and emergency work. The Workplan Scheduler II will utilize technologies to ensure manpower is appropriate and proper work leveling and routing occur so that customer related requests, compliance targets, and new business tasks are completed in a timely manner.

Duties and Responsibilities

• Lead shifts pertaining to emergency response.
• Take the lead in training and mentoring new Scheduler II employees, ensuring they understand all systems, processes, and responsibilities required for the role.
• Develop job aids, training and procedures.
• Analyze and execute Emergency and Workplan Execution analytics and reporting.
• Utilize and master relevant scheduling and information systems.
• Assign, analyze, and report daily/weekly/monthly/yearly assignments of all work performed by Spire field operations.
• Understand and utilize reporting dashboards and reports.
• Meet regularly with builders to address needs and build relationships, as needed.
• Leverage large data sets to aid in decision making.
• Assist in performing root cause analysis for changing business needs and communicate findings to the Manager, Team Lead, and Scheduler III.
• Evaluate, recommend, and perform adjustments to routes daily based on changing business needs.
• Proactively assess future business conditions and adjust workload plan as necessary to support changing company initiatives.
• Answer calls and emails from Service Technicians, Customer Experience Agents and other stakeholders.
• Assist in forecasting and budgeting processes by providing relevant data.
• Perform site visits to residential and commercial properties to determine readiness for new service line installations, as needed.
• Work with other areas of Field Operations, IT, and Operations Support to identify, improve, and implement best practices and process improvements.
• Receive and respond to emergency and non-emergency calls ensuring the shortest possible response time.
• Handle appointment-based work from call initiation to dispatch when needed.
• Provide gas safety policy instructions on emergency calls.
• Monitor and operate a virtual phone application.
• Ask vital questions to gather information and ensure accurate dispatching of emergency services.
• Use effective written and verbal communication to relay pertinent information to emergency services by way of phone and special instructions on field activities.
• Notify various operations departments of specific situations according to the Central Dispatching Notification schedule.
• Develop and maintain cooperative, professional relationships with fellow employees, representatives from other departments and supervisors.
• Exercise sound judgment and decision-making skills to evaluate situations, establish priorities, and deliver safe and quality resolutions efficiently.
• Perform all other duties as assigned.

Essential Characteristics

• Ability to lead by example in support of the company’s essential characteristics and values, including strong ethics and integrity, dedication to a safe work environment, commitment to a diverse workforce that values individual perspectives.
• Ability to work under pressure and meet tight deadlines.
• Ability to adapt to a fast-paced, changing environment.
• Strong interpersonal skills with the proven ability to build rapport with a diverse range of individuals.
• Ability to work independently and manage time effectively to meet individual goals and deadlines.
• Ability to collaborate and display a positive attitude in a team-oriented environment.
• Flexibility to operate as a team player to meet shared goals.

Supervisory Responsibilities

none

Required Education (certifications, licenses)

• High school diploma/GED require

Preferred Education (Certifications, Licenses, etc.):

• Bachelor’s degree preferred or at least 3 years of experience in a role that emphasizes the knowledge, skills and abilities listed above.

Required knowledge, skill and abilities

Required Competencies, Knowledge, Skills and Abilities:

• Experience in dispatching or workplan execution experience preferred.
• Experience with mobile workforce management software preferred.
• Experience with customer information systems preferred

Preferred Skills:

• Working knowledge of Maximo, is a plus.

Physical demands, environment and schedule

• Normal office conditions
• Variable shifts as needed to accommodate business needs

Posting Requirements

Disclaimer: The above statements are intended to describe the general nature of the level of work being performed by people assigned to this classification. They are not intended to be construed as an exhaustive list of all responsibilities, duties and skills required of personnel so classified.